Job Title: Service Desk Analyst
Location: Mississauga, ON, Canada
Job Summary
Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications, and endpoint management. Meet SLAs and keep unresolved complaints to a minimum.
Key Responsibilities
- Resolve Level 2 incidents and service requests escalated from the Service Desk within SLA.
- Troubleshoot Windows 10/11, macOS, iOS, and Android devices remotely.
- Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP, and proxy/firewall-related access.
- Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA, and access provisioning.
- Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
- Escalate to Field Services, Network, or Engineering teams with full diagnostics and follow tickets through to closure.
- Document fixes and maintain knowledge-base articles to raise first-contact resolution.
- Communicate clearly with users, keeping them updated on progress and agreed follow-ups.
Requirements & Skills
- Experience: 5+ years in IT support, with at least 3 years at Level 2.
- Must Have Skills: Microsoft Windows, MS Remote Desktop Services (RDS), Touch Services, Video/Telepresence, Strong Windows OS, Microsoft 365, Active Directory/Entra ID, and solid networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
- Language Requirements: Fluent English and French.
- Technical Proficiency: Experience with ITSM tools (ServiceNow preferred) and remote support tools (e.g., LogMeIn, TeamViewer, Nexthink).
- Methodology: Working knowledge of ITIL incident, request, and problem management.
Preferred Qualifications
- Certifications: CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
- Experience with macOS management, VMware/Citrix virtual desktops, or insurance/financial-services clients.
- Experience supporting users across several countries and time zones.
Thanks & Regards,
BABU ALI
(Recruitment Consultant)
Raas Infotek Corporation.
E-Mail: babu.ali@raasinfotek.com
Website: www.raasinfotek.com
