Technical Support Analyst

Job Description

Technical Support Analyst:
On behalf of our Technology client, Procom is searching for a Technical Support Analyst for a 6 month contract role. This position is a hybrid position with 2 days onsite at our client’s Toronto office. 

Technical Support Analyst - Job Description:
The Technical Support Analyst will be responsible for providing frontline technical support to users, ensuring smooth operation of IT services. The role involves responding to user requests, diagnosing basic technical issues, and collaborating with senior support staff to resolve more complex problems.

Technical Support Analyst - Responsibilities:
• Respond to user requests via ticketing system (Jira) or phone for a variety of technical and connectivity issues.
• Diagnose and resolve basic technical problems, including password resets, printer issues, and application errors.
• Provide clear instructions and guidance to users for common troubleshooting steps.
• Escalate unresolved or complex issues to the more senior support staff.
• Document all support interactions and resolutions in the ticketing system.
• Collaborate with other IT team members to ensure timely resolution of incidents.
• Assist with workstation setup, peripheral installation, and basic configuration tasks.
• Perform routine checks on equipment and report any issues promptly.

Technical Support Analyst - Mandatory Skills:
• Excellent communication and customer service skills.
• Ability to follow procedures and work effectively in a team environment.
• Strong problem-solving and troubleshooting skills for common IT issues.
• Familiarity with Windows OS, Microsoft 365 applications, and basic networking concepts.
• Experience with ticketing systems like Jira.

Technical Support Analyst – Nice-to-Have Skills:
• Diploma or certification in Information Technology or related field.
• CompTIA A+ or equivalent certification.
• Familiarity with Azure resource basics.
• Knowledge of cloud telephony basics.

Technical Support Analyst – Assignment Length:
This is a 6 month contract position.

Technical Support Analyst - Start Date:
ASAP.

Technical Support Analyst - Assignment Location:
Toronto, Ontario, Canada. This is a hybrid position with 2 days onsite required.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.