Junior Support Analyst Jobs

Eagle’s Flight is seeking a highly self-motivated, customer focused IT individual to join our Business Information Systems department. This role will be the primary contact for the Business Information Systems Help Desk.

You will be responsible for receiving, managing, and resolving any Eagle’s Flight employee’s technical issues.

It is vitally important that the individual strives to provide a high quality customer-focused interaction that effectively and efficiently resolves the submitted tickets.

Although primarily a remote-working role utilizing an internal Help Desk ticket software system, there is also an occasional on-site support component, as well as physical asset management at our warehouse.

Reporting to the Support Analyst Supervisor, this position is a perfect entry level career in the Eagle's Flight organization and a career in the IT field. This is a full-time position.

In This Role You Will:

• Identify and report potential security incidents
• Triage incoming support requests and maintain the support ticket queue
• Provide first-level support to Eagle’s Flight users globally (Canada, United States, Brazil, UK, Singapore, Philippines and Australia)
• Perform routine operations tasks such as maintenance, log reviews or backup management
• Deploy hardware and software to users
• Escalate tier-3 support requests to senior support analysts
• Includes Windows and Mac hardware and software, mobile devices, and related technology
• Be the first point of contact for support requests to Eagle’s Flight internal help desk (Tier 1 – 2)
• Maintain documentation of Eagle’s Flight environment and procedures
• Provide after-hours support on an on-call rotation for urgent requests

You Must:

• Possess strong communication skills
• Be committed to best practice and continual improvement
• Be customer-focused
• Be comfortable in a Microsoft-based environment
• Collaborate effectively with team members
• Be prepared to learn and grow as the role develops

Knowledge Requirements:

• Microsoft 365 (previously Office 365, including desktop and on-line applications and services)
• Windows 11, Windows 10 and Windows Server
• Proficiency with the following is an asset:
• Experience supporting technology in a business environment
• Microsoft Azure (Azure Active Directory, Privileged Identity Management, Compliance and Security, IaaS, etc.)
• A general understanding of IT security best practices

Additional Desired Assets:

• Experience supporting

1. Android and iOS
2. MacOS
3. Microsoft Dynamics 365

• Able to easily travel around Guelph and area
• Experience providing light training to end users
• Familiarity with ISO 27001 Standard
• Fluency in Portuguese is not required, but would be considered an asset

About the Team You'll Be Joining

Our team is renowned for the ownership they take in the quality of their work and delivering incredible outcomes together. As a result, we are a close knit family that is energetic, and collectively owns creating a positive environment. We do this through our strong commitment to our values.

Eagle’s Flight employees who demonstrate high performance and commitment will have the opportunity for career development and advancement within sales.

To apply, please send the following:

1. Cover letter

2. Résumé

Applications can be sent to [email protected]. Please include Junior Support Analyst in your subject line.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted. If you are a person with a disability and require accommodation to successfully apply, please contact us to make your accommodation request.