Technical Support Analyst

at  Canada Data Communications Management Corp

LOCATION: BRAMPTON, ON

DCM is a communication solutions partner that adds value for major companies across North America by creating more meaningful connections with their customers. We pair customer insights and thought leadership with cutting-edge products, modular enabling technology, and services to power our clients’ go-to-market strategies. We help our clients manage how their brands come to life, determine which channels are right for them, manage multimedia campaigns, deploy location-specific and 1:1 marketing, execute custom loyalty programs, and fulfill their commercial printing needs all in one place.
Our extensive experience has positioned us as experts at providing communication solutions across many verticals, including the financial, retail, healthcare, consumer health, energy, and not-for-profit sectors. Thanks to our locations throughout Canada and in the United States, we are able to meet our clients’ varying needs with scale, speed, and efficiency – no matter how large or complex the ask. And we can do it all with advanced data security, regulatory compliance, and bilingual communications, in digital or print.
We’re looking for an IT Technical Support Analyst who will provide IT front line Service Desk technical support for business end-users. The support is provided via receiving customer inquiries, monitoring of services, technical project management, documenting, prioritizing, resolving or escalating incidents and service requests, for a variety of hardware & software technologies. This role will start off as a 12 Month Contract, with the possibility of becoming a Permanent role and will be on a hybrid working model – 3 days in office, 2 days remote.

REQUIREMENTS:

• Technical or Community College Diploma
• Computer Knowledge – moderate/advanced Microsoft operating systems and Microsoft office.
• Introductory knowledge of Apple operating systems, VPN, Active Directory, cloud computing, and Cisco networking.
• Fluent in English both written and oral, with an excellent communication skill. French is an asset.
• Preferred one (1) year of experience in a similar role.
• Ability to work independently as well as part of a team, plan and take initiative to accomplish objectives in a timely manner with minimal supervision.
• Able to work flexible work schedules if required depending on business needs.
• Customer Service experience is a must.
  Data Communications Management Corporation is committed to equal employment opportunity, employs and does not discriminate against all qualified persons without regard to race, color, religion, national origin, sex, age, disability, or any other classification protected by applicable federal and provincial laws. We invite resumes from all qualified applicants. Should you require any accommodation throughout the recruitment and selection process, please inform human resources so that we can ensure your equal participation.

• Receiving walk-up customer support in our Brampton service desk area, processing email support, and requests to the IT Service Desk. Responsibilities include documenting information relating to the issue, communicating issues to users and management and updating documentation with more details, as needed, or upon reaching resolution.
• Prioritizing, updating, initial troubleshooting, and resolving, or escalating open issues.
• Documenting and using knowledge solutions, using help documents, FAQ’s, knowledge articles, etc. for future use by IT staff and end users.
• Deploying low risk changes to IT systems.
• Collaboration and leading IT project work.
• Build customer rapport at all times with every interaction, while logging, troubleshooting, and resolving their issues. This includes all customer communication including emails, phones calls, and desk visits.
• Performing other duties as required.