Onsite Deskside Support Analyst - Toronto, Canada - Compugen Inc

Compugen Inc

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position:
Onsite Deskside Support Analyst

Location:
Toronto

About Compugen
Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day,

our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations.

We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we'd love to talk to you.

Join us and help us make a difference.

Role:
Onsite Deskside Support Analyst

Reporting to the Desktop support manager, you will optimize the quality of interventions and services offered in IT, by acting as a resource person and technical advisor in your area of expertise.

Responsibilities

Provide level two technical support to users for any incident and standard request within predetermined deadlines
Provide technical assistance both through the IT SHOP and remotely to respond to user requests and implement the necessary fixes
Follow processes in place to complete requests within preestablished deadlines
Document all interventions and solutions for incidents in our ITSM system (Remedy)
Follow up with users and business partners to ensure their needs are met
Participate in the maintenance and creation of documentation and procedures for all systems, including IT policies and standards, and ensure that they are followed.
Participate in IT projects that require level two technical support expertise
Work with other IT teams to resolve issues quickly and implement new technologies.
Be in proactive by anticipating and mitigating potential problems, as well as identifying root causes in order to avoid any tendency for repetition.
Keep abreast of technological developments in order to follow the evolution of systems, equipment and software, develop skills and knowledge in order to increase professional autonomy.
Creation / Modification of Powershell scripts
Indepth experience in MAC support, configuration process, incident investigations, etc
Be able to analyze SCCM logs and provide solutions following installation issues
SCCM investigation, following installation issues, log analysis, understanding of dependencies, subdependencies, prerequisites and detection methods
Be able to support Static vs dynamic VDI, secure VLAN.

Requirements:

Completed threeyear college diploma or academic equivalent, related to the industry, and 3 years of relevant experience
Experience in level 2 support for a large network (more than 5000 PCs)
Excellent sense of customer service is required
A very strong sense of urgency is essential and the ability to prioritize work according to severity.
Excellent knowledge of Office 36
Good knowledge of Active Directory, Azure AD, SCCM, Exchange, JAMF / Intune, Vsphere.
Experience supporting a financial institution
Excellent leadership qualities
Good ability to work in a stressful environment
Good ability to work in a team
Good ability to follow established processes

Equity Statement
Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process.

We aim to provide a work environment where excellence is allowed to flourish, and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process.

If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs.