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IT Level 2 Support Analyst

IT Level 2 Support Analyst

Power Staffing SolutionsWoodbridge, ON, Canada
19 days ago
Job type
  • Full-time
Job description

Company Overview :

Our client is a leading Toronto-based IT services provider that delivers IT Infrastructure and Operations solutions for enterprise-scale companies across North America. We build on our 35-plus year history as a strategic partner, and apply our experience as in-house IT experts, to help our clients solve complex business and technology issues, so they can focus on what they do best.

Job Summary

  • Our client is looking for an IT Level 2 Support Analyst for a one-year contract (Hybrid) to join a fast-paced
  • Support team and be responsible for the resolution of various incidents on client desktops and associated applications.
  • Provide advanced troubleshooting and technical support for desktop, applications such as Outlook, SharePoint and other software-related issues escalated from Level 1 support.
  • Diagnose and resolve hardware and software issues for end-users, ensuring minimal downtime.
  • Collaborate closely with Level 1 support teams to guide them in resolving complex issues and to identify recurring problems.
  • Escalate unresolved issues to Level 3 support, working with specialized teams to find permanent solutions for complex technical challenges.
  • Maintain detailed documentation of support activities, issue resolution processes, and system configurations.
  • Leverage existing knowledge-based articles to expedite troubleshooting processes
  • Monitor system performance and identify areas for improvement, implementing necessary changes to enhance system reliability and user experience.

Required skills and experience

  • 3+ years of experience in IT support, with a focus on supporting desktop and end user applications
  • Knowledge of ServiceNow ticketing platform is a must with experience in using incident management modules.
  • Experience troubleshooting Electronic Faxing Products such as RightFax, SharePoint
  • Administration (2013 / 2019 / Online) & Microsoft Office applications
  • Strong knowledge of Windows operating systems, including configuration and
  • administration.
  • Experience with Active Directory, Office 365, and remote desktop support tools.
  • Excellent problem-solving skills and the ability to work under pressure.
  • Strong communication skills, with the ability to explain technical concepts to non-technical users.
  • Experience working in a fast-paced, multi-site environment with support capabilities.