IT Technical Analyst

at  Aversan

IT TECHNICAL ANALYST

Aversan Inc. (www.aversan.com) is a reputable Engineering Company that provides expertise in Systems Integration, Product Design/Development and Software/Product Testing for highly regulated industries including Digital Health, Medical Devices, IT and Aerospace. We are currently seeking a qualified IT Technical Analyst to work on leading edge technology products. The successful candidate for this position will be a part of highly motivated and highly technical work environment that feeds off the collective energy of a team-oriented workplace.
Location: Toronto, ON (Fully on-site)

BASIC QUALIFICATIONS

• Associates degree in Information Technology with three to five years of related experience and/or training; or an equivalent combination of education and experience.
• Experience with PC hardware troubleshooting and repair skills.
• Knowledge of Active Directory.
• Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through.
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Certifications in Windows system management is a plus.
• Formal Windows class-room training and certifications Microsoft technologies desired.
• At least one desktop certification such as A+, CCNA/CCNE, MCSE, MCSA, MTA desired.
• ITIL certification desired.
• Experience with ServiceNow or similar ticketing system is preferred.

• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat/IM, and remote control/assist software.
• Answer technical and how to use inquiries.
• Document session notes and complaints in appropriate systems
• Provide technical account management for customers resolving issues and escalating when appropriate.
• Log and track IT related received goods/software licenses.
• Ability to setup, support and troubleshoot VTC (Video Teleconference).
• Build and maintain knowledge base and document procedures.
• Document and manage Product Development issues to resolution.