Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistic and global support services.
Job Title:Technical Support Analyst
Location: Mississauga, ON
POSITION SUMMARY:
- Reporting to the IT Manager, the Technical Support Analyst is responsible for providing remote residences with support and maintenance within the organization’s desktop computing environment.
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Within the scope of this position, the incumbent takes on a key role to continually provide an environment promoting a culture of client safety and freedom from harm and injury.
KEY RESPONSIBILITIES:
- To perform on-site analysis, diagnosis, and resolution of complex server/workstation/network problems and recommend and implement corrective solutions, including repair for remote users as needed.
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To maintain end user productivity through preventative maintenance of IT assets.
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To ensure facility has a working backup and is monitored from time to time.
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To troubleshoot facility connectivity to Head Office through means of conversation with Internet Provider.
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To administer and resolve issues with associated end-user workstation networking software products.
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To ensure all machines in community have connectivity to the network and arrange for wiring to be completed when required.
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To develop and maintain an inventory of hardware and software for each community covered.
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To accurately document all issues and actions taken to resolve.
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Assess the needs and recommend solutions to improve productivity within the community.
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To implement and deliver day to day service and project roll outs to ensure completion targets and service levels are met.
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To complete all other tasks as assigned.
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Develop and maintain standards and documentation
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Due the nature of the work some evening and weekend work will be required.
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On call rotation may be required
Experience:
- 3 years IT Help Desk Experience in a similar environment
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Hands-on Level 2 desk side support experience with configuring and troubleshooting of software, hardware, network systems and various end user devices.
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Ability to manage a mixed workload of proactive management activities and reactive operational support activities
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Knowledge of call quality monitoring, Help Desk practices, root cause analysis.
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Experience in the use of the Office365 & Microsoft Azure. MOUS certification an asset.
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Knowledge of MDM an asset
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Administration and troubleshooting of printers
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Information Technology degree or Technical College Certificate in computer science or related specialty
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Excellent technical knowledge of PC and network hardware
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Hands-on hardware troubleshooting experience
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Working technical knowledge of current protocols, operating systems, and standards
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Ability to operate tools, components, and peripheral accessories
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Ability to conduct research into PC/Software issues and products as required using Internet as main search tool
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Effective interpersonal skills and relationship-building skills
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Ability to present ideas in user-friendly language
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Strong oral and written communication skills
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Participate as a strong, collaborative team player
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Excellent organization skills, proven analytical abilities and decision-making capabilities
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Willingness to travel to AgeCare sites as needed
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Customer service oriented
PHYSICAL DEMANDS:
- Job requires a significant amount of sitting, standing, reaching, walking, lifting and transferring. Significant amount of pushing and pulling. According to the National Occupational Classification (NOC) Definitions, this job is considered “Medium.”
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Occasionally lifts objects up to 20 kg.
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Frequently lifts objects up to 10 kg.
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Constantly lifts objects up to 5 kg.
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Frequent walking, standing, pushing and pulling of arm and leg controls.
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Constantly pushing and pulling of arm controls while seated.
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Frequent eye hand coordination.
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Fine motor tasks & finger dexterity.
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Frequent gross motor skills.
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Must be able to balance and handle physically and mentally demanding situations; demands and conflicting priorities in the workplace.
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Required to mentally & physically adjust work demands to the individual situation.
HEALTH AND SAFETY RISKS:
Physical:
- Lifting and moving objects, working with equipment, climbing ladders.
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Significant degree of sitting, walking, standing and written work. Strain on shoulders, neck and back.
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Awareness of repetitive strain injuries.
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Exposure to stressful situations in the workplace
Ergonomic:
- Desk work.
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Computer work.
Chemical:
- Exposure to noise, dust, hot water, fumes from paint, working in confined spaces, exposure to electrical shock, potential exposure to asbestos.
Biological:
- Exposure to illnesses common to communal living environments (Influenza, colds, GI illnesses, other bacteria & viruses).
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Plants and animals.
Environmental:
- Slippery floors, working alone (or in isolation) and traveling to external meetings.
