Technical Support Analyst Level 1 Jobs

Makes use of Cherwell Knowledge base to ensure accurate resolution;

Contributes to knowledge base improvement with new findings and or suggestions;

One year experience as part of a call center (significant asset);

Strong knowledge of Microsoft Office suite;

Must have a thorough knowledge of IT systems - including hardware, software and telecommunications;

A competitive benefits package (Full Time Employees Only);

Makes use of Cherwell Knowledge base to ensure accurate resolution;

Contributes to knowledge base improvement with new findings and or suggestions;

One year experience as part of a call center (significant asset);

Strong knowledge of Microsoft Office suite;

Must have a thorough knowledge of IT systems - including hardware, software and telecommunications;

A competitive benefits package (Full Time Employees Only);

Must be native or have near-native English spoken and written skills

1+ years of experience in technical support

Excellent communication and problem-solving skills

Competitive salary and benefits package

Provide technical support to B2B customers via email and chat

Troubleshoot and resolve customer issues

Assist with management and enforcement of IT Security polices and standards established by client

Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers

Experience with Microsoft Office / M365 is required. Experience with other Microsoft Office tools and workflow software is preferred

Good analytical and problem-solving skills, capable of sound decision making

Good written / verbal communication skills

Strong organizational skills with attention to detail

Manage help desk software or ticket system

Must possess good communication skills either via phone or email

- Experience working with SAP

- Experience with AS2 communications, preferably Cyclone

- Experience reading translation maps and finding data errors

Take on initial telephone or email inquiries from clients

Minimum 2+ years in Hospitality management or supervision of hotel front desk or back-office environment experience

Ensure efficient incident management, ensuring accurate communication to impacted groups and timely resolution

1+ Experience in Technical support and strong troubleshooting skills

Facilitate root cause investigations and manage the implementation of corrective and preventative measures

High level of knowledge of Windows operating systems and basic networking concepts

Technical certification is a plus

Experience working with a CAB and in adhering to change, configuration, and asset management processes.

Ensure that the most effective tools, utilities, and technologies are used in operation and enterprise system management.

Excellent interpersonal skills, with the ability to establish and maintain effective working relationships with all levels of staff and external contacts.

Excellent analytical and problem-solving skills.

Considerable knowledge of ITIL®, CAD®, Visio® and DCIM software products.

Experience with batch and online workload processes, job scheduling, documentation, troubleshooting and incident reporting.

Excellent time management and organizational skills

Assign and manage Asset System, configure laptops and PCs with software

Strong interpersonal and communication skills

Commitment to remain current in systems technologies and certifications as appropriate

Intermediate knowledge of Microsoft products, Azure, Teams, and Office 365, and an aptitude for troubleshooting computer hardware and software

Post-secondary education in computers/administration is an asset

Previous experience in a managed service setting is considered an asset.

· Perform asset management functions to track the inflow and outflow of IT Hardware.

Graduate from a post-secondary institution in an IT-related field or appropriate IT certifications.

1-3 years of related experience in a service desk or desktop support role.

· Perform remote and in-person support to users across all locations within the True North Company

A Valid driver's license and a clean driver's abstract are required for travelling to True North Offices with company-provided vehicle.

Incident Management software - Fresh Service 

Other duties and responsibilities as required (e.g., travelling between sites) 

A minimum of two (2) years’ experience providing deskside technical support

Minimum technical certifications: Microsoft 365 Modern Desktop Administrator Associate, A+  or CCNA\Network+ 

ITIL v3 Foundations certification is preferred.  

Requires one year of experience with the following technologies:  

· Ability to develop strong and positive relationships with staff, management, and clients.

· Identify and escalate issues requiring urgent attention to a higher level of knowledge,

· Minimum 3 years of experience in a related work environment

· Working knowledge of .net environment, Web Services and SQL 2005/2008 databases.

· Hands on with a sense of urgency, ability to prioritize deliverables and manage multiple priorities.

· Strong written and verbal communication skills required to communicate at all levels of the organization.

Ideally have experience with change management/incident management processes.

Clinical client facing (work with physicians, nurses, clerks, ancillary department staff, etc.).

Creating requirement documentation and associated test cases that reference requirements

Ideally have had experience with ambulatory and acute care implementations.

Work will be of high standard and quality.

Work assignments will be completed on time.