Sr. IT Support Analyst
$65,000–$75,000 year
On-siteWhitby, Ontario, Canada
Job Summary
Be the technical escalation point for Level 1 teams, providing deep troubleshooting for complex hardware, software, network, and system issues. Manage a high volume of support tickets using the ticketing system, prioritizing and resolving incidents in line with SLAs while continuously communicating status updates to clients. Proactively monitor client systems and networks using RMM tools to apply patches, update antivirus, and optimize performance before alerts impact operations. Conduct server maintenance, including patching and vulnerability remediations, and escalate incidents with accurate documentation to suitable technicians or vendors. Coach and mentor L1 Technicians through documentation, training, and incident reviews. Participate in an on-call support rotation for urgent after-hours issues, ensuring 24/7 coverage for critical incidents. Collaborate on IT projects such as server upgrades, cloud migrations, and network installations. Document all activities and create technical guides to prevent recurring issues.
Required Qualifications
- College diploma or university degree in the field of computer science
- 3+ years of solid IT help desk experience
- Strong understanding and hands-on experience providing jack-of-all-trades support for end-users, servers, network, and other common business technologies
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
- Strong documentation skills
- Experience maintaining timely and accurate helpdesk records using the ticketing system
- Documentation platforms (Hudu or equivalent)
- Strong knowledge of Microsoft Active Directory
- Strong knowledge of Microsoft Exchange
- Strong knowledge of Microsoft 365
- Basic understanding of Virtualization (VMware, Hyper-V)
- Basic understanding of Networking
- Basic understanding of VoIP
- Basic understanding of Backup concepts
- PowerShell scripting (basic to intermediate)
- Proficiency with IT support tools – especially help desk ticketing systems and RMM platforms
- Experience working in an ITIL-driven environment
- Working knowledge of ITIL principles and processes
- ITIL certification required within 6 months of employment
- Microsoft MCSE/MCP or similar certifications
- Microsoft certifications (AZ-104, MD-102, or equivalent)
- Virtualization experience (VMware, Hyper-V, other hypervisors)
- Azure infrastructure experience
- CompTIA A+, Network+, Security+ or similar certifications
- Basic Linux experience (simple commands, not scripting)
- ITIL® V4 Foundation certification
- ITIL V4 certification required within 6 months of employment
- Must be able to travel on-site to get to deploy new equipment and resolve issues
- Must be available for on-call support rotation (if required)
Desired Qualifications
- Experience in a Managed Service Provider (MSP) environment and working for multi-clients
- Experience with platforms like ConnectWise, N-Able, NinjaOne or similar tools
- Experience with platforms like ConnectWise, N-Able, NinjaOne or similar tools is helpful
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