IT Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver IT support to international teams, primarily assisting users in European time zones.

• Provide assistance for laptops, desktops, and mobile devices, including Windows 11, macOS, iOS, and Android.

• Diagnose and troubleshoot connectivity issues, applications, and systems.

• Oversee the device lifecycle, encompassing setup, deployment, and refresh processes.

• Identify and resolve application and operating system-related issues.

• Maintain an accurate inventory and tracking of devices.

• Communicate effectively to help users resolve issues remotely.

• Provision laptops, accounts, applications, and licenses as needed.

• Assist with the onboarding and offboarding processes.

• Manage accounts and identities using Microsoft 365, Entra ID (Azure AD), Intune, and similar platforms.

• Support monitoring, management, and response efforts for events and issues.

• Document support procedures to enhance knowledge sharing.

• Identify repetitive IT tasks and develop automation scripts or workflows.

• Aid in the implementation of AI-assisted tools for ticket management, self-service, and efficiency in IT processes.

• Help facilitate the rollout of LLM-based solutions and support best practices for their adoption.

• Engage in process mapping to enhance IT operational efficiency.

• Collaborate on projects related to infrastructure, networking, security, and cloud integration.

• Contribute to upgrades, integrations, and the deployment of collaboration, meeting room, and security tools.

• Provide insights into continuous improvement initiatives for IT service delivery.

⛳️ Requirements

• A degree or diploma in Computer Science, Information Technology, or a related field, or an equivalent combination of education and relevant work experience is preferred.

• Foundational knowledge or experience with Windows 11, macOS, and Linux.

• Understanding of basic networking concepts.

• Experience in end-user support, including troubleshooting applications, accounts, and connectivity issues.

• Familiarity with application management, provisioning, licensing, and account lifecycle tasks.

• Proficiency in scripting or programming languages such as PowerShell, Python, or Bash.

• Knowledge of AI-assisted tools or workflow automation.

• Familiarity with monitoring, logging, or event management practices utilized in IT operations.

• Awareness of security protocols and compliance with established IT processes.

• Skills in documenting troubleshooting steps and promoting knowledge sharing.

• Strong communication and interpersonal abilities.

• Capability to support a global, hybrid workforce.

• Candidate must be located in Eastern Canada.

• Willingness to work from 7:00 a.m. ET to align with European business hours.

🏝️ Benefits

• Option for remote work arrangement.

• Opportunities for hybrid work and workplace flexibility.

• Commitment to creating inclusive workplace experiences.

• Chance to work within a global, diverse environment.

• Dedication to sustainability initiatives.

• Opportunities to engage in automation and AI projects.

• Supportive and collaborative IT team atmosphere.