Technical Support Analyst - Toronto, Canada - The Royal Conservatory

The Royal Conservatory

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Description:

What is the Opportunity?:

Main Duties & Responsibilities:

Provides ongoing support, troubleshooting, migrations, deployment, hardware break/fix, and debugging for various technologies, including Windows PCs and servers, Mac OS X, Linux, web browsers, printers, mobile devices such as iPhones and Android phones
Provides executive and executive assistant whiteglove deskside computing support
Network support, including network cabling, phone installation and maintenance
Maintain and support the Tech-Lab consisting of Windows PCs and Macs
Tracks the inventory of RCM ITprovided equipment
Develops documents for end users and maintains IT knowledgebase
Manages a fastpaced queue of end user support inquiries and requests, attempting to resolve issues on first contact
Follows standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards, tracks issues and reports on top items affecting end users
Communicates with users to help understand and resolve problems, including status updates on requests, expectation management and pending projects
Contributes to continuous improvements in our daytoday computing environment by providing input based on user feedback, and identifies and documents opportunities for improvement based on enduser suggestions
Works in accordance with all health and safety requirements
Performs other duties as assigned

Job Requirements:

What We're Looking For:

Bachelor's Degree or College Diploma in computer technologyrelated fields is required
Demonstrated success supporting executive end users is required
Minimum 3 years of IT help desk or IT end user support and Office 365 Administration experience
Experience supporting Mac OS devices
Relevant entry level technology certifications in one or more of Microsoft, CompTIA A+, VMware VCP, ITIL, CCNA or AWS is required
Handson experience with Windows 10, Windows Server 2012 and later, Mac OS and Linux
Knowledge of Windows workstation patching using WSUS or other patching solutions
Experience working with remote access tools such as VPNs, SSH, TeamViewer, Remote Desktop, etc.
Ability to play close attention to detail while performing technically detailed tasks is required
Excellent interpersonal skills with executive staff in high pressure situations
Demonstrated interpersonal skills and the ability to maintain effective working relationships with others
Possess a clear understanding of customer service and support
Ability to multitask, prioritize and keep up with a fastpaced environment
Excellent written and verbal communication skills
Superb problemsolving abilities
Ability to learn quickly and accurately
Effective teaching skills and willingness to share knowledge
Passionate about learning new technologies, motivated and selfdriven
Able to work independently must be selfmotivated and demonstrate initiative within the limitations of defined responsibilities
Knowledge with Managed Engine Desktop Central, Zoho Desk and Sophos Central is an asset
Working experience with Pro Tools, Final Cut Pro is an asset
13 years of cloud computing experience, AWS or Azure is an asset
Basic knowledge of SQL and programming is an asset

Additional Information:

This position is required to be onsite in the office
Availability to be on call and work evenings and periodic overtime
Works with confidential issues and data
Physical deployment of workstations and printers requires the lifting of PCs and hardware
The occasional necessity to work in locations with restricted access and/or in awkward positions, demanding physical agility
Use of small hand tools may be required

How to Apply:

The RCM is committed to fostering an inclusive, equitable and accessible workplace.

In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and the RCM's Anti-Racism, Access and Equity Policy, accommodation will be provided at any stage of in the recruitment and selection process.

Applicants are asked to make their accommodation needs known when they have been contacted for an interview.

The RCM thanks all applicants for their interest in this position; however, only those selected for an interview will be contacted.