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Summary

Position Overview:

The Technical Level 2 Analyst role is responsible for supporting all company end-users. This includes maintaining, monitoring, and supporting Active Directory, Exchange, Unified Messaging, Virtualization, Communications, and Network platforms. The role requires excellent leadership, customer service and communication skills.

Responsibilities:

  • Provide Tier 1 -2 Technical Support: troubleshooting and technical support via phone, remote support, desk side support, and server: AD, Exchange Administration, File and Print, Backup and monitoring.
  • Responsible for the daily backup and restore operations.
  • Responsible for Server/Desktop, OS and application patch management monitoring/reporting.
  • Provide 2nd level Help Desk Ticket resolution. Including 24x7 on-call support periodically.
  • Interacts with internal clients on all levels to resolve IT issues in a timely and efficient manner.
  • Follow defined Systems Development Processes, including participating in document action reviews.
  • Demonstrate the ability to manage multiple and sometimes competing priorities
  • Work independently on complex tasks with minimal management and guidance.
  • May assist in gathering project requirements.
  • Maintain support documentation which outlines problems, status, action(s) taken and recommendations to prevent recurrence
  • Install, configure, and maintain printers, desktops, servers, and network devices.
  • Record all technical moves / adds / changes into Track IT.
  • Troubleshoot for MS Office products; i.e. Word, Excel, Outlook, Power point etc.
  • Troubleshoot PC / Laptop / Server hardware and install / configure hardware components.
  • Other duties / projects as required.

Qualification Requirements:

  • University Degree in Information Technology or related field
  • 3 - 5 years’ experience as a Tier 2 Support Analyst/Service Desk Analyst
  • Desktop support: Windows 7, 10. Active Directory\Exchange Administration: Exchange 2013/16.
  • Advanced Level of Active Directory 2008-2016 (LDAP, DNS, DFS, and DHCP).
  • Intermediate level LAN/WAN monitoring and troubleshooting skills.
  • Intermediate knowledge of Mobile Device Management Platforms.
  • Mobile OS support for Apple and Android.
  • Proficient in Word, Excel and Outlook
  • Excellent verbal and written communication skills
  • An in-depth understanding of all areas of IT and how the IT department affects the business.
  • Proficient in troubleshooting and administration tools.
  • Analytical problem-solving skills.
  • Ability to work with multiple projects and priorities
  • Strong customer service skills and service oriented professional
  • Excellent communication written / verbal skills
  • Flexible, adaptive and eager to learn new technologies
  • Ability to work effectively in a team environment.
  • Ability to lift heavy network devices; i.e. servers, routers and switches etc.
  • Ability to fully document each incident or request accurately, following established processes within the service level agreement.
  • Communicate effectively with individuals/teams to ensure high quality. Timely expedition of user requests and incidents.
  • Contribute, participate, and take initiative on proposing ideas to resolve repetitive problems to better serve the user community and/or improve productivity.
  • Ability to meet deadlines and set priorities and be flexible in a changing environment.
  • Experience with enterprise level backup, monitoring and troubleshooting.

Riocan is committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs. We ask that applicants make their needs known in advance.