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    Infrastructure & Support Analyst - Toronto, Canada - Intelliware Development Inc.

    Intelliware Development Inc.
    Intelliware Development Inc. Toronto, Canada

    2 weeks ago

    Default job background
    TEMPORARY
    Description

    At Intelliware, you'll have the opportunity to be part of a top-notch Tech Ops team and work with bleeding edge technology.

    Under the supervision of VP, Technical Operations, you will support end users and work on staging, configuring and supporting server, workstation and network-related hardware and software applications.


    Responsibilities/Accountabilities:
    Act as primary point of contact for onsite and roaming user-related technical issues including hardware and software problems, network connectivity, and system errors
    Respond to user inquiries and provide prompt, accurate, and professional technical support via various channels
    Track and manage user inquiries and issues using help desk software and ticketing system
    Diagnose and troubleshoot user-reported problems, utilizing appropriate testing tools and methodologies to identify the root cause of issues
    Document user issues, resolutions, and troubleshooting steps in a comprehensive and organized manner
    Maintain and develop an inventory of network hardware and software
    Configure and distribute workstations and laptops
    Onboard and train new employees
    Help design and implement scalable technology infrastructure solutions
    Establish and enforce security/ cybersecurity lens
    Collaborate with IT Team for infrastructure improvements and driving operational efficiency
    Investigate, learn, and apply new technologies/processes

    'Must Have' Skills and Qualifications:

    Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to technical and non-technical users
    Strong customer service orientation and a passion for delivering exceptional user support
    Proven problem-solving and analytical skills, with the ability to logically diagnose and resolve user issues
    Ability to work both independently and collaboratively in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines
    Proficiency in using various operating systems, software applications, and hardware devices
    Knowledge in supporting LAN and WAN solutions
    Experience using Microsoft Active Directory, Office 365 & Microsoft Entra ID
    Familiarity with help desk software and ticketing systems
    Understanding of security/cybersecurity principles
    Research skills and up-to-date knowledge on technology advancements
    Degree/Diploma in a relevant field or equivalent practical experience
    'Nice to Have' Skills and Qualifications:
    Experience with Modern Enterprise Grade Switches and Firewalls
    Experience with Docker or other containerization technology
    Experience with MDM solutions
    Experience with Endpoint backup and Endpoint EDR systems
    Experience with scripting in Windows and Linux
    Experience with VMWare Workstation or Fusion
    Experience with Microsoft Hyper-V or VirtualBox
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