System Support Analyst

System Support Analyst at Ledcor

As a System Support Analyst reporting to the System Support Team Lead, you will play a crucial role in ensuring the smooth and efficient operation of all end-user devices. This position encompasses a broad spectrum of technical responsibilities, including device setup, software installation and configuration, and the expert troubleshooting of intricate hardware and software issues. Support will be delivered both in-person and remotely.

Success in this dynamic role demands robust technical expertise, meticulous attention to detail, and the ability to articulate complex technical concepts in a clear, user-friendly manner. The analyst will engage with diverse IT infrastructure, including laptops, mobile devices, printers, networks, and cloud services, and will also contribute valuable technical insights to various projects as required.

This is initially a 6-month fixed-term position, with the potential for extension. If you are eager to join Ledcor's True Blue Team, we encourage you to apply today in Toronto, ON.

Essential Responsibilities

• Installing, configuring, and maintaining end-point devices, including printers, workstations, networks, cloud-based services, audio/video equipment, and peripherals.
• Installing, configuring, and maintaining various software applications, troubleshooting complex technical issues related to productivity software, communication tools, and business applications.
• Demonstrating proficiency and strong knowledge of all operating systems such as Windows, Android, and iOS, with the ability to troubleshoot and resolve related issues quickly and efficiently.
• Providing comprehensive end-user support for hardware, software, and network issues, including troubleshooting components, replacing faulty equipment, identifying root causes, and recommending appropriate solutions.
• Partnering and collaborating effectively with internal and external technical resources, including external vendors or internal IT Subject Matter Experts (SMEs).
• Responding to and resolving IT incidents and service requests in a timely and efficient manner, ensuring end-users are consistently informed of their request status.
• Maintaining a strong understanding of IT security principles and practices, including antivirus software, firewalls, and security policies, to uphold a secure environment.
• Possessing a strong understanding of network infrastructure, including switches, routers, and firewalls, to troubleshoot complex networking issues and ensure optimal IT system operation.
• Responsible for setting up and maintaining IT infrastructure, including printers, networks, and cloud-based services, optimizing these systems for performance and security.
• Assisting with the continuous review and improvement of complex IT processes and procedures (e.g., network design, systems configuration) to identify and recommend updates aligned with industry best practices and ITIL standards.
• Providing technical advice and guidance to stakeholders, including Executives and the Service Desk team, on potential issues.

Qualifications

• A 2-year Technical Diploma in Computer Science is required; a Bachelor’s degree in Computer Science or Computer Engineering is considered an asset.
• Proficiency with cloud applications and tools such as Microsoft Azure, Intune, Autopilot, Microsoft Endpoint, Exchange Online, Cloud Printing, Fax Systems, and ServiceNow.
• Strong knowledge of on-premises services, including Microsoft Active Directory and File Servers.
• Experience with collaboration platforms like Microsoft Teams and Zoom.
• Expertise in cloud-based software, including Microsoft 365, SharePoint, Visio, and Project.
• Familiarity with networking technologies and tools such as Cisco, Fortinet, Meraki, and various internet connection types (cellular, wired, point-to-point, satellite).
• Strong understanding of operating systems, including Windows 10/11, Android, and iOS.
• Excellent troubleshooting, analytical, and problem-solving abilities to diagnose and resolve complex technical issues efficiently.
• Strong communication and interpersonal skills, capable of explaining technical information clearly to non-technical users.
• Ability to manage multiple priorities, work effectively under pressure, and meet deadlines in a fast-paced environment.

Work Conditions & Compensation

This is an in-office role requiring 5 days a week presence, with occasional travel to project sites. The ability to lift up to 50lbs is also required. The expected base pay range for this role is $62,800.00 - $86,350.00 CAD, with individual compensation determined by factors such as experience, knowledge, skills, education, and location. Ledcor offers a competitive total rewards package supporting physical, mental, and financial well-being, alongside challenging work and opportunities for skill development.

Key skills/competency

• End-user support
• System administration
• Network troubleshooting
• Cloud services (Azure, Intune, M365)
• Operating Systems (Windows, iOS, Android)
• IT security principles
• ServiceNow
• Hardware/Software installation
• Problem-solving
• ITIL processes