Service Desk Analyst

Yochana; Mississauga; Teletrabalho; CAD 60 000 - 85 000; Tempo integral

Resumo da oferta

Yochana IT Solutions Inc. is seeking an experienced Level 2 IT support engineer to provide remote end-user assistance across Windows, macOS, iOS and Android.

You will resolve escalations from the Service Desk, meet SLAs and document fixes for knowledge bases in multiple languages. Responsibilities include diagnosing network issues, managing Intune and Entra ID, supporting Microsoft 365 apps, and escalating to Field Services as needed, while ensuring clear communication with users in the required

Qualificações

• 5+ years in IT support, with at least 3 years 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 (LogMeIn, TeamViewer, Nexthink).
• Working knowledge of ITIL incident, request and problem management.
• Fluent written and spoken language skills as listed for the location.

Responsabilidades

• 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.

Conhecimentos

Windows OS

Microsoft 365

Entra ID / Azure AD

Active Directory

Intune

TCP/IP

DNS / DHCP

VPN

ITSM tools

ServiceNow

LogMeIn / TeamViewer

ITIL

Communication in EN/FR/ES/PT

Ferramentas

ServiceNow

LogMeIn

TeamViewer

Nexthink

Descrição da oferta de emprego

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

• 5+ years in IT support, with at least 3 years 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.