IT Analyst - Concord, Canada - New Age Group

New Age Group

Verified Company

Concord, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About New Age:

General Role Description:

General Duties/Key Responsibilities (Including but not limited to):

Technical Support:

Troubleshoot and resolve hardware and software issues for desktops, laptops, printers, and other peripherals.
Provide remote support to installation staff on all security product installation while onsite.
Perform software and firmware updates as scheduled.
Assist in maintaining and managing user accounts, permissions, and access rights.
Collaborate with other IT team members to escalate and resolve complex issues.

Ticket Management:

Create, track and prioritize support tickets using the IT service desk system (Jira).
Ensure timely resolution of tickets and escalate unresolved tickets to L2 or VP of Operations.
Log support time in Jira for billing purposes.
Keep endusers informed with the status of their IT tickets.

Product Pre-Installation and Training:

Prepare documentations required during the preinstallation.
Conduct onboarding sessions with clients to get contract and other internal documents completed and signed prior to system installations.
Provide product tutorial/training and guidance to enduser's post installation.

Product Staging:

Work closely with Senior Project Manager and Operations Analyst in scheduling product staging.
Conduct product staging to ensure quality standard is being met.
Follow staging procedures and complete product checklist.
Assist Operations team in preparing staged products to be packaged and shipped.

Documentation Management:

Contribute to the development and improvement of IT processes and procedures including QRGs.
Review and complete maintenance inspection/remote support reports within 5 days of receiving them.
Maintain the accuracy of all IT documents, procedures, and QRGs.

Communication:

Engage in regular ITrelated and Operations team meetings with internal and external stakeholders.
Contribute and assist with periodically sharing current technical information, knowledge and tips with users, clients, and colleagues through various internal communication channels.
Keep internal stakeholders informed of any challenges or issues that may require escalation/attention.

This role is not limited to the above listed responsibilities; other tasks may be assigned as required.

Work & Education and Experience Requirements:

Bachelor's degree in computer science, Information Technology, or related field.
CompTIA ITF+/A+/Network+, Microsoft 365 or equivalent certification(s) would be an asset.
Prior experience in a technical support role or IT helpdesk environment.
Proven ability to troubleshoot and resolve technical issues using problemsolving skills hardware, software and network issues.
Strong knowledge of Windows operating systems.
Experience in ticketing systems (Jira).
Strong analytic and organization skills with great attention to detail.
Ability to work in a fastpaced environment.
Proven ability to proactively learn new technologies.
Excellent communication skills both in verbal and writing.
Proficient in typing, minimum 60/wpm with high accuracy level is critical to this position.
G Driver License, and own vehicle preferred.
Reside within 30 kms from the Concord office.

Mandatory Requirements:

Job Types:
Full-time, Permanent and 100% on-site

Schedule:

8hour shift
Monday to Friday

Starting Base Salary:
$47,250.00

Benefits:

Dental care
Extended health care
Vision care

As part of the hiring process, New Age will be conducting a very thorough work reference check. Please have references available upon request.

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