108 Helpdesk Analyst jobs in Canada

Job Description

Technical Support Analyst
Vernon, BC
(On-Site)

Role Description:

The Technical Support Analyst is responsible for defining Team Member facing hardware standards, and for working with team members, vendors, and suppliers to ensure hardware, applications, and related technologies options are appropriate. The Technical Support Analyst is also responsible for managing the design, implementation, installation, and support of the environments for all office and field locations.

Responsibilities:

Technical Support and System Maintenance:

• Respond to, track, and report team members’ break/fix, service, and access requests in a timely manner.
• Install, configure, and provide 2nd-tier support for team member technology devices, tools, and software solutions in both corporate and remote operational locations.
• Build and maintain all Windows desktop images according to industry best practices.
• Automate the deployment of images and applications.
• Configure and support workstations in a Windows networked environment.
• Configure and support printers in a Windows networked environment.
• Configure and support industrial handheld devices.
• Support VoIP Telephony and Video Conferencing.
• Install hardware and networking equipment.
• Participate in the commissioning of the technology infrastructure for corporate office locations and new operational locations for Stores, warehouses, and retread plants.
• Manage and administer team member devices and productivity-related technology solutions such as telephony systems, printing/scanning / faxing systems, and video conferencing systems.
• Establish and maintain close working relationships with vendors and service providers.
• Adhere to the established processes and procedures within the IS Department.
• Requirement to participate in after-hours on-call rotation.

Planning, Development, and Project Support:

• Participate in the planning of IS-related activities and tasks related to new Kal Tire operational locations.
• Initiate and direct the capacity planning and development of long-term strategies for team member hardware, software, and productivity solutions.
• Work closely with team members from other IS Departments and contractors to ensure installations, upgrades, or other changes occur in a coordinated and efficient manner.
• Lead projects when requested, including defining project requirements, project plan, task lists, milestones, and phases.
• Own project progress by tracking activity, publishing progress reports, and taking action when required to resolve problems.

Documentation of Processes and Technical Specifications:

• Create, update, and maintain reference documentation relevant to each location’s IS configuration for use during future changes or technical support activities.
• Maintain clear and detailed documentation for all core responsibilities and associated technologies.
• Keep abreast of technical and industry developments.
• Provide leadership and mentorship to team members.
• Prepare and deliver informative, well-organized presentations and communications.

Job Requirements:

• Minimum 2 years’ experience providing technical support in a domain environment.
• Experience supporting Windows Operating systems.
• Experience with Software and Operating System Deployment, Computer hardware support, Software support, Thin Clients, Industrial Windows Mobile Devices.
• Experience with VoIP telephony systems, TCP/IP-based networks, Switch and router configuration and troubleshooting, and Networked, medium to high volume printers.
• Experience with Remote Support Software, Call Tracking Software, ITIL, Mobile Device Management, Application Virtualization, and Active Directory.

Knowledge, Skills, and Abilities:

• Strong verbal communication and active listening skills.
• Strong troubleshooting skills.
• Creative, innovative thinking, leadership, and solid presentation skills.
• Skilled in liaising with teams to coordinate activities of business, technical, and vendor stakeholders.
• Working knowledge of business applications and technology standards in an enterprise environment.

Education:

• Post-secondary graduate with a degree, diploma or certificate in computer science or equivalent combination of education, training, and experience.

Special Requirements:

• Travel to Kal Tire locations.
• Evening and occasional weekend work may be required.
• Valid BC driver’s license.

What We Offer:

• The target compensation for this role is $67,090-$77,110 per year based on experience.
• We offer a clear path for career advancement with wage increases along the way.
• Comprehensive medical and dental benefits.
• Employee Assistance Program.
• A group RRSP/DPSP matching program.
• Discount on tires and mechanical services.
• Positive work culture, opportunities for growth and development, and work-life balance.
• Opportunities for professional development, such as training programs, mentorship, and tuition reimbursement.

To be considered for this position at this time, candidates must be legally eligible to work for any Canadian employer.

Job Description

Salary:

Data. Discovery. Better Health.

ICES is a world-leadinghealth research and analytics institute. With a wealth of data and analytic expertise, we create trusted evidence that has changed health policy and practice and helps ensure better health for all.

Ready to discover more with us? Join our outstanding, collaborative team where your skills, knowledge and curiosity are valued and can change the future of health care.

At ICES, we recognize what matters most to our employees. Some of the great benefits of working at ICES include:

• Flexible remote work arrangements anywhere in Ontario
• Competitive Compensation
• Comprehensive Benefits Program
• HOOPP Pension Plan (Defined Pension)
• Employee Assistance Program and Dialogue Well Being Program
• Generous vacation, float and caregiver days for all employees
• Education Fund and Dedicated Education Days
• Holiday Closure
• Perkopolis Employee Discount Program

Introduction:

ICES is currently seeking a highly motivated Technical Support Analyst to join our IT Department. Reporting to the Manager, IT Service Desk; the Technical Support Analyst will be responsible for providing end-user technical support and fulfilling service requests.

Responsibilities of the position include, but may not be limited to:

1. Provide first level support via Email, Phone, Teams Chat, or onsite;
2. Record, track and document incidents and requests in BMC TrackIT ticketing system, including actions taken and resolutions;
3. Provide orientation and training to new staff on IT procedures, laptop management and best practices;
4. Perform hands on troubleshooting on Dell devices and MFPs, software installations and updates to devices;
5. Identify trends and escalate problems and major incidents to appropriate groups;
6. Collaborate with stakeholders and invite feedback for customer service improvement;
7. Create, review and update Service Desk knowledgebase to support service delivery;
8. Participate in developing the Support Service Delivery strategy and implementing best practice initiatives and process improvement;
9. Manage user accounts, passwords and permissions, setup email accounts and network shared folders;
10. Assist with IT Asset Management process and maintain hardware inventory;
11. Enhance knowledge of emerging technologies by reading professional publications, and participating in educational and training opportunities;
12. Flexible in availability with regards to working hours and days scheduled required;
13. Develop procedures, support documentations, and user manuals;
14. Other duties as may be assigned within the scope of this position.

Knowledge, skills, and abilities required:

• University Degree in Information Technology Program and equivalent IT industry certificates such as ITIL v4;
• 2+ years of technical support experience in Windows/Mac OS;
• Proficiency in hardware configuration, upgrade, troubleshooting, and repair (desktops, laptops, and peripherals);
• Worked with IT Service Management tools including BMC TrackIT, or ServiceNow ITOM modules;
• Hands on experience in Active Directory user and group management;
• Experience in managing Windows 11 tasks and Apple Operating Systems;
• Troubleshooting techniques around MS Office applications and Office 365;
• Understanding of Network configuration including TCP/IP networks;
• Familiar with ITIL Framework and understanding of its practices;
• Aptitude for learning software quickly with minimal instruction;
• Ability to work well in a team environment;
• Strong communication and customer service skills.

This is a full-time opportunity at ICES Central. Successful candidate must reside within Ontario while working remotely and able to come into the office once to twice per week. There may be instances where additional in-person meetings are requested; however, ICES continues to support flexible remote work arrangements anywhere in Ontario.

Security clearance may be required.

Interested candidates should submit their resume and cover letter detailing how their knowledge, skills and abilities match the scope of this position.

ICES is committed to ensuring equity in employment. Our goal is to attract, develop, and retain highly talented employees from diverse backgrounds allowing us to benefit from a wide variety of experiences and perspectives. ICES strongly encourages applications from candidates from equity-deserving communities including but not limited to First Nations, Mtis, Inuit, Black and racialized, 2SLGBTQIA+, and persons with visible and non-visible disabilities.

ICES is committed to providing accessible employment practices, in compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Applicants are asked to make accommodation requests to ICES and we will make every effort to ensure that accommodation requests are met throughout the recruitment process.

We thank all applicants for their interest in working at ICES. Due to the volume of applications received, only applicants being considered for the position will be contacted for further discussions.

Job Description

Salary:

THE COMPANY

Boyd Interactive (formerly Pala Interactive) is a full-service, real-money and social gaming technology provider and operator. The company offers a full spectrum of games, including casino, poker and bingo, across all distribution channels (web, download, tablet & smartphone) for real money and social gaming entertainment.

Boyd's strength is its relentless focus on high quality, high functioning, immersive software platforms run across high availability, high security, high transaction load infrastructure. Boyd Interactive is a technology company at its heart and is committed to being a mobile first developer of real-money gaming applications.

The Technical Application Support Analyst will be responsible for helping Boyd B2B and B2C customers to use Boyd Interactive software in efficient and productive ways. The Technical Application Support Analyst will assist the customers (internal and external) to resolve problems and find ways to use the software in the most optimized ways.

Major technical duties include:

• Respond to customer inquiries and issues related to Boyd applications, troubleshoot problems, and provide timely and effective resolution.
• Work closely with internal development and operations team to identify and resolve issues reported by customers.
• Escalate complex or critical issues to higher levels of support or development teams as necessary.
• Work with Boyds software vendors to coordinate integration data points.
• Use Boyds software tools to make a positive impact on the customers success.
• Understand customer requirements and construct the solution using Boyds software.
• Investigate the logs in Grafana to identify the issue.
• Perform root cause analysis of production issues.
• Analyze complex data that resides in relational database by using SQL queries.
• Manage communications with customers, at all levels, to maintain positive relationships.
• Implement and maintain a knowledge base to enable quick resolutions to customer issues and training purposes.

Requirements:

• Experience with using software tools and configurations.
• Experience in troubleshooting and resolving application issues.
• Good knowledge of relational database systems.
• Experience writing SQL queries to investigate data issues.
• Experience with monitoring tools such as Grafana.
• Software education is an advantage.
• Ability to adapt to new environments, and the ability to identify, propose and implement changes and improvements.
• Solid analytical and problem-solving skills.
• Strong interpersonal and communication skills, both written and verbal.

Soft Skills:

• Ability to work in a deadline driven, fast-paced environment.

• Innovative and creative.
• Independent and self-motivated.
• Enjoys and works well in teams, but also thrives in autonomy.
• Exhibits the important balance of patience and determination that allows entrepreneurial businesses to flourish.
• Organized and thorough.
• Collaborative team player, excited and willing to do what it takes to get the job done.

Job Type:Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site childcare
• On-site gym
• On-site parking
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care

Work location: Hybrid - on site 3 days per week at the office in North York, ON M2J 5B5

Required Qualifications:

This is not a remote position. Are you comfortable working on a hybrid basis at the office 3 days per week?

Do you have 5 years of experience with writing SQL queries?

Do you have 5 years of experience using Grafana?

Job Title:-Production Support Analyst III

Duration:12 month(s) plus extensions

Location: Montreal QC (Hybrid)

Description/Comment:Application Production Support FTS team for Connexis Cash Application

The position at a glance Application Production Support (Client) team, responsible for maintaining and supporting applications under the scope of North America Business Lines.

Teams are in USA, Canada and India, ensuring full coverage to the business lines that Client support. Client is a 24/7 team, ready to respond on any application related issues.

The team aims to maintain the integrity, stability and continuity of the supported platforms, with the main objective of safeguarding the availability of the applications at the start of every business hours.

The team thrives to implement the standard IT Policies in line with the GROUP and NAR standards. Always ensuring to comply with the IT Security policies enforced by the group.

Client team actively participates in the Client transformation, constantly adjusting and adapting to the needs of the business lines we support.

The Client goal, "Bringing value to the Business ".

Work Scope In detail

• Investigate production issues and coordinate resolution with stakeholders, clients, software vendors and technology specialists for a timely resolution.

• Support product deployment life cycle for new releases, standards, and patches.

• Ensure support documentation is kept up-to-date and published in prescribed tools according to the Bank's standards.

• Provide support for projects along with timely reporting on status updates and risks.

• Prepare documents for business continuity planning, architecture and disaster recovery procedures for the Client supported platforms.

• Coordinate post-migration validation in production environment with users and coordinate end-to-end testing as necessary.

• Participate in governance and audit initiatives and support the resolution of noncompliance findings/recommendations.

• Participate in the resolution of situation reviews triggered by major incidents along with documentation of post incident report.

• Participate in global projects working with teams from US, Canada, Paris, India, Philippines.

Preferred qualifications

• Minimum 5 years' experience in application production support

• Hands on experience with UNIX, Linux and Shell Scripts.

• Hands on experience with Oracle (preferred) SQL and PL/SQL.

• Experience with Windows servers.

• Knowledge in Infrastructure/security technologies like VMWare, WebSphere, Tomcat, firewalls, PGP encryption, CFT, IBM MQ Series, etc

• Must be able to work flexible hours (morning shift, evening shift, weekend support).

• Strong problem-solving skills.

• Possess time management and priority management skills.

• Team player while being able to work autonomously.

• Ability to work under pressure to support critical 24x7 production platform.

• Professional English level skill for verbal and written communication (Follow the Sun requirement)

Good to have

• Experience in working with geographically diversified teams.

• ITIL Framework knowledge will be an asset (incident/problem/change process)

• Dynatrace Knowledge

• Ability to use Excel for data analysis and reporting

• Bilingual (French/English

Job Description

Description

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

We are looking to hire a skilled Server Application Analyst to manage and maintain our Windows Server Application systems. In this role, you will be responsible for installing/upgrading Windows-based Applications, managing Batch processes, Windows Services and maintaining the integrity of our CIIS servers. 

To ensure success as a Server Application Analyst, you should have in-depth knowledge of Windows Application setup, deployment, and maintenance, coding skills, and the ability to solve complex IT issues.  The candidate ensures the smooth running of the company’s Application server systems, while maintaining a high level of uptime.

RESPONSIBILITIES

• Creating and maintaining 3rd party partner SFTP configurations and automation scripts
• Support and monitor server applications and server resources. Managing the server’s functional integrity
• Coordinate with corporate IT and Info Security teams with pre-set requirements and make sure CIIS servers meets those standards.
• Coordinate with CIIS Development Team to deploy and manage applications.
• Create and manage CERT/PKA Key requests, coordination, and installation for CIIS applications.
• Create and manage Batch Jobs in our job scheduler tool (Autosys)
• Assist with the creation and deployment of scripts.
• Assist Pario Support for 2nd level server application issues.
• Liaison with CI Enterprise Infrastructure team on system and security related upgrades/patching
• Be available for after hours issues that may arise or weekend server smoke testing after patches are deployed, as per on-call schedule
• Perform SQL queries for troubleshooting support level issues.

QUALIFICATION REQUIREMENTS

• College Diploma or Bachelor’s degree in Information Technology or Computer Science.
• 3+ yrs of proven Canadian experience supporting Applications and Servers.
• Proven work experience as a Windows Administrator is preferred.
• Detailed knowledge of Windows server setups, Application Installations, deployment, and maintenance.
• Ability to create/modify scripts in PowerShell, Batch Command, and similar languages.
• Some Experience with databases SQL query and Network troubleshooting.
• Experience with SFTP / File transfer tools: WinSCP, FileZilla, Scheduled Tasks is preferred
• Excellent problem-solving skills.
• Good analytical and communication skills.
• Experience in Wealth Management and/or Fintech sector.

WHAT WE OFFER 

• Modern HQ location within walking distance from Union Station.
• Equipment Purchase Program.
• Training Reimbursement.
• Paid Professional Designations.
• Employee Share Purchase Program (ESPP).
• Corporate Discount Program.
• Enhanced group benefits.
• Parental Leave Top–up program.
• Fitness membership discounts.
• Volunteer paid Days.

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.

Please submit your resume in confidence by clicking “Apply”. Only qualified candidates selected for an interview will be contacted. CI Financial Corp. and all of our affiliates (“CI”) are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at , or call ext. 4747.

Job Description

As THE leader in transit technology, Clever Devices’ vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of smart, sustainable technology that improves the quality of mobility in communities around the world.

The Systems Support Analyst manages and oversees daily support operations. The position may also include oversite and management of technical and system support teams. The primary function of the position is to oversee the lifecycle and ultimate resolution of technical issues reported by customers. The SSS requires technical proficiency and strong leadership capabilities and acts as the point of contact for Clever Devices customers seeking support. The SSS shall demonstrate exceptional skills in customer service, technical investigation, problem solving, as well as communication to effectively maintain a cooperative working relationship with internal peers and external customers.

Primary Responsibilities:

• Create strong relationships with customer contacts.

• Have constant dialogue with customers to understand their business, needs, and to look for any issues.

• Serves as senior level technical resource for system troubleshooting, issue identification, and resolution coordination

• Work as a key member of the customer account teams to provide a unified front helping the customer support their Clever Devices’ Products. This means knowledge and information is constantly shared between the team.

• Use the JIRA ticketing system to open issues, track progress and investigate potential issues. It is important to be efficient for the greater organization by investigating existing tickets prior to opening duplicates.

• Troubleshoot difficult and complex issues with Clever Devices’ products independently.

• Use logfiles and other inputs to proactively look for trends in fleet data. Also review reported issues for potentially larger issues.

• Escalate issues to upper management when required to bring a larger audience to the problem.

• Become a subject matter expert regarding our customer specific installations.

• Escalate issues via JIRA tickets to get resources from Engineering when required.

• Work with Engineering to provide supporting information and log files when an escalated ticket is being worked by Engineering.

• Be an expert level user of all Clever products at the customer’s location.

• Support the underlying servers that support Clever Devices’ applications.

• Understand the onboard bus equipment. Ability to troubleshoot issues with the systems on board including TSP, APC, Farebox, IP Routers

• Have a basic understanding of the general structure and components of a transit Vehicle. Electrical, J1939, J1708, Ethernet, Multiplexors.

• Working with complex databases and ability to use SQL Server Management Studio

• Be familiar with string queries tools and log file analysis techniques.

Skills Required:

• 10+ years’ experience in a technical support or engineering environment which involves hardware, software, data, and communications technologies

• 5+ years in a help desk or technical support management role with system level troubleshooting of Computer, Network, or Transit systems

• Minimum of bachelor’s level degree in Computer Science, Engineering, or equivalent

• Experience in a technical call center/help desk environment

• Proven track record of creating comprehensive solutions and establishing priorities that provide the best-balanced solution.

• Expert with issue-tracking software.

• Strong communication skills including oral, written, and customer approach.

Clever Devices is an Affirmative Action/Equal Opportunity Employer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.

Job Description

Precision Well Servicing is the largest service rig provider in Canada, with an impressive fleet of equipment, service rig professionals and strong relationships with top-tier companies. Precision is currently seeking an experienced IT Support Analyst to join our team.

The Precision Well Servicing Information Technology team provides IT solutions for our employees across multiple office and remote field locations. The IT Support Analyst will collaborate with highly motivated team members to provide IT customer service along with the development and implementation of new solutions. The role will provide the candidate opportunities to provide IT solutions to business stakeholders along with growing their own skills by learning existing and new technologies as they are introduced into the environment. The candidate must be able to work in a team environment and be engaged and energized.

*Our staff have mobilized back to the office; candidates will need to be available to work in our office full-time.

Why Choose Precision Well Servicing?

• You will join a well-respected company with a proven track record of success in well servicing operations
• Opportunities for career growth and development; we are committed to investing in our people
• Safety is at the core of everything we do, and we prioritize the well-being of our employees, ensuring a safe and secure working environment in the field and the office
• A dynamic, collaborative and respectful environment where teamwork, communication, and inclusion are prioritized
• A benefits package that prioritizes mental health support
• An attractive salary that recognizes and rewards performance and dedication

What You'll Do:

• Troubleshoot, configure and support the components and services within a Microsoft Windows OS and Microsoft Office 365 environment
• Understand the client PC, cloud server and networking systems and the relationship between these technologies
• Configure and deploy workstations and associated hardware at various company locations and provide in-person and/or remote support to device users across the company
• Configure, deploy and support communications devices (smartphones, aircards, etc.) across the company
• Document activities and share workloads within an IT service ticketing system
• Learn and apply IT processes and follow standardized procedures to successfully deliver on assigned work
• Collaborate with IT peers, business stakeholders and vendors to develop and deliver solutions
• Develop and execute plans for assigned activities
• Develop and maintain technical documentation
• Take initiative to access and research information required to complete all tasks and projects
• Some travel may be required, on an infrequent basis

What You'll Bring:

• Diploma or bachelor degree in Computer Science or Computer Technology, or be able to demonstrate equivalent related experience
• Motivation to learn
• Strong troubleshooting and problem-solving skills
• Ability to escalate issues internally and seek vendor support when required to keep the IT systems running reliably
• Ability to work and collaborate within a highly technical motivated team
• An eagerness to learn and apply new technologies
• Strong organizational and communication skills along with the ability to adapt to changing circumstances as well as clarify information or instructions relevant to their job
• Ability to stay focused, methodical thinker and possesses a high attention to detail
• Effectively gathers information and understands customer needs to achieve resolution
• A demonstrated commitment to Precision Well Servicing's Core Values and Key Beliefs
• Knowledge of Microsoft Azure Active Directory
• Knowledge of Microsoft Power Platform technologies including Power BI, Power Automate, Power Apps, Power Query, Power Pivot is a bonus
• Microsoft and other industry certifications
• Advanced Excel skills (> 2 years' experience specific to advanced formulas, pivot tables, beginner/intermediate VBA development/macros) is a bonus
• Functional/technical documentation writing experience

We thank all candidates for their interest in Precision Well Servicing, however only those selected for an interview will be contacted.