Client Support Analyst

Job Description:

Job Responsibilities:

• Ensure our IT security policies are enforced for all users.
• Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers.
• Redirecting customers to the appropriate resources when necessary. Escalate requests to appropriate staff based on established guidelines and procedures.
• Communicating to the user community in the event of outages, major incidents, changes, upgrades, etc.
• Ensure all requests are responded to verbally or electronically.
• Record all request in our ITSM/ Service Desk software and process final stage self service requests.
• Coordinate and complete Incident, Service and Change requests within service level agreements.
• Communicate issue resolution to the rest of the Client Support team.
• Participate in department meeting and encourage ongoing teamwork in meetings, open dialogue, team challenges and informal collective experiences.
• Provide onsite support for SOC Radio Equipment, assist and accompany vendor technicians.
• Install and support end user software and mobile applications in accordance with the licensing agreements.
• Ensure support documentation is up to date for all Client Support related articles.
• Other related duties as assigned.
• Participate in IT disaster event backup and recovery processes.
• Provide Domain Administration of user account, internet access, network access and application access. Adding and managing computer objects and permissions.
• Set up and support end user PC workstations, laptops, printers, peripherals, smart phones, Tablets,
• Cell Phone, Push to Talk, etc. with a focus on configuration item tracking.
• Provide over-the-phone support to customers and provide backfill for Service Desk Analyst position.
• Assist in the implementation of special projects as required and work with various members of the
• IT Department to ensure timely completion of Projects.
• Create and maintain support documentation for specific software or hardware configurations.
• Provide 2nd level problem resolution for IT Services, employing a high degree of customer service, technical expertise, and timeliness in accordance with SLA. Supporting the local client base and clients in remote stations.
• Perform 1st Tier support for IT services for our Chorus customers.

Job Requirements:

• Knowledge and experience with desktop/printer administration and support, LANs, email systems administration, client/server applications, terminal emulation, etc.
• Microsoft Certification preferred. (e.g. Microsoft Certified Systems Administrator (MCSA),
• Microsoft Certified Systems Engineer (MCSE), Office 365 certification or A+ Certification would be an asset.)
• Excellent interpersonal skills.
• Experience with mobile devices – hardware, applications, mobile device management, wifi and other related systems considered a strong asset.
• Technical college/university graduate, with strong technical skills preferred.
• Excellent troubleshooting and problem-solving skills.
• Experience in IT with emphasis on desktop support, LANs and email support would be an asset.
• Technical and non-technical communication skills.
• 3 to 5 years of work experience in an information systems environment is preferred.

Job Details:

Company: Jazz Aviation

Vacancy Type: Full Time

Job Location: Vaughan, Ontario, CA

Application Deadline: N/A

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