Level 2 Support

IT - Application & Software Development
Toronto, ON
Oct 20, 2021


  • 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.



  • 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 DirectoryExchange 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.

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