Technical Analyst

About the Role

This position is for a Technical Analyst based in Canada, supporting critical desktop and enterprise IT environments. The role involves a blend of hands-on technical support and client service, focusing on maintaining the stability and performance of IT infrastructure. You will be instrumental in assisting end users, including executive stakeholders, within a complex, distributed system. Key responsibilities include resolving escalated technical issues, analyzing problems, and ensuring seamless service continuity across various platforms. The role also contributes to operational improvements and continuous enhancement initiatives within a collaborative, service-oriented team. This is an excellent opportunity to leverage strong technical skills to positively impact user experience and service quality in a vital setting.

Accountabilities

• Manage and maintain end-user and desktop environments, ensuring efficient resolution of technical incidents and service requests across a distributed IT ecosystem.
• Examine, diagnose, and resolve service desk tickets, including Level 2 and Level 3 escalations, to ensure timely and accurate solutions for technical problems.
• Provide specialized support to VIP and executive users, addressing incidents, requests, and escalations with utmost professionalism and promptness.
• Oversee the monitoring, tracking, and follow-up of incidents until resolution, ensuring adherence to service quality standards and Service Level Agreements (SLAs).
• Support desktop infrastructure encompassing Windows, macOS, Microsoft Office, Active Directory, Azure/Entra ID, Intune, and SCCM/MECM environments.
• Conduct testing and validation for system updates, imaging modifications, and application deployments to guarantee quality and stability.
• Contribute to the creation of documentation, updates to the knowledge base, reporting, and the ongoing improvement of technical processes and standards.
• Analyze trends in incidents and system performance to pinpoint root causes and propose sustainable, long-term solutions.

Requirements

• Possess post-secondary education in IT or a comparable blend of formal education and practical technical experience.
• Demonstrate experience in supporting enterprise desktop environments and resolving intricate technical issues.
• Exhibit strong proficiency with Windows 10/11, macOS, Microsoft 365, Active Directory, Azure AD/Entra ID, Intune, and endpoint management tools.
• Show familiarity with SCCM/MECM or comparable platforms for software deployment and system management.
• Have prior experience providing end-user support in a corporate or government-like setting, with a preference for experience supporting executives or VIPs.
• Possess excellent communication abilities, capable of explaining technical concepts clearly and concisely to users.
• Exhibit strong skills in problem-solving, prioritization, and organization within a dynamic support setting.
• Maintain a customer-centric approach with a high degree of professionalism, discretion, and interpersonal effectiveness.

Benefits

• Receive competitive remuneration with a structured salary advancement path.
• Access comprehensive health, dental, and wellness benefits for employees and their families.
• Benefit from a defined benefit pension plan.
• Enjoy hybrid and flexible work arrangements, accommodating both remote and on-site needs.
• Receive paid vacation time that increases with length of service.
• Engage in continuous training, certification opportunities, and professional development programs.
• Utilize employee assistance and wellness programs.
• Work within a supportive, collaborative team environment guided by strong leadership.
• Participate in recognition programs and explore career advancement opportunities within a global organization.

How Jobgether Works

Our AI-powered matching system efficiently and objectively reviews applications against the core requirements of the role. It identifies top-qualified candidates, whose profiles are then forwarded to the hiring company for their internal review. The hiring company manages all subsequent steps, including interviews and assessments.

We appreciate your interest and wish you success!

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