Technical Support Analyst
Onico Solutions
Toronto, ON, Canada
2d ago

The Technical Support Analyst provides both Level 1 and Level 2 technical support.


  • Manage and process all telephone, online or email technical support requests and incidents
  • Answer all user requests log them and analyze, document and resolve problems to end users’ satisfaction
  • Escalate tickets as required
  • Follow-up with users until the issue is resolved and the ticket is closed
  • Ensure that user requests are handled according to established service criteria
  • Perform basic remote desktop, application and network troubleshooting and provide high-level support to all users based on troubleshooting results and according to established criteria
  • Install computer hardware and software
  • Identify and resolve various types of incidents related to workstations, printers, mobile units, IP telephony and video conferencing
  • Participate in and manage multiple tasks, activities, deployments while being able to report on them
  • Deliver project status updates i.e. keeping track of and ensuring all aspects of activity or deployments are moving in the right direction
  • Ensure that workstations and peripherals are operational and optimally used
  • Create and destroy user profiles and various types of access according to client needs
  • Provide daily follow-up on active tickets
  • Document, analyze and continuously improve procedures, problems and their resolution
  • Provide advice to users
  • Provide backup to peer group during absences

  • College diploma in computer science or equivalent.
  • Minimum 2 years of experience as a Technical Support Analyst in an IT Support environment
  • In-depth knowledge of Microsoft Windows 10, Microsoft Office suite and tools, desktop and laptop computers, BlackBerry devices, iPhones, iPads, multifunction printers, video conferencing, the network environment (network implementation, support and management, LAN / WAN, TCP / IP protocol, router and switch management)
  • Excellent troubleshooting and incident resolution skills

  • Strong communication skills
  • Good interpersonal skills, team player and contributor to a positive team dynamic.
  • Ability to work under pressure; sense of urgency and customer service-oriented
  • Versatility, adaptability to new technologies and change
  • Strong organizational, priority management and multitasking skills; results-oriented
  • Motivated, creative, flexible, responsible and proactive
  • Availability to work outside regular work hours
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