Service Desk Analyst
- Mississauga, ON, Canada
Contract
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Original job description
Job Title: - Service Desk Analyst .
Location :- Mississauga, ON
Language requirements:
- Canada: fluent English and French
Must Have Skill
Microsoft Windows,MS Remote Desktop Services (RDS),Touch Services,Video/Telepresence - Others
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
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
Resolve Level 2 incidents and service requests escalated from the Service Desk, troubleshooting operating systems, networks, applications, endpoints, and access issues while meeting SLAs. Escalate complex issues to specialist teams, follow tickets through closure, and document fixes and user updates.
Requirements
Requires 5+ years of IT support experience, including at least 3 years at Level 2, strong Windows, Microsoft 365, and directory-management skills, and solid networking fundamentals. Fluent English and French are required for the Mississauga location; ITSM, remote-support tools, and relevant certifications are also sought or preferred.
Skills
- Microsoft Windows
- Microsoft 365
- Active Directory
- Entra ID
- Networking
- TCP/IP
- DNS
- DHCP
- VPN
- Intune
- Remote Desktop Services
- ITSM
- ServiceNow
- ITIL
- French
- English
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
Keywords
- Level 2 Support
- Microsoft Windows
- Windows 10
- Windows 11
- macOS
- iOS
- Android
- Microsoft 365
- Outlook
- Exchange
- Teams
- OneDrive
- SharePoint
- Active Directory
- Entra ID
- Intune
- Group Policy
- Okta
- Single Sign-On
- Multi-Factor Authentication
- TCP/IP
- DNS
- DHCP
- VPN
- LAN/WAN
- ServiceNow
- ITIL
- Remote Desktop Services
- CompTIA A+
- Network+