it support analyst - level 2 in toronto

posted
job type
permanent
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job details

posted
location
toronto, ontario
job category
Technologies
job type
permanent
reference number
2109342PROEN
apply now

job description

One of the largest insurance companies in Canada and fourth largest in North America among life and health insurance companies is looking to bring on board a IT Support Analyst - Level 2 in their Vaughan office.

Specific Responsibilities:
o Lead and guide in answering and logging all Service Desk requests promptly.
o Provide triage and resolve second line support requests.
o Assist and lead in diagnosing and troubleshooting.
o When necessary, escalate incidents.
o Prioritize requests and follow-up on resolution and update tickets/customers.
o Act as the liaison between end users and the IT department.
o Maintain IT support documentation and end user documentation/knowledgebase.
o Work independently and as part of a team on various ongoing tasks.
o Maintain and administer policies when handling support issues to meet objectives of service availability and response time to increase efficiency and effectiveness.
o Follow Help Desk ticketing processes to triage, log, assign, escalate, and resolve problems reported.

Qualifications
The successful candidate will be comfortable working in a fast-paced environment, with the ability to coordinate multiple activities. Previous experience mentoring a small team is an asset, along with a willingness to share and demonstrate knowledge with fellow team members to improve services and support.

o Proven technical experience providing solutions in a financial technology environment.
o Ability to complete application, OS patching and updates deployment throughout the enterprise.
o Excellent verbal and written command of the English language. French is an asset.
o Exceptional customer service skills and phone manner.
o Ability to work with vendors and service providers.
o Punctual, reliable, and self reliant.
o Experience supporting Financial business applications.
o 3-5 years’ level 2 Technical support experience, with strong analytical and technical skills, preferably with an ITIL framework.
o Advanced Computer and Networking Troubleshooting Skills.
o Advanced MS Office and BackOffice Skills on multiple versions.
o Knowledge of Windows7 necessary.
o Knowledge of Jira (Equivalent Ticketing Systems), Exchange, AD, Airwatch, Mobile Devices.
o Network Connectivity experience and basic LAN Administration knowledge.
o Appropriate industry accreditation or certification i.e. ITIL, MCP / MCSA; etc.
o Comfortable and exposed to research, evaluate, initiate tasks and recommend new products, services, tools, technologies and equipment.
o Desirable qualities and aptitude for this position include technical competency, accountability, courtesy toward others, ability to learn, aptitude for teamwork.
Randstad Professionals Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.