Senior IT Support Analyst

Overview

This opening is for a Senior IT Support Analyst located in Canada, offered through a partner organization responsible for managing the application and subsequent recruitment process. The position presents a promising opportunity for an experienced IT professional to engage in a senior level technical support role within a dynamic managed services setting. The successful candidate will act as the key escalation contact for complex technical challenges while participating in infrastructure projects, system upkeep, and continuous enhancement of services.

Working with current cloud and enterprise technologies, the role focuses on guaranteeing dependable IT operations across a varied client portfolio, mentoring junior staff, and fostering a culture of technical proficiency. This position suits a candidate who enjoys solving complex issues, collaborating cross-functionally, and delivering outstanding customer service with a forward-thinking approach.

Key Responsibilities

• Serve as the main escalation contact for complex issues relating to hardware, software, networking, and infrastructure, providing high-level troubleshooting and prompt solutions.
• Handle and prioritize support tickets according to defined service level agreements, ensuring transparent communication with clients at every stage.
• Utilize remote monitoring and management tools to oversee client systems proactively, addressing alerts, software updates, performance concerns, and overall system status.
• Conduct server administration duties including applying patches, resolving vulnerabilities, optimizing performance, and performing routine maintenance.
• Engage in infrastructure initiatives such as migrations to cloud platforms, server and network upgrades, and deployment of office technologies.
• Develop, update, and refine technical documentation, knowledge base materials, troubleshooting procedures, and operational workflows.
• Examine support ticket data to identify recurrent problems and advocate process enhancements aimed at improving service delivery and operational efficiency.
• Provide mentorship and support for Level 1 technicians through coaching, reviewing documentation, and sharing technical knowledge.
• Participate in an on-call schedule to deliver critical after-hours support for essential production incidents as needed.

Qualifications and Requirements

• Post-secondary diploma or degree in Computer Science, IT, or similar disciplines.
• At least three years of direct experience in IT support or help desk roles within a technical environment.
• Solid expertise in Microsoft Active Directory, Exchange, Microsoft 365, and Windows enterprise systems.
• Experience supporting servers, end-user devices, networking infrastructure, and common business applications.
• Knowledge of virtualization technologies like VMware or Hyper-V, as well as networking basics, VoIP systems, backup solutions, and infrastructure administration.
• Proficiency with PowerShell scripting for automating administrative tasks.
• Familiarity with help desk ticketing platforms, RMM tools, and technical documentation software.
• Understanding of ITIL methodology and willingness to achieve ITIL Foundation certification within the first six months of joining.
• Prior experience in a Managed Service Provider environment is preferable.
• Relevant certifications such as Microsoft, Azure, CompTIA, virtualization, or ITIL are advantageous.
• Strong analytical capabilities complemented by excellent communication, documentation, customer service, and coaching skills.

Compensation and Benefits

• Competitive compensation ranging between $65,000 and $75,000 annually, plus eligibility for a discretionary bonus.
• Comprehensive health and dental benefits, including a flexible Health Spending Account.
• Participation in a group RRSP matching plan supporting long-term financial goals.
• Access to ongoing education, professional growth, and tuition support programs.
• Options for flexible remote working arrangements.
• Structured employee recognition and reward schemes.
• A teamwork-oriented, inclusive, and supportive workplace environment.
• Opportunity to work on cutting-edge client projects involving modern cloud and infrastructure technologies.
• Casual dress code and amenities such as free snacks, beverages, on-site parking, and company-provided meals.
• Regular team gatherings and social events fostering collaboration and camaraderie.
• Additional remuneration or time-off benefits linked to participation in on-call duty rosters.

Additional Information

This role involves collaboration with an AI-powered recruitment system designed to assess applications objectively and efficiently. The hiring partner will manage further interview stages and decisions. Applicants should note that personal data processing complies with relevant privacy laws and includes AI-assisted application reviews that support the recruitment team but do not replace human judgment.