Service Desk Analyst
- Mississauga, ON, Canada
Contract
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Job details
- Job type
- Contract
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- Posting language
- English
- Posted
Original job description
Must Have Skill:
Microsoft Windows, MS Remote Desktop Services (RDS), Touch Services, Video/Telepresence - Others
Language requirements:
Canada: fluent English and French
Job Summary:
Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user’s language. Meet SLAs and keep unresolved complaints to a minimum.
Key Responsibilities:
- Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
- Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
- Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.
- Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
- Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.
- Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
- Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.
Skill Requirements:
- 5+ years in IT support, with at least 3 years at Level 2.
- Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.
- Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.
- Experience with ITSM tools (ServiceNow preferred) and remote support tools (for example LogMeIn, TeamViewer, Nexthink).
- Working knowledge of ITIL incident, request and problem management.
- Fluent written and spoken language skills as listed for the location.
Preferred:
- Certifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
- Experience with macOS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.
- Experience supporting users across several countries and time zones.
More about this job
Responsibilities
Provide Level 2 remote support, resolving escalated incidents and service requests across operating systems, networks, applications, and endpoint management within SLA. Document solutions, coordinate escalations through closure, and keep users informed in the language required for their region.
Requirements
Requires at least five years of IT support experience, including three years at Level 2, with strong Windows, Microsoft 365, identity management, and networking skills. Candidates should have experience with ITSM and remote support tools, working knowledge of ITIL, and fluent written and spoken language skills appropriate to the location; relevant certifications and additional platform or industry experience are preferred.
Skills
- Microsoft Windows
- Remote Desktop Services
- Touch Services
- Video and Telepresence
- Microsoft 365
- Active Directory
- Entra ID
- Networking
- TCP/IP
- DNS and DHCP
- VPN
- Endpoint Management
- Intune
- ITSM
- ServiceNow
- ITIL
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
Keywords
- Windows 10
- Windows 11
- macOS
- iOS
- Android
- Microsoft 365
- Outlook
- Exchange
- Teams
- OneDrive
- SharePoint
- Intune
- Entra ID
- Azure Active Directory
- Active Directory
- Group Policy
- Okta
- Single Sign-On
- Multi-Factor Authentication
- LAN/WAN
- Wi-Fi
- VPN
- DNS
- DHCP
- TCP/IP
- ServiceNow
- LogMeIn
- TeamViewer
- Nexthink
- ITIL 4 Foundation