Sr Technical Support IT Analyst

Senior IT Technical Support Analyst

Our client is a Canadian leader in multi-unit residential rental apartments. They take pride in managing a portfolio of 260 properties across Canada. They are committed to fostering the long-term growth of employees, communities, and the investments made for clients, creating value for people and places.

This is a permanent, full-time role with a competitive salary, annual bonus, benefits package, and personal time off for education and sick days, plus an RSP program.

Location: Toronto close to TTC/Subway station.

Work Schedule: 4 days in-office per week, 1 day at home (rotates). 3 days at the office near Yonge/Summerhill subway, 1 day at the office near Bloor/Islington subway. 8:30 AM to 5:30 PM Monday to Friday, with rare weekend or evening support required.

Team: 4 in the IT team, supporting ~800 users across Canada.

About the Position:

The Technical Support Analyst, Information Technology provides technical support on-site or via remote assistance to all users by answering questions, resolving technical problems, and maintaining the company’s software and computer equipment.

Key Responsibilities:

1. Deliver service and support to end-users in person, via phone, or via remote support tools.
2. Provide L1 and L2 technical support for all computing devices, printers, peripherals, smartphones (Android and iOS), networking, Windows, and core productivity applications.
3. Manage and administrate Office 365 user, group, team, license, and services configuration.
4. Set up and configure user accounts via Active Directory, Azure AD, and other applications as required, and software/hardware for user onboarding.
5. Support users with Windows File Server, SharePoint site, OneDrive issues.
6. Set up and configure new desktops, laptops, and peripherals.
7. Monitor and respond to security alerts.
8. Manage and resolve support tickets efficiently and effectively using the ticketing system. Maintain accurate records of support requests and resolutions.
9. Track and manage recurring issues and escalate as necessary for problem management.
10. Perform advanced troubleshooting and root cause analysis for complex issues.
11. Follow established IT processes and procedures; contribute to documentation and knowledge base.
12. Identify and suggest improvements to existing processes and automation opportunities.
13. Participate in various IT projects as required.
14. Monitor system performance and conduct regular maintenance tasks.
15. Implement and manage security policies, monitor and respond in a timely manner to security alerts.
16. Develop and conduct training programs for end-users.
17. Provide asset management for IT equipment & periodically audit equipment throughout the organization. Liaise with vendors for support and procurement.
18. 3-4 times per month working out of secondary office at Bloor/Islington is required.
19. Occasional after-hours priority support or tasks is required.

Job Requirements:

Education & Experience/ Must Have:

1. Minimum 5 years’ experience as an L2 or L3 IT Support Specialist.
2. Proven experience and knowledge of Windows 10/11, Windows Server, Active Directory (Domain Controller management), Azure AD.
3. Proficiency in troubleshooting network issues (DNS, DHCP, TCP/IP, VPN).
4. Proficiency in system administration tasks (AD/AzureAD user management, Windows File server - file permissions and shares management, group policies).
5. Experience with SharePoint, OneDrive, and Teams administration.
6. Android and iOS configuration and troubleshooting.
7. Hardware/Peripherals troubleshooting experience – PC hardware diagnostics, printer/scanner support, routers, etc.
8. Experience with IT support in an SME, with a small IT team.
9. Familiarity with ticketing systems and problem management processes.
10. Demonstrated ability to perform root cause analysis.
11. Post-secondary education and/or equivalent experience in Computer Science or a related discipline.
12. Strong customer service and troubleshooting skills.
13. Strong critical thinking and problem-solving skills.
14. Ability to interact professionally and courteously with employees and third parties such as vendors.
15. Strong written and verbal communication skills.
16. Must understand Windows Operating systems and be familiar with iOS and Android.
17. Must understand Information Security concepts.
18. Must have basic networking knowledge - Ethernet, Wi-Fi, VPN, DNS.
19. Must have Active Directory and Office365 administrative experience.
20. Experience with PowerShell.

Nice to Have:

1. Experience with information security controls, handling risks and threats.
2. Experience with MDM solutions, preferably Microsoft Intune.
3. Proven experience in task automation projects for efficiency.
4. Microsoft MCP, Office 365 or Azure related certifications is a plus.
5. ITIL certification is a plus.
6. Experience with PowerShell or Python scripting.
7. Yardi Voyager support experience.

Qualifications:

1. The ability to diagnose and resolve issues efficiently, including analytical thinking, attention to detail, and the capability to remain calm under pressure.
2. Strong ownership mindset is essential; the ability to take initiative and be proactive.
3. Patience when dealing with users who may be frustrated or upset.
4. Adaptability and commitment to continuous learning in the evolving IT field.
5. The ability to explain technical concepts in a clear and concise manner to non-technical users.
6. Flexible with a “can-do” attitude.
7. Customer-centric approach and patience with a continuous improvement mentality.
8. Sound judgment, problem-solving ability, and teamwork.
9. Excellent time management skills and organizational abilities.
10. Ability to follow established processes and identify improvement opportunities.