Posted Aug 01, 2023 3290 views
We are looking to hire a skilled IT Support Analyst to join our team of dedicated IT professionals supporting small and mid-sized law firm clients. As an IT Support Analyst, you will communicate with clients to determine the nature of their problems, diagnose hardware or software issues, provide productive assistance, and maintain strong customer relationships. You may also be required to install new software applications and upgrade existing hardware and software solutions.
The successful IT Support Analyst should have good knowledge of business software and hardware systems, excellent troubleshooting skills, and good interpersonal skills. Ultimately, a good IT Support Analyst resolves all IT issues quickly and effectively while maintaining a good relationship with the client.
Responsibilities:
- Providing technical support for various client systems and applications on-site or remotely.
- Responding to client IT support requests and tracking issues in the ticketing system.
- Communicating with clients to diagnose software, networking, or hardware issues.
- Offering solutions that meet the needs of the client.
- Rectifying hardware malfunctions, software issues, and networking problems.
- Installing and configuring client computer systems.
- Responsible for providing first level technical support for all system and application issues.
- Monitoring proactively of helpdesk line and support inbox.
- Responsible for basic troubleshooting of network issues.
- Assists project lead/manager with various IT projects.
- Travel to client offices in the GTA throughout the week as required (driver's license is a must).
- Provide after-hours and weekend on-call support on a rotating basis.
- Working effectively with all of HQ's clients, partners, and vendors.
Requirements:
- Must Have - Experience supporting Windows Server/Desktop environments.
- Must Have - Proficiency in the administration of Microsoft Office 365.
- Excellent written and verbal communication skills.
- Ability to think critically, coupled with excellent analytical skills.
- Knowledge and demonstrated experience installing, configuring, and supporting a wide variety of client and server-based applications.
- Ability to troubleshoot complex hardware and software issues.
- Knowledge of enterprise backup and recovery strategies.
- Troubleshooting remote access issues - RDP, Citrix, VPN, and Remote Desktop Access.
- Essential knowledge of networking concepts, including routing, subnets, and firewalls.
- Knowledge of web services, APIs, and IP-based protocols.
- Knowledge of SQL and SQL Server Management Studio will be helpful.
- Demonstrated ability to manage multiple technology-related projects and engagements.
- Ability to establish and maintain positive and effective working relationships with HQ's clients, partners, and vendors.
- Good time management skills.
- Good interpersonal skills.
Education and Experience:
- Proven work experience as a Technical Support Analyst or in a systems administrator role.
- Bachelor's degree or college diploma in computer science or a related field is preferred.
- MCSA certification is an asset.
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Avotax (Pvt) Limited
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