It Support Analyst (Contract)

SUMMARY OF RESPONSIBILITIES

Strong computer skills and the ability to troubleshoot and diagnose problems. Familiarity with both PC and Mac hardware and software. Experience with Network repairs and analysis. Good customer service skills. Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience. Writing and editing Skills to aid in writing and updating manuals. Education in computer repairs and how to troubleshoot problems (some jobs may require a degree from a university or technical school), and specific knowledge of other required computer systems for different work environments.

KEY DUTIES & RESPONSIBILITIES

Help Desk – PC Support

• Record, track and escalate incidents via the internal ticketing system
• Provide 1st -2nd level support to resolve server access problems, end-user hardware, operating systems, and software related issues
• Configure and image workstations, laptops, and other computing equipment as required
• Provide exceptional service to all departments using all available resources
• Execute various diagnostics and repair applications on users' PC (such as virus and spyware removal, computer optimization, registry repair, device driver issues, Web-related issues, wireless connectivity, etc.
• Work with other members of the IT department to ensure timely resolution of employee issues
• Develop training materials and procedures, and/or train users in the proper use of hardware and software.
• Analyze and isolate issues.
• Ensuring the design of the system allows all components to work properly together.
• Apply industry “Best Practices” on all tasks.
• Troubleshoot and resolve software and hardware problems on behalf of employees.
• Support mobile devices
• Other duties as assigned by management.
• Assist in special projects as required
• Set up new user accounts and configure required hardware
• Follow checklists to ensure a consistent result for routine and common tasks.
• Configure/support printers, photocopiers, IP phones, and various other peripheral devices
• Document technical procedures for new technologies as well as update/maintain existing technical documentation

Help Desk – Network Support

• Installing cabinets, conduit, raceway
• Provides network maintenance, firmware/software upgrades, new service installs, and third-party activities.
• Other network-related tasks as assigned
• Strong understanding of TCP/IP in LAN/WAN technologies.
• Execute procedures required to ensure network stability before, during, and after maintenance and upgrades activities – document in change tickets
• Administering LAN/WAN environments, including cabling, video conferencing, VoIP, and VPN.
• Neat & tidy structured cabling techniques using zip ties, cable clamps
• Working experience with wireless RADIUS (CA) authentication for devices/clients
• Participates in Network monitoring including SNMP, NetFlow protocols data, third party tooling, and integration into an advanced monitoring platform
• Pulling and terminating network cables with connectors and patch panels
• Provide the basic level of network troubleshooting and issue mitigation for computers and network devices to include switches, routers, firewalls, WLAN, and network interconnectivity.
• Reports on changes i.e., successful vs failed
• Consult with IT Operations Lead to analyze and determine the scope and priority of projects, as well as provides feedback on areas of improvement or where refresh activities are needed.
• Knowledge of installation and basic configuration of CISCO switches, hubs, cabinets, conduit, raceway

Help Desk – Dealer Support

• Provide support and setup YDS for dealers. Determine cause of dealer problems and provide technical support to resolve the issues.

EDUCATION REQUIREMENTS AND/OR EXPERIENCE REQUIREMENTS

• Type of Experience: Help Desk PC Support
• Program of Study: Information Technology
• Degree/Diploma: College Diploma
• Years of Experience: 3+ Years of experience

SKILLS & ABILITIES

• Detail-oriented personality
• At least 2-3 years of experience in a Help Desk or System Administration role
• Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
• MCSA certificate in Office 365, Desktop, or Server is an asset
• Works well in a team environment
• Advanced level knowledge and experience with Windows OS for end-users and server support and networking
• Diploma or Degree are preferred, but relevant work experience can be a substitute
• Basic knowledge of Mac OS
• A professional, responsive, and positive work attitude is essential
• Strong Customer Management and Service Skills
• Driven to always learn how to implement and support the cutting edge of technology

Overtime required as follows:

• 1 week every 3 weeks
• 5-9 pm weeknights Monday to Friday
• Desk After Hours On-Call Support
• 10-4 am Saturdays

Yamaha Motor Canada Ltd. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates. Please submit request to [email protected]

Yamaha Motor Canada is committed to providing and maintaining a safe and healthy workplace for our employees and their families, our customers, dealers, visitors, and vendors. Yamaha Motor Canada has a COVID-19 Vaccination Policy which requires all our employees to be fully vaccinated in order to visit/work out of our office and/or other required settings in the course of their duties (such as dealer sites or third-party venues). This policy will comply with all applicable laws and is based on guidance from the Public Health Agency of Canada and provincial health authorities and local requirements.

The successful candidate must be fully vaccinated, which includes all doses recommended by the Public Health Agency of Canada, including any boosters. Yamaha Motor Canada will provide reasonable accommodation if the successful candidate cannot be vaccinated due to grounds protected by human rights legislation in their province of employment.

Yamaha Motor Canada has deployed a hybrid work model, which mixes working from home and office/field. This is subject to role requirements. Details will be discussed during the interview process.