Job Description

Job Summary

We are seeking an experienced Senior Technical Support Analyst to join our Information Technology team. In this role, you will be responsible for preventing and responding to technical issues at our various locations / facilities within Ontario. This position is responsible for providing front-line primary technical support to a diverse group of end users on various technical issues and problems relating to hardware, software, and peripherals. The Senior Technical Support Analyst will support multiple platforms including desktops, laptops, mobile devices, videoconferencing and production / OT equipment. The successful candidate will thrive with independent work and have excellent problem-solving skills to diagnose, evaluate and resolve complex situations. If you are a motivated self-starter with a passion for solving technical issues and leading a team to success, we encourage you to apply for this exciting opportunity.

Responsibilities

• On-Site Technical Support: Provide hands-on technical support at various client locations, troubleshooting and resolving hardware and software issues directly
• Communicate with stakeholders and end-users to ensure that they are updated on the status of critical issues and their resolution
• Vendor Coordination: Work with third-party vendors on-site to ensure the proper installation and integration of new technologies, cabling, and equipment
• Collaborate with support teams and IT Support Team Lead to ensure that service level agreements (SLAs) are met or exceeded
• Emergency Response: Be available for on-site emergency support to quickly address and resolve critical IT issues that cannot be handled remotely
• System Upgrades and Deployments: Conduct on-site system upgrades and new hardware deployments, ensuring minimal disruption to client operations
• Network Installation and Maintenance: Travel to client sites to install, configure, and maintain network infrastructure, including routers, switches, and cabling. Provide leadership and mentoring to support the development of junior team members
• Work as a support agent, fielding incoming help requests from end users, Problem resolution including hands-on fixes at the desktop level and site visits
• Contribute to knowledge base articles
• Participate in On-Call rotation and/or after-hours support. Occasional travel may be required
• Additional duties as assigned.

Technical Requirements

• Two-year technical diploma in information technology, electrical engineering technology or bachelor’s degree in computer science, electrical engineering, information technology, or a related field
• Minimum of 5 years of experience in IT support or a related field
• Strong knowledge of ITIL processes and frameworks. Certification in ITIL or related field is a plus

Business Requirements

• Strong problem-solving skills and the ability to think creatively to find solutions to complex technical issues
• Comfortable communicating with non-IT personnel. This role will require site visits and working/coordinating with tradespeople, outside vendors, etc.
• Ability to work independently in a fast-paced environment, handling multiple priorities simultaneously
• Ability to participate in on-call rotation
• Excellent communication skills, both written and verbal, to convey insights to both technical and non-technical audiences
• Valid Driver’s License and the ability to travel to sites as needed

As a member of the OSCO Construction Group, we offer comprehensive compensation package including health and dental coverage, life insurance, RRSP and tax-free savings account options. Additionally, we offer educational scholarships to dependents of employees, health & wellness programming and team celebratory events.

About OSCO

The origins of the OSCO Construction Group go back to 1955 when Ocean Steel & Construction Ltd. was founded in Saint John, New Brunswick. Since that time, the OSCO Construction Group has grown to encompass four main operating sectors: Steel, Concrete, Construction and Corporate. Within these sectors lie an ever-expanding number of construction-related companies and divisions, serving a growing market area and employing over twelve hundred employees.

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