A Infrastructure Technology Analyst will provide computer support services to users in all areas of the company, address various technical incidents and problems, work with various types of software, and support PC hardware/peripherals and operating system platforms within secure environments.

Responsibilities:

• Tasks include Account administration, software and hardware troubleshooting, diagnosing problems, installing software, creating end user documentation, and other tasks associated with end user readiness and support. You will provide computer support to all staff (Engineering, Administrative, Information Technology, etc.) within established service levels.
• You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.
• Provide support to ensure stable, reliable desktop systems to the user community across all offices.
• Using the corporate Service Management tool, you will provide exceptional Tier 2 technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner
• Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets
• Use customer service skills to clearly and effectively communicate with end users using corporate telephony and messaging tools
• Perform analysis, troubleshooting and resolution of end user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required
• Perform basic analysis, troubleshooting and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required
• Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
• Continually maintains and upgrades technical capabilities and knowledge
• Creates and maintains department procedures, user guides, and support documentation
• Participates in technical testing and projects as directed 


Requirements:

• Education in a related field
• Bilingual in English and French.
• Experience of providing support in a Help desk/ desktop support environment.
• Experience in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
• Should have functional knowledge of ITIL best practices.