Sr. Support Analyst

📋 Description

• Provide first-level technical support to employees by troubleshooting and resolving issues
• Handle incoming phone calls and email tickets in a high-volume service desk environment, working
• Deliver timely, accurate, and secure technical assistance while maintaining a customer satisfaction
• Apply security best practices when handling support requests, including verifying user identities
• Identify suspicious activity, phishing-related concerns, and potential endpoint security issues
• Diagnose root causes, recognize recurring technical problems, and recommend long-term solutions

🎯 Requirements

• At least 5 years of customer-facing experience, preferably in phone-based technical support, IT
• A technical degree at the associate level or higher in Computer Science, Information Systems, or a
• Foundational knowledge of IT security principles, including identity and access management, Active
• Proficiency with Windows operating systems, Google Workspace, and Microsoft Office applications.
• Hands-on experience troubleshooting PC hardware, network connectivity, TCP/IP, LAN/WAN, Wi-Fi
• Familiarity with Windows Registry settings, .ini file configurations, Windows Control Panel

🎁 Benefits

• Competitive compensation: Hourly pay ranging from $30 to $36 USD, according to the original job
• Comprehensive healthcare: Medical, dental, and vision coverage, subject to the applicable employee
• Health spending options: Employer contributions to a Health Savings Account (HSA) and Flexible
• Retirement savings: RRSP with employer matching contributions for Canadian employees.
• Paid time off: Paid vacation, personal days, and sick leave.
• Family benefits: Paid maternity and paternity leave for eligible US employees.