Job Title: End User Support Analyst
Location: London, ON (Onsite or hybrid 3 days a week in office)
Type: Permanent

All applicants must be legally entitled to work in Canada.

Position Summary

Our client is seeking a permanent End User Support Technician to provide level 2 support within both office and remote environments. This role is responsible for ensuring the smooth operation of end-user devices and peripherals through installation, troubleshooting, maintenance, and upgrades. The technician will also assist with backend systems and network configurations when needed to support user functionality.

Collaboration is central to this roleyoull work closely with frontline support staff and systems administrators to resolve technical issues efficiently using a variety of tools and communication channels. In addition to day-to-day support, this position will contribute to service improvement initiatives and lead projects aimed at enhancing end-user experience and operational processes.

What You'll Do

• Perform on-site analysis, diagnosis, and resolution of computer problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.

• Install, configure, test, maintain, monitor, and troubleshoot end-user computers and related hardware, software, and applications.
• Assess the need for and implement performance upgrades to computers, including the installation of the various internal/external components as required.
• Help manage communications (email, IM, VPN etc.) and connection solutions including local area networks, wide area networks, on-premises, and cloud applications.
• Manage end-user accounts, permissions, access rights, and storage allocations in accordance with company standards, policies, and procedures.
• Provide systems back-end level resolutions to internal client issues.
• Collaborate with other IT team members to ensure efficient operation of the overall end-user computing environment.
• Receive and respond to incoming Helpdesk calls, pages, chats, and/or emails regarding end-user equipment problems. This includes, but is not limited to, desktops, laptops, mobile devices, printers, projectors, and telephones.
• Perform moves, additions, and change requests as required by department managers and/or supervisors.
• Help to ensure assets (hardware, software) are maintained responsibly.
• Help to enforce IT standards, policies, and procedures.
• Conduct research on computing products in support of computer procurement, management, and development efforts. Evaluate and recommend products for purchase.
• Assist in developing long-term strategies and capacity planning for meeting future end user device needs and support methodologies.
• Ensure network security at the end-user level is properly configured and maintained.
• Accurately document instances of computer equipment or component failure, repair, installation, and removal.
• Train and/or facilitate in the training of end-users in proper usage and procedures of standard hardware, software, and applications.
• Create and/or maintain documentation related to hardware/software/application installation, maintenance, upgrades, and troubleshooting for the computing environment.
• Communicate effectively with internal clients to help identify needs and to help evaluate alternative business solutions and strategies.
• Seek opportunities to increase client satisfaction and deepen client relationships as it relates to technology.

Mandatory Requirements

• Degree and/or diploma in a computer related field or discipline or related experience.
• Two (2) years computer support experience in the corporate or non-profit sectors.
• Knowledge of Microsoft Windows, Linux and Apple Mac operating systems.
• High degree of proficiency in MS Office products including Microsoft 365. Extensive hardware, software, and application knowledge.
• Ability to install, diagnose, repair, maintain and upgrade all end-user devices and peripherals.
• Ability to provide excellent customer service to internal clients.
• Honesty and integrity ability to be discreet, confidential and security conscious.
• Excellent planning, organizational and analytical skills.
• Good oral communication skills ability to present IT concepts in user-friendly language.
• Proven written communication skills.
• Self-directed with ability to work independently and as part of a team.
• Travel and Overtime may be required

If you are interested in this position and meet the above criteria, please click the 'Apply for Job' button below to send your resume securely and in confidence directly to the recruiter in charge of this position. We thank all applicants; however, only those selected for interviews will be contacted.

WE APPRECIATE YOUR INTEREST IN 10 PERCENT RECRUITING LTD.