Service Desk Analyst
- Mississauga, ON, Canada
Contract
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Job details
- Job type
- Contract
- Apply by
- Experience
- 5+ years of IT Support experience, including 3+ years in L2 Support.
- Posting language
- English
- Posted
Original job description
Hi,
Hope you are doing well.
I have an immediate requirement. Please let me know if you are interested in this role and share your updated resume.
Role: Service Desk Analyst .
Location: Mississauga, ON (Onsite)
Mode : Contract
Job Description:
Language requirements: Canada: fluent English and French
We are looking for an experienced Service Desk Analyst – Level 2 to provide remote technical support, troubleshoot end-user issues, and resolve escalated incidents within defined SLAs.
Key Responsibilities
- Provide L2 technical support for Windows 10/11, macOS, iOS, and Android devices.
- Troubleshoot Microsoft Windows, Remote Desktop Services (RDS), and connectivity issues.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Manage Active Directory, Entra ID, Intune, MFA, and user access issues.
- Troubleshoot LAN/WAN, Wi-Fi, VPN, DNS, and DHCP issues.
- Handle escalated incidents and service requests using ITSM tools such as ServiceNow.
- Provide remote support using tools such as TeamViewer, LogMeIn, and Nexthink.
- Maintain ticket documentation and ensure timely resolution within SLAs.
- Coordinate with network, engineering, and field support teams when required.
Required Skills
- 5+ years of IT Support experience, including 3+ years in L2 Support.
- Strong experience with Microsoft Windows and Microsoft 365.
- Hands-on experience with Microsoft Remote Desktop Services (RDS).
- Experience with Active Directory, Entra ID, and Intune.
- Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
- Experience with ServiceNow or other ITSM tools.
- Strong troubleshooting and customer support skills.
- Fluent English and French communication skills (Mandatory).
Preferred Skills
- Knowledge of macOS, VMware, and Citrix.
- ITIL, CompTIA A+, Network+, Microsoft MD-102, or CCNA certifications.
- Experience supporting international users across multiple time zones.
Thanks,
Birendra Pratap Singh
Raas Infotek
Newark, DE 19702
Direct No: 3022869780 / 105
Email: birendrap.singh@raasinfotek.com
More about this job
Responsibilities
Provide Level 2 remote technical support, troubleshoot end-user devices and connectivity, and resolve escalated incidents and service requests within defined SLAs. Document tickets and coordinate with network, engineering, and field support teams as needed.
Requirements
Requires at least five years of IT support experience, including three years in Level 2 support, with strong Windows, Microsoft 365, Remote Desktop Services, identity management, and networking experience. Fluent English and French communication skills are mandatory; macOS, VMware, Citrix, relevant certifications, and international user support experience are preferred.
Skills
- Level 2 Technical Support
- Windows 10/11
- macOS
- iOS
- Android
- Microsoft 365
- Remote Desktop Services
- Active Directory
- Entra ID
- Intune
- Networking
- ServiceNow
- Remote Support Tools
- Incident Management
- Troubleshooting
- English and French Communication
Visa sponsorship
Not detected in the job text
Hiring contact
Birendra Pratap Singh
Hiring contact email
birendrap.singh@raasinfotek.com
Categories
- Technology
- Customer Service & Support
Keywords
- Level 2 Support
- Windows 10/11
- macOS
- iOS
- Android
- Microsoft 365
- Outlook
- Teams
- OneDrive
- SharePoint
- Remote Desktop Services
- Active Directory
- Entra ID
- Intune
- Multi-Factor Authentication
- TCP/IP
- DNS
- DHCP
- VPN
- LAN/WAN
- ServiceNow
- TeamViewer
- LogMeIn
- Nexthink
- VMware
- Citrix
- ITIL
- CompTIA A+
- Network+
- Microsoft MD-102