IT Support Analyst (L1/L2)

Job Title: IT Support Analyst (L1/L2)

Department: IT Support

About This Job

We are seeking a highly skilled Level 1 or 2 IT Support Analyst to join our consulting team at BALANCED+ IT Consulting. The IT Support Analyst will be responsible for providing technical support to our clients, troubleshooting and resolving technical issues, and implementing solutions to improve the performance and reliability of IT systems. This individual will collaborate closely with clients to understand their unique IT needs and provide solutions that meet those needs.

Responsibilities

• Provide technical support at Level 1 or 2 to clients, troubleshoot and resolve technical issues, and implement solutions to improve the performance and reliability of IT systems.
• Collaborate with clients to understand their unique IT needs and provide consulting solutions that meet those needs
• Respond to client inquiries and requests for assistance in a timely and professional manner
• Monitor and maintain client IT systems to ensure they are running smoothly and efficiently
• Assist senior IT managers and engineers in delivering complex projects
• Provide training and documentation to clients on the use and maintenance of their IT systems
• Assist in installation, configuration and troubleshooting LAN equipment, routers, Microsoft OS and applications in virtual environments, as well as installation, configuration and troubleshooting of data backups
• Perform monitoring of customers' equipment in real-time as well as on preventive maintenance program
• Answer client calls and emails to triage software problems and needs
• Learn and improve personal IT knowledge and skills
• Identify and evaluate potential system improvements and upgrades
• Keep abreast of new technologies and trends in IT to ensure that our clients have access to the latest solutions
• Provide support and guidance to clients during the implementation of new IT systems
• Communicate progress and deliverables to clients on a regular basis

Job Requirements

• Experience: Minimum of +2 years of hands-on experience in IT Support
• University or college degree in software development, computer science, engineering, or mathematics
• Advanced knowledge of the computer and servers' architecture, as well as computer networking
• Ability to perform rotational shifts
• Ability to perform after hour on call support
• Ability to work on multiple projects at the same time
• Able to work with little or no supervision
• Strong command of English language, both oral and written (English)
• Driver's license and car to travel to client sites
• Positive attitude and desire to grow, learn new technologies and products
• Basic knowledge of PC architecture, as well as computer networking
• Demonstrated ability to work effectively with emerging technologies
• Ensure compliance with Service Level Agreements (SLAs).
• Assist in defining and documenting standard operating procedures (SOPs) for client support.

Technology / Platform Proficiencies (Not all listed below are required for the L1/L2 role. BP will jointly review the applicant's proficiency level in each area during the interview process)

• MS Office
• Windows Firewall
• MS Office 365
• PC support (Microsoft Office, Microsoft Windows 10, 11, Microsoft Teams)
• MS Server 2019/2022
• • MS IIS
  • MS SQL Server
  • MS Active Directory
  • Exchange
  • DHCP
  • DNS
  • Printer
• Experience in performing server recurring maintenance (L2)
• Virtualization (VMware, Hyper-V)
• Cloud (MS Azure, AWS, Office 365, ADFS) is an asset
• Storage
• Backup Systems / Data Backup (Veeam, Datto)
• Wi-Fi
• Printer setup & troubleshooting
• Remote control
• VPN
• ITIL/ITSM basics
• Monitoring tools (Zabbix skills will be an asset)
• Ticketing tools (Freshservice skills will be an asset)

Certifications

• Relevant certifications will be an asset – Certification related to System Administrator, ITIL, CCNA, Network+

Soft Skills

• Strong analytical and troubleshooting skills.
• Proven ability to lead and mentor technical teams.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders.

Other

• Experience working in an MSP environment is strongly preferred.
• Availability for after-hours on-call support as needed.

Location

• Mississauga (Burnhamthorpe & Central Parkway West - near Erindale GO station)
• Must be within 30-45 minutes commute from BP office

About BALANCED+

BALANCED+ is a leading provider of IT consulting services to businesses of all sizes. We offer a wide range of services, including custom software development, data analytics, and IT project management. Our team is made up of experienced professionals who are committed to delivering the highest quality solutions to our clients. We offer a competitive salary, benefits, and opportunities for growth and advancement. If you are a highly motivated, results-driven individual with a passion for technology and a desire to help businesses succeed, we encourage you to apply for this opportunity.

BALANCED+ is an advanced and fast-growing IT consulting firm.
We're seeking talented, motivated, and creative individuals to join our excellent team.