Technical Support Analyst
Onico Solutions
Etobicoke, ON, Canada
18h ago

Technical Support Analyst is responsible for providing exceptional levels of technical support and is responsible for administrating, supporting, maintaining and securing all of our client’s hardware, software and technology services that support their core business operations.

Responsibilities

  • Deskside Support
  • Desktop Hardware support / troubleshooting
  • Software and Application installation and troubleshooting (Windows 7 / 10, Exchange / Outlook, Microsoft Office Suite, LANDesk, Cisco Jabber and various others)
  • Telephony (working with Conference room equipment, Cell Phones, Cisco VoIP)
  • Wireless Services (WAP)
  • Mobile devices (IOS Apps and Android)
  • Account Administration and Access Control
  • Provide timely, professional, and reliable technical support to all staff
  • Ensure incidents and service requests are actioned according to defined IT service levels
  • Work closely with IT Operations & Engineering and Information Security to troubleshoot and resolve issues
  • Support remote users through the telephone and using remote access tools
  • Troubleshoot client hardware and software issues (laptops and desktops)
  • Resolves hardware issues and coordinates appropriate technical or professional service technicians
  • Deploy images, maintain hardware Inventory and Software licenses to ensure compliance
  • Account Administration and Access Control

  • Perform User Management activities on :
  • Active Directory
  • Exchange
  • Two factor authentication system
  • Qualifications

  • Minimum 2 years of experience as a technical support analyst
  • Customer Service focus and a positive attitude
  • Well-developed customer service skills
  • Ability to work in a fast-paced environment
  • Being able to show compassion, sensitivity and have a sense of humor with others
  • Ability to support remote users over the phone
  • Degree or diploma in computer science, or equivalent education and experience
  • Excellent written and oral communications skills
  • Strong organizational and multitasking skills
  • Positive, self-motivated, adaptable, quick learner
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