Enterprise Service Desk Analyst

Enterprise Service Desk Analyst

This role provides essential first-line technical support to our service department, troubleshooting infrastructure issues (servers, networks, phone systems, and cloud infrastructure, including Office 365) to ensure seamless operations for our clients, both remotely and on-site as required. This role requires an individual who thrives under pressure and possesses an unwavering commitment to excellence. On-site presence will be required, sometimes with little notice.

What is in it for you:

• Hourly salary of $23.70/h

• 6-month contract with the potential for permanent employment.

• Work schedule Monday to Friday, working hours flexible 7 am to 7 pm.

• Full-time position: 37.50 hours per week.

• On-site work in a dynamic environment.

Responsibilities:

• Provide first-line support for our customers, troubleshooting issues and ensuring high levels of system performance and reliability. This role demands prompt resolution of problems to maintain optimal service delivery timelines. Prompt resolution of incidents is expected.

• Assist with onboarding new employees by configuring workstations and software.

• Administer and manage servers, networks, and cloud environments (Azure and Office 365).

• Assist in various IT projects, including system enhancements, staging and large volume imaging which can range from mundane tasks to complex implementations. Flexibility is key.

• Troubleshoot Workstations, Networks, ADDS, DNS, DHCP, File Servers, etc.

• Assist with Security reviews, Backup audits, upgrades, and optimization to ensure system integrity and security.

• Follow hardware and software policies, establishing secure practices and machine best practices.

• Ensuring timely updates on incident status, upcoming changes, and agreed service interruptions to clients is crucial.

• Document common issues and create knowledge base articles for future reference. Attention to detail is crucial.

What you will need to succeed:

• Demonstrated ability to collaborate effectively and communicate clearly within a team environment, including mentoring and assisting other technicians with varying skill levels.

• Completion of a post-secondary program in Information Technology or a related field, or equivalent education and experience. CompTIA A+, Network+, and Security+ certifications are preferred.

• A minimum of two (2) years of experience in a managed services technical role.

• Expertise in Microsoft Office 365 and a thorough understanding of Azure Active Directory.

• Comprehensive knowledge of networking concepts and technologies, including routers, switches, firewalls, LAN, WAN, VPN, network security systems, and intrusion detection systems.

• Experience with Intune, Defender, Exchange, and other Microsoft applications.

• Fluency in English (written and verbal). French is an asset.

• Demonstrated ability to work effectively under pressure and manage multiple tasks concurrently. Multitasking is a must.

Why Recruit Action?

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.

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