IT Analyst Level 2 Support

at  Coreio Inc

COMPANY OVERVIEW:

Coreio Inc. is a leading Toronto-based IT services provider that delivers IT Infrastructure and Operations solutions for enterprise-scale companies across North America. We build on our 35-plus year history as a strategic partner, and apply our experience as in-house IT experts, to help our clients solve complex business and technology issues, so they can focus on what they do best.

JOB SUMMARY

Coreio is looking for an IT Level 2 Support Analyst for a one-year contract (Hybrid) to join a fast-paced Support team and be responsible for the resolution of various incidents on client desktops and associated applications.

• Provide advanced troubleshooting and technical support for desktop, applications such as Outlook, SharePoint and other software-related issues escalated from Level 1 support.
• Diagnose and resolve hardware and software issues for end-users, ensuring minimal downtime.
• Collaborate closely with Level 1 support teams to guide them in resolving complex issues and to identify recurring problems.
• Escalate unresolved issues to Level 3 support, working with specialized teams to find permanent solutions for complex technical challenges.
• Maintain detailed documentation of support activities, issue resolution processes, and system configurations.
• Leverage existing knowledge-based articles to expedite troubleshooting processes
• Monitor system performance and identify areas for improvement, implementing necessary changes to enhance system reliability and user experience.

REQUIRED SKILLS AND EXPERIENCE

• 3+ years of experience in IT support, with a focus on supporting desktop and end user applications
• Knowledge of ServiceNow ticketing platform is a must with experience in using incident management modules.
• Experience troubleshooting Electronic Faxing Products such as RightFax, SharePoint Administration (2013/2019/Online) & Microsoft Office applications
• Strong knowledge of Windows operating systems, including configuration and administration.
• Experience with Active Directory, Office 365, and remote desktop support tools.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Experience working in a fast-paced, multi-site environment with support capabilities.
  Coreio is an equal opportunity employer and values diversity in its workforce. Coreio encourages applications from all qualified individuals and will accommodate applicants’ disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. If you require disability-related accommodation in order to participate in the recruitment process, please contact the Human Resources team by email at careers at coreio.com.
  Visit www.coreio.com for more information

• Provide advanced troubleshooting and technical support for desktop, applications such as Outlook, SharePoint and other software-related issues escalated from Level 1 support.
• Diagnose and resolve hardware and software issues for end-users, ensuring minimal downtime.
• Collaborate closely with Level 1 support teams to guide them in resolving complex issues and to identify recurring problems.
• Escalate unresolved issues to Level 3 support, working with specialized teams to find permanent solutions for complex technical challenges.
• Maintain detailed documentation of support activities, issue resolution processes, and system configurations.
• Leverage existing knowledge-based articles to expedite troubleshooting processes
• Monitor system performance and identify areas for improvement, implementing necessary changes to enhance system reliability and user experience