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Raas Infotek

Service Desk Analyst

Mississauga, ON, Canada

Contract

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Applications open in a new tab.

Job details

Job type: Contract
Apply by: Dec 4, 2026
Experience: 5+ years of IT Support experience, including 3+ years in L2 Support.
Posting language: English
Posted: Nov 4, 2026

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

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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

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

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