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KTek Resourcing

Service Desk Analyst

Mississauga, ON, Canada

Contract

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Job details

Job type: Contract
Apply by: Dec 4, 2026
Posting language: English
Posted: Nov 4, 2026

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.

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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

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

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