The Sr. IT Support Analyst is primarily to support users, core business systems, software, and hardware across the organization. This hands-on, business facing role focused on advanced troubleshooting, application support, and system improvement. The role owns issues end-to-end, collaborates directly with cross functional managers and leaders, and contributes to the ongoing IT initiatives. The position also will support cross-functional projects that require IT. Primary duties include:
- Deliver Level 2 support by resolving complex issues across Microsoft 365, hardware including but not limited to: Laptops, desktops, GPS tablets, mobile and GPS tracking devices.
- Support MDM-managed devices (SOTI or similar)
- Troubleshoot VPN and remote connectivity issues, network-related system issues (TCP/IP, DNS, DHCP), GPS tracking and operations systems.
- Manage tickets in Freshdesk, ensuring full ownership and SLA adherence.
- Support and analyse Oracle-based applications and databases.
- Assist with custom based Oracle ERP and Oracle APEX applications (user support, issue analysis, APIs)
- Use SQL to validate data, troubleshoot issues, and support application analysis.
- Collaborate with cross functional managers and teams to identify system issues and gaps, gather requirements for improvements, and provide updates on issues, risks, and progress.
- Participate in system enhancements, upgrades, and IT initiatives.
- Provide expertise in support of Financial, Operational and Customer short-term and long-term initiatives.
- Evaluate, innovate, and recommend approaches for the improvement of current processes.
- Translate business requirements into technical solutions and present findings to appropriate value stream.
- Support testing, validation, and implementation of system changes.
- Work with MSPs, vendors and internal teams to deliver improvements.
- Provide supporting data and analysis for business case development for various improvement initiatives.
- Utilize analysis best practices to evaluate business issues.
- Assist with any/all other projects and tasks as assigned.
Qualifications
- 3-5 years related experience in IT Support/Application Support
- Strong troubleshooting skills across Microsoft 365, devices, and networking
- Proven ability to analyse and resolve application-level issues.
- Working knowledge of SQL (querying, data validation, troubleshooting), programming or scripting (PowerShell, Python or similar)
- Experience supporting business applications (Oracle APEX preferred)
- Experience with ticketing systems (Freshdesk preferred)
- Experience with VPN, remote access, mobile devices, and MDM tools
- Experience with GPS/Fleet/Operations Systems preferred but not required.
- University degree or college diploma preferred.
- Strong analytical and applied logic skills.
- Creative problem solver who thinks strategically, is results oriented and attentive to details.
- Ideal candidate must be self-motivated, can multi-task, and work effectively in an unstructured environment.
Hours – Five days a week 8:00 am to 4:30 pm minus 30 mins lunch
Location – 111 The West Mall, Toronto, ON
Pay: $70,000.00-$80,000.00 per year
Work Location: In person
