Desktop Support Analyst Level 2 Jobs in Ontario

• Intermediate knowledge of ITIL v3 or later and ITSM best practices.

• Knowledgeable in CSV process.

• Expert knowledge of Microsoft Windows operating systems.

• Experienced in Group Policy Objects (GPO’s), Active Directory security and compliancy configurations.

• Solid knowledge of protocols such as DNS, HTTP, LDAP, SMTP and SNMP.

• Strong problem solving and communication skills.

Basic understanding of traffic shaping and bandwidth management

Support Internet connectivity on behalf of retail stores remotely support the store by troubleshooting with the store employees who are non-technical

Work with ISPs to resolve internet connectivity issues with remote locations

Book and manage service calls with the ISP and communicate with the store

Manage security of the network by monitoring ports and devices. Removing and granting access to devices as required

Must have experience with Internet facing firewalls, Fortigate firewalls is a plus

- Video conference, A/V and print/copy/scan support experience

- Previous helpdesk /technical support experience

- ServiceNow or similar ticketing system

Record and manage equipment sent to repair depots for equipment under warranty or service contracts.

Update the internal knowledgebase with issue resolution details

College diploma or university degree in the field of computer science and/or 2 or more years equivalent work experience.

Certifications in Microsoft and Cisco products an asset

2+ years of experience in a similar role

Excellent technical knowledge of hardware