it support analyst - level 2 in toronto

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toronto, ontario
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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.

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.