Tier 2 Deskside Support/Infrastructure Analyst

TEEMA; Sainte-Anne-de-Bellevue; On-site; CAD 60,000 - 74,000; Full time

Job summary

A leading company in Quebec is seeking a Bilingual Tier 2 Deskside Support/Infrastructure Analyst to join their IT Department. The role involves providing technical support, troubleshooting issues, and maintaining documentation. Ideal candidates will have strong analytical skills and a background in desk-side support, with a focus on customer service.

Qualifications

• Minimum 1 year of support experience in desk-side support or Help Desk.
• Must hold security clearance at Reliability Status level.

Responsibilities

• Provide Tier 2 technical and user support via various channels.
• Troubleshoot and resolve end-user technology issues.
• Maintain and create support documentation.

Skills

Bilingual

Analytical Skills

Problem-Solving

Education

Diploma or Degree in Related Studies

Tools

Microsoft Windows 10

Active Directory

SCCM

Office 2016/O365

Job description

Job Title:Bilingual Tier 2 Deskside Support/Infrastructure Analyst 1
Job ID:80145
Location:Montreal, Quebec – Onsite

Overview:
The IT Department is seeking an Infrastructure Technology Analyst to join our Tier 2 Deskside Support team. You will provide computer support services to users in all areas of the company, address various technical incidents and problems, work with various types of software, and support PC hardware/peripherals and operating system platforms within secure environments. Your duties will also include account administration, software and hardware troubleshooting, diagnosing problems, installing software, creating end-user documentation, and other tasks associated with end-user readiness and support. You will provide computer support to all staff (Engineering, Administrative, Information Technology, etc.) within established service levels. Work is generally supervised and performed in accordance with established objectives and guidelines. Technical guidance is provided by the Team Lead or Manager. The Infrastructure Technology Analyst takes some independent actions regarding assigned work. Decisions are typically made within established guidelines.

What you will be doing:

• You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.

• Provide support to ensure stable, reliable desktop systems to the user community across all offices.

• Using the corporate Service Management tool, you will provide exceptional Tier 2 technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner

• Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets

• Use customer service skills to clearly and effectively communicate with end users using corporate telephony and messaging tools

• Perform analysis, troubleshooting, and resolution of end-user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required

• Perform basic analysis, troubleshooting, and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required

• Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration

• Continually maintains and upgrades technical capabilities and knowledge

• Creates and maintains department procedures, user guides, and support documentation

• Participates in technical testing and projects as directed

• Stay abreast of new technologies.

What you must have:

• Successful candidates must obtain and hold security clearance at the Reliability Status level and pass a security assessment for the Controlled Goods Program (CGP).

• Must be fluent in English and French (bilingual)

• A diploma or degree in related studies and a minimum of 1 year of providing support (in person, by email, and telephone) in a desk-side support or Help Desk environment, or an equivalent combination of training and experience.

• Must be a good team player with the ability to work well with others and demonstrate a professional demeanor.

• Strong analytical and problem–solving skills with the ability to identify root causes

Salary/Rate Range:up to $74,000/annually CAD

For more information about TEEMA and to consider other career opportunities, please visit our website atwww.teemagroup.com