Discover
The Opportunity
We are looking for a Support Analyst to join our Managed Services practice, playing a role in helping us build brilliant together. This role is critical for delivering insanely great customer experience, handling end user support requests with impeccable professionalism and ensuring that tickets are resolved in a meticulous and complete manner. Success in this role will be a result of an outgoing personality, ability to thrive within a team atmosphere and act as a customer liaison to triage and resolve a wide range of issues, some of which will require on the job learning. In short, we are looking for a technology enthusiast with fanatical customer service that has aspirations of leading and inspiring others.
The technical scope of this role includes end user support for Windows-based desktops, mobile devices, enterprise server / cloud environments and provides Incident Management and Problem Resolution in a continuous improvement mindset. The Support Analyst proactively triages, classifies and reviews Incidents / Problems to ensure proper SLA compliance for all customers. This role ensures client connectivity and service assurance for communication devices, remote access servers and all business-critical server-based / cloud systems and may be the technical resource for third party vendors when required. Additionally, the Support Analyst will be responsible for proactively detecting critical system outages and escalating to Tier 2/3 engineering resources or vendors for timely problem resolution and Root Cause Analysis. Lastly, the Support Analyst will update documentation including user guides and triage Wikis as required and is also required to deliver "on call" or extended hours support to service T4G's customer base.
We understand that you may not have all the qualifications listed in this posting - although it would be impressive if you did. Experience means a lot, and skills can be transferred and learned, but we feel passion and fit are just as important. Above all else, we're looking for someone who can bring new perspectives to our work and culture, and has a desire to be challenged.
If you're looking at this and feel like you're the right person for the job, we encourage you to apply.
What you'll do
Responsibilities
- Excellent troubleshooting abilities with complex problems relating to IT infrastructure
- The experience to be able to prioritize, categorize calls and receive and respond to service tickets for assistance via telephone, email or chat in accordance with each client's Service Level Agreement
- Must have the aptitude and means to learn a broad and comprehensive set of systems pertaining to T4G and client's architecture and infrastructure
- Strong skillset in documenting operational procedures and creating how-to's
- Knowledge of the core concepts in Microsoft technologies (Active Directory) and be familiar with basic system administrative tasks.
- Familiarity with the Linux command line and knowledge of the core concepts of the OS.
What you'll need
Qualifications
- University Degree or College Diploma
- Customer service experience in a fast-paced environment.
- Highly developed written and verbal communications skills.
- Excellent decision-making and problem-solving skills.
- Adaptability and flexibility to changing demands.
- Technology enthusiast and willingness to obtain technical certifications.
- Previous experience supporting/managing Microsoft or Apple products is a plus.
- Previous System Administration experience is a plus.
We're looking for
Core Skills
A little bit about us
T4G Limited
T4G is a full-service Applied Data Company. We’re a diverse group of technical experts, creative thinkers, and strategic consultants who help organizations succeed through digital transformation.
T4G was founded in 1996 by senior leadership from two of Canada’s largest retailers. Initially, our expertise and solutions were tailored to the retail sector, with service offerings in business intelligence and custom development. Over the years, we've hired truly amazing talent and broadened our capabilities.
Now our work spans the key areas of data and technology that businesses rely on, including analytics, app development, cloud transformation, data engineering, internet of things, experience design, and leadership on the forefront of artificial intelligence and machine learning. We support companies across multiple verticals, including retail, energy and utilities, financial services, manufacturing, and the public sector.
T4G Limited is a privately held Canadian company with more than 150 employees, with offices across Canada and a customer base that spans North America.
Are you interested?
Work With Us
It's more than just a job. T4G is a collaborative, values-focused organization where people care deeply about each other, their work, and our clients. We take pride in cultivating an open and inspiring environment that respects every individual and encourages them to grow personally and professionally.
A career with T4G means a place where your ideas are heard and valued, and where you're given the support to make them come to life, all surrounded by some of the brightest people in the industry. This can be reflected through our award of the Best Workplaces to Work in Canada Top 50 for ten years running. We have a loyal expert workforce, and that makes a HUGE difference to our customers. We built our business on "Being invited back". This is why six of our top 10 clients have been with T4G for more than eight years.