Sr Technology Analyst

TTI, Inc.; Toronto; On-site; CAD 63,000 - 83,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Bonus potential

Paid time off

Wellness allowance

Job summary

TTI Canada is seeking a Senior Technology Analyst to lead end-user computing deployments, provide Level 1‑2 support, and partner with internal teams to standardize technology. This is a Toronto-based, hands-on role focused on delivering high-quality end-user experiences.

The position emphasizes customer-facing service, ticketing in Jira, and ongoing improvements of end-user solutions across Windows, macOS, and productivity apps.

Qualifications

• Bachelor's degree or diploma in Information Technology or equivalent hands-on experience.
• Minimum 2 years of hands-on IT support/technology analyst experience (senior level expected).
• Strong experience with Windows OS, macOS, Microsoft 365 and Office apps.
• Experience supporting laptops, desktops, mobile devices, printers, and peripherals.
• Experience with Jira or similar ticketing systems in customer-facing support.
• Excellent verbal and written communication in English.
• Ability to explain technical concepts in simple terms to non-technical users.
• Strong prioritization and time-management skills.

Responsibilities

• Lead deployment and lifecycle management of end-user devices and peripherals.
• Provide Level 1–2 support for hardware and software issues with break/fix troubleshooting.
• Deliver advanced support for Windows/macOS and core business applications.
• Manage imaging and output devices in the Canadian environment.
• Own and resolve tickets in Jira with timely, clear documentation.
• Mentor first-level analysts and coordinate with Field Service and vendors.
• Drive process improvements and best practices for end-user services.
• Collaborate with IT teams to implement upgrades and new technologies.
• Remain current with emerging end-user technologies and trends.

Skills

End-user support

Communication skills

Troubleshooting

Organizational skills

Problem solving

Accountability

Continuous learning

Customer-focused

Education

IT degree or diploma

Tools

Jira

MS Project

MS Visio

ServiceNow

Job description

At TTI, people come for the opportunity and stay for the culture!

Job Description:

Sr Technology Analyst

Techtronic Industries Inc. | Milwaukee®, RYOBI®, Hoover®

Full-Time | Permanent | Toronto Head Office | P1

About TTI Canada

Are you ready to lead the way in shaping an empowering work environment with a global leader in power tools, outdoor equipment, and floorcare products? At TTI, we are known for our innovative products, world-class brands, and an unrelenting commitment to operational excellence. With iconic brands like Milwaukee®, RYOBI®, and Hoover®, we’re not just about delivering outstanding performance but also about creating exceptional development for our people. If you’re passionate about building your career in a dynamic, fast-paced environment, we want to hear from you! At TTI, culture drives performance, and it’s at the heart of everything we do. We are fast, innovative, and constantly evolving but above all, we’re a team that celebrates success together. We reward creative thinking and encourage your self development. Join us in driving a culture that supports sustainability, growth, and leadership.

Position Description

The Senior Technology Analyst, Client Technologies is a senior subject matter expert (SME) responsible for the design, deployment, support, and continuous improvement of end-user technology solutions. This role owns the day-to-day productivity experience for end users and serves as a trusted technical advisor in a highly customer-facing environment. This is a hands-on position that delivers high-quality Level 1 and Level 2 support, acts as an escalation point for complex issues, and partners closely with internal teams, vendors, and business stakeholders to standardize and optimize end-user technologies.

What You Will Do

• Lead the deployment, support, and lifecycle management of laptops, desktops, tablets, printers, peripherals, and accessories.
• Provide customer-facing support for hardware and software issues, including break/fix troubleshooting.
• Deliver advanced support for Windows and macOS operating systems, productivity tools, and core business applications.
• Support imaging and output devices, including printers and multi-function devices (print/scan/copy/fax/plotters).
• Provide support for mobile and mobility solutions, including iOS devices (iPhone, iPad).
• Own, manage, and resolve support tickets within the Jira ticketing system, ensuring timely response, accurate documentation, and adherence to service-level expectations.
• Prioritize, triage, and elevate tickets appropriately while maintaining a high standard of customer communication.
• Identify recurring issues and trends within Jira to support continuous improvement and root-cause analysis.
• Own and continuously improve the standard system image and configuration for the Canadian environment.
• Design, coordinate, and manage hardware and software standards to ensure consistency, security, and productivity.
• Partner with Field Service and Factory Sales teams to align technology solutions with business needs.
• Act as an escalation point for first-level analysts and technicians, providing guidance and mentorship.
• Contribute to process improvement, documentation, and best practices across end-user support services.
• Maintain strong relationships with OEM and technology vendors.
• Collaborate with vendors to understand product roadmaps and drive efficiencies in sourcing, pricing, design specifications, and deployment standards.
• Communicate effectively with business users, translating technical concepts into clear, non-technical language.
• Work closely with other IT functional teams to implement new technologies, upgrades, and improvements.
• Stay current with emerging technologies, trends, and best practices relevant to end-user computing.
• Travel to sites as required to support deployments and initiatives.

What You Will Bring

• 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 (Word, Excel, PowerPoint).
• Experience supporting laptops, desktops, mobile devices, printers, and related peripherals.
• Experience working with ticketing systems, preferably Jira, in a customer-facing support environment.
• Strong troubleshooting, diagnostic, and problem-solving skills.
• Excellent verbal and written communication skills in English.
• Proven ability to communicate effectively with customers, vendors, and technical teams.
• Ability to explain technical concepts in clear, simple terms to non-technical users.
• Strong organizational skills with the ability to prioritize tasks and meet deadlines.
• High level of accountability and attention to quality.
• Demonstrated commitment to continuous learning and professional growth.
• A+ and/or Network+ certification is an asset.
• Experience with MS Project and/or MS Visio is an asset.
• Familiarity with ServiceNow is an asset.
• Valid unrestricted G driver’s license with a clean driving record.

What You Will Benefit From

• Extensive health benefits, including vision and dental care
• Retirement Savings Plan with Employer Matching Contributions
• Competitive Base Salary (63K to 83K), plus annual bonus
• Paid time off and employee discount programs
• Annual $500 Wellness Program allowance

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Diversity, equity, and inclusion are at the core of our values at TTI. Because of our commitment to a multicultural and inclusive workplace, our people are our competitive advantage. We foster an inclusive environment where diversity is valued and where all employees feel safe to contribute their ideas, share their experiences, and represent their diverse backgrounds to innovate and solve complex problems as one team. We actively support and accommodate the diverse needs of our team, creating an empowering space where everyone can thrive.