Hi,
Hope you are doing well.
I have an immediate requirement. Please let me know if you are interested in this role and share your updated resume.
Role: Service Desk Analyst .
Location: Mississauga, ON (Onsite)
Mode : Contract
Job Description:
Language requirements: Canada: fluent English and French
We are looking for an experienced Service Desk Analyst – Level 2 to provide remote technical support, troubleshoot end-user issues, and resolve escalated incidents within defined SLAs.
Key Responsibilities
- Provide L2 technical support for Windows 10/11, macOS, iOS, and Android devices.
- Troubleshoot Microsoft Windows, Remote Desktop Services (RDS), and connectivity issues.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Manage Active Directory, Entra ID, Intune, MFA, and user access issues.
- Troubleshoot LAN/WAN, Wi-Fi, VPN, DNS, and DHCP issues.
- Handle escalated incidents and service requests using ITSM tools such as ServiceNow.
- Provide remote support using tools such as TeamViewer, LogMeIn, and Nexthink.
- Maintain ticket documentation and ensure timely resolution within SLAs.
- Coordinate with network, engineering, and field support teams when required.
Required Skills
- 5+ years of IT Support experience, including 3+ years in L2 Support.
- Strong experience with Microsoft Windows and Microsoft 365.
- Hands-on experience with Microsoft Remote Desktop Services (RDS).
- Experience with Active Directory, Entra ID, and Intune.
- Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
- Experience with ServiceNow or other ITSM tools.
- Strong troubleshooting and customer support skills.
- Fluent English and French communication skills (Mandatory).
Preferred Skills
- Knowledge of macOS, VMware, and Citrix.
- ITIL, CompTIA A+, Network+, Microsoft MD-102, or CCNA certifications.
- Experience supporting international users across multiple time zones.
Thanks,
Birendra Pratap Singh
Raas Infotek
Newark, DE 19702
Direct No: 3022869780 / 105
Email: birendrap.singh@raasinfotek.com
