Client Support Analyst

Website Jazz Aviation

Job Description:

Client Services provides 2nd tier problem resolution for desktop, laptop, mobile device and related peripherals. They maintain a secure and efficient work environment with a high level of hardware and software knowledge.

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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