Service Desk Analyst

Raas Infotek; Mississauga; Presencial; CAD 60 000 - 90 000; Tempo integral

Resumo da oferta

Raas Infotek LTD in Mississauga, Canada, is urgently seeking a Service Desk Analyst for a long-term contract. You will provide Level 2 remote support to end users across Windows, macOS, iOS and Android, while resolving escalations and meeting SLAs.

You will troubleshoot connectivity issues, manage identities with Entra ID/Azure AD and Active Directory, and support Microsoft 365 apps. Fluent English and French are required; ITSM and remote tools proficiency is expected.

Qualificações

• 2nd line IT support experience with Windows/macOS/iOS/Android.
• Experience with ITSM tools and remote support software.
• Strong knowledge of Active Directory and Microsoft 365.
• Fluent in English and French as required.

Responsabilidades

• Resolve Level 2 incidents and requests within SLA.
• Troubleshoot Windows, macOS, iOS and Android remotely.
• Diagnose network issues: VPN, DNS/DHCP, LAN/WAN.
• Manage endpoints and identities: Entra ID/Azure AD, Active Directory, Group Policy.
• Support Microsoft 365 apps and packaging requests.
• Escalate to Field Services or Engineering with full diagnostics.
• Document fixes and update knowledge base.
• Communicate progress in English and French as region requires.

Conhecimentos

Windows OS

Microsoft 365

Active Directory/Entra ID

Networking fundamentals

ITSM tools

Remote support tools

ITIL

Fluent English

French language

Ferramentas

ServiceNow

LogMeIn

TeamViewer

Nexthink

Descrição da oferta de emprego

We have an urgent position below. If you are interested, please share your updated resume with the rate expectation

Role: - Service Desk Analyst

Duration: Long Term Contract

Language requirements:

fluent English and French

Must Have Skill

Microsoft Windows,MS Remote Desktop Services (RDS),Touch Services,Video/Telepresence - Others

Job Summary

Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user’s language. Meet SLAs and keep unresolved complaints to a minimum.

Key Responsibilities

Responsibilities

• Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
• Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
• Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.
• Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
• Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
• Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.
• Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
• Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.

Skill Requirements

• IT support, with at Level 2.
• Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.
• Experience with ITSM tools (ServiceNow preferred) and remote support tools (for example LogMeIn, TeamViewer, Nexthink).
• Working knowledge of ITIL incident, request and problem management.
• Fluent written and spoken language skills as listed for the location.

Preferred

• Certifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
• Experience with macOS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.
• Experience supporting users across several countries and time zones.