Technical Analyst (Support Services)

Role overview

What you’ll do

• Develop, implement, and support tools, processes, and technical solutions that improve business capabilities.
• Lead team and stakeholder meetings and participate in an after-hours on-call rotation.
• Provide technical support by phone, email, chat, and one-on-one interactions.
• Facilitate resolution of major IT incidents.
• Troubleshoot second-level and common IT issues, analyze trends, and document findings.
• Gather and interpret requirements, configure and enhance systems, and continuously improve tools and processes.
• Resolve customer issues and maintain accurate troubleshooting documentation.
• Use cloud technologies, including SaaS and PaaS, and system integration knowledge to deliver solutions.

Required qualifications

• Diploma or certificate in information technology or computer science.
• At least two years of service desk, call centre, or related experience, or an equivalent combination of education and experience.
• In-depth knowledge of common software and operating systems.
• Exceptional commitment to customer service.
• Extensive knowledge of systems analysis, design concepts, and computing and software industry trends.
• Valid driver’s licence.
• ITIL V3 Foundations certification is listed among the required qualifications.
• English is the required language.

Preferred qualifications

• ITIL certification, Mac certification, and Microsoft certification are preferred.

Work arrangement

• Hybrid work options are available.

Compensation

• Salary range is $72,930–$98,670, with eligibility for a performance-based incentive. The posting does not state the salary cadence.