Level 1 Support Analyst
New
We are currently looking for a [Level 1 Support Analyst] in [Canada].Full-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- SQLCitrixMicrosoft ExchangeMicrosoft SQL ServerMicrosoft OfficeTechnical support
Requirements
- Qualification in Information Technology, Business, or a related field, or equivalent hands-on professional experience.
- Previous experience working within IT support, service desk, or technical customer support environments.
- Strong customer service and communication skills with the ability to engage effectively across multiple communication channels.
- Experience using customer support or IT service management platforms and familiarity with service desk processes and workflows.
- Basic knowledge of SQL queries and database-related troubleshooting.
- Working knowledge of Microsoft Windows and Microsoft Office applications.
- Familiarity with infrastructure, networking, or end-user computing technologies.
- Exposure to technologies such as Windows Server Active Directory, Microsoft Exchange, Microsoft SQL Server, and/or Citrix environments is highly valued.
- Strong analytical thinking, problem-solving abilities, organizational skills, and attention to detail.
- Ability to work independently while collaborating effectively within diverse and multicultural teams.
Responsibilities
- Provide first-line technical and customer support through digital channels, ensuring timely and professional resolution of inquiries and incidents.
- Log, categorize, prioritize, and manage support cases within the case management system while meeting established service targets and KPIs.
- Troubleshoot customer issues using analytical thinking, technical expertise, internal documentation, and collaboration with cross-functional teams.
- Perform initial triage of incidents submitted through the customer portal and escalate or assign cases appropriately when required.
- Coordinate recurring operational tasks such as data extracts, reporting, and system-related administrative activities.
- Maintain detailed and accurate documentation of investigations, customer interactions, actions taken, and case progress updates.
- Deliver clear communication to customers throughout the support lifecycle to ensure transparency and positive service experiences.
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