Service Desk Analyst Job at Tundra Technical Solutions, Edmonton, AB

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  • Tundra Technical Solutions
  • Edmonton, AB

Job Description

Role Summary

The Service Desk Support Analyst - Tier Two will provide advanced technical support to our customers, ensuring the smooth operation of their IT systems. This role requires a high level of technical expertise and excellent customer service skills, with a primary focus on in-person customer collaboration.

Responsibilities

  • Offer second-level support for incoming service requests and incidents, and address escalated technical issues from the Service Desk.
  • Offer in-person and remote support to end-users, ensuring prompt and efficient resolution of issues.
  • Troubleshoot and resolve issues related to Microsoft Office 365, Microsoft Azure, Microsoft Intune, Microsoft Windows Server, and Active Directory.
  • Assist with network technologies, including configuration, troubleshooting, and maintenance.
  • Collaborate with other IT teams to identify and resolve complex technical issues.
  • Maintain detailed documentation of support activities and resolutions in the Service Desk system.
  • Provide training and guidance to end-users on the use of IT systems and applications.
  • Participate in the development and implementation of IT policies and procedures.
  • Ensure compliance with security protocols and company policies.
  • Assist with IT projects as required.

Requirements

  • Proven experience in a tier two service desk support role.
  • Strong working knowledge of Microsoft Office 365, Microsoft Azure, Microsoft Intune, Microsoft Windows Server, and Active Directory.
  • Familiarity with network technologies and troubleshooting.
  • Excellent customer service skills, with a focus on in-person customer collaboration.
  • heavily focused with stakeholder communication and customer excellence.
  • Strong organizational skills and attention to detail.
  • Ability to work independently and as part of a team.
  • Excellent problem-solving and communication skills.
  • Experience with ITSM, PSA, and RMM tools are a plus.
  • Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals, CompTIA Network+, etc.) are a plus.

Preferred Qualifications

  • College diploma in IT, Computer Science, or a related field
  • Previous experience in a customer-facing IT support role
  • Experience with ITIL practices and frameworks.

Job Tags

Remote job,

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