Systems Administration Advisor

Compunnel, Inc.; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Technical Support Analyst with 5-6 years of experience in IT Support to assist clients with technical issues. The role involves troubleshooting various IT service requests, providing superior customer service, and collaborating with the team. Candidates should possess a bachelor’s degree in a related field and have solid knowledge of Windows OS, ITSM systems, and excellent communication skills.

Qualifications

• 5-6 years of related work experience in Service Desk/IT Support.
• Must have 3+ years in a senior role on the Service Desk.
• Knowledge of network fundamentals and mobile device platforms.

Responsibilities

• Provide customer-friendly assistance to clients using IT products and services.
• Troubleshoot, diagnose, and resolve Level 1/2 incidents.
• Train and mentor other service desk associates as needed.

Skills

Communication

Customer Service

Analytical Problem-Solving

Organizational Skills

Education

Bachelor's degree in computer science or related field

Tools

Service Now

Citrix Systems

Microsoft Office 365

Active Directory

Job description

5-6 years related work experience required in 5 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in an MS Windows / MS Office environment

A bachelor's degree in computer science or related field required

Must have 3+ years acting in a more senior role on the Service Desk.

Advanced Knowledge of various Operating systems (OS) such as Windows 10 and MAC OS Knowledge of various mobile devices, such as iOS and Android platforms

Knowledge of Network fundamentals

Solid experience with Citrix Systems application

Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.)

Solid experience of Microsoft Office 365

Knowledge and experience with ITSM systems such as Service Now or Remedy

May produce complex documents, perform analysis, and maintain databases

Strong communication skills (both written and oral), strong customer service, and excellent interpersonal skills with the ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary

Excellent organizational skills with the ability to handle and prioritize multiple projects

Healthcare application and healthcare industry knowledge helpful

Analytical Problem-Solving Skills – must be adept at analyzing technical challenges, identifying possible causes, and advocating for solutions

Must have a desire to provide superior customer service for internal and external customers

Strong communication skills (both written and oral), strong customer service, and excellent interpersonal skills with the ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.

Excellent organizational skills with the ability to handle and prioritize multiple projects.

Healthcare application and healthcare industry knowledge helpful

Ability to take direction from all levels.

Exhibit a high level of individual initiative as well as work well within a collaborative team environment.

Responsibilities:

This position will provide customer-friendly assistance to clients having trouble using IT products and services.

The Technical Support Analyst will troubleshoot, diagnose, and resolve or escalate Level 1/2 incidents as necessary.

Performing technical customer support via telephone, chat, and email support

Provide level 1 triage and resolutions such as password resets, account unlocks, and troubleshooting network connectivity issues.

Performing callbacks as required

Acting as a subject matter expert (SME) across limited subject areas

Training and mentoring other service desk associates as needed.