Senior End-User Tech Support & Experience Lead

Techtronic Industries Canada Inc.; Toronto; On-site; CAD 63,000 - 83,000; Full time

Benefits offered by this job

Health benefits

Retirement Savings Plan with employer—

Employee discount program

Wellness program allowance

Job summary

Techtronic Industries Canada Inc. requires a Senior Technology Analyst, Client Technologies to own end-user computing at the Toronto head office.

This hands-on role delivers Level 1–2 support, deploys and maintains laptops, desktops, tablets, and printers, and partners with internal teams and vendors to standardize technologies. You will manage Jira tickets, drive process improvements, and mentor junior analysts.

Qualifications

• University or college degree/diploma in Information Technology or equivalent hands-on experience.
• Minimum 2 years of hands-on experience in an IT support or technology analyst role (senior-level capability expected).
• Strong experience with Windows OS, macOS, Microsoft 365, and Office applications.
• Experience supporting laptops, desktops, mobile devices, printers, and related peripherals.
• Experience working with ticketing systems, preferably Jira, in a customer-facing support environment.
• Excellent verbal and written communication skills in English.

Responsibilities

• Lead deployment, support, and lifecycle management of laptops, desktops, tablets, printers, peripherals, and accessories.
• Provide customer-facing hardware and software support, including break/fix troubleshooting.
• Deliver advanced support for Windows and macOS operating systems and core business apps.
• Own Jira ticketing and ensure timely responses, documentation, and SLA adherence.
• Identify recurring issues and drive continuous improvement and root-cause analysis.

Skills

Windows OS

macOS

Microsoft 365

Office apps

Jira

Troubleshooting

Customer communication

Mentorship

Time management

Education

Information Technology degree or diploma

Tools

Jira

MS Project

MS Visio

ServiceNow

Job description

Techtronic Industries Canada Inc. requires a Senior Technology Analyst, Client Technologies to own end-user computing at the Toronto head office.

This hands-on role delivers Level 1–2 support, deploys and maintains laptops, desktops, tablets, and printers, and partners with internal teams and vendors to standardize technologies. You will manage Jira tickets, drive process improvements, and mentor junior analysts.