Hybrid Technical Support Analyst

at International Cultural Exchange Services

• Job title: Technical Support Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: CA$50,000 - CA$65,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Citrix, ITSM, TCP/IP, VMware
• Location requirements: Hybrid, Toronto, Canada

About the role

• Technical Support Analyst at ICES providing first-level technical support and fulfilling service requests. Responsible for managing endpoint assets and enhancing user satisfaction in a hybrid environment.

Responsibilities

• Accountable for providing first-level support via email, phone, Teams chat, or onsite to address user inquiries and technical issues
• Responsible for ensuring all requests are resolved within established service level agreement (SLA) by applying strong communication and problem-solving skills to deliver timely, effective solutions that enhance user satisfaction and productivity
• Record and document all interactions in the BMC TrackIT ticketing system, ensuring accurate tracking of incidents and requests
• Create, review, and update the Service Desk knowledge base to support service delivery
• Provide orientation and training to new staff on IT procedures, laptop management and best-practices
• Responsible for managing endpoint assets by provisioning and configuring laptops, maintaining and updating software packages, and overseeing the administration of security policies
• Collaborate with stakeholders and invite feedback for customer service improvement
• Participate in developing the Support Service Delivery strategy and implementing best practice initiatives and process improvement
• Perform Identity and Access Management (IAM) tasks, including onboarding new users, validating and updating access permissions, and offboarding accounts
• Assist with IT Asset Management process and maintain hardware inventory
• Enhance knowledge of emerging technologies by reading professional publications, and participating in educational and training opportunities
• Flexible in availability with regards to working hours and days scheduled required
• Other duties as may be assigned within the scope of this position

Requirements

• University Degree in Information Technology Program and equivalent IT industry certificates such as ITIL v4
• 2+ years of technical support experience in Windows/Mac OS
• Proficiency in hardware configuration, upgrade, troubleshooting, and repair (desktops, laptops, and peripherals)
• Worked with IT Service Management tool including BMC TrackIT
• Server Administration Tools including Active Directory, DHCP and Group Policy Management, Citrix Management and VMWare
• Experience in managing Windows 11 and Apple Operating Systems through Intune/SCCM and PatchMyPC, and Support tools including BeyondTrust Support
• Strong troubleshooting techniques around M365 Applications and Services including SharePoint, OneDrive and Teams
• Understanding of Network configuration including TCP/IP networks
• ITIL concepts and understanding of its practices
• Aptitude for learning software quickly with minimal instruction
• Ability to work well in a team environment

Benefits

• Flexible remote work arrangements anywhere in Ontario
• Competitive Compensation
• Comprehensive Benefits Program
• HOOPP Pension Plan (Defined Pension)
• Employee Assistance Program and Dialogue Well Being Program
• Generous vacation, float and caregiver days for all employees
• Education Fund and Dedicated Education Days
• Holiday Closure
• Perkopolis Employee Discount Program