Infrastructure & Support Analyst

Downtown Toronto
Shared Services /
Full Time Permanent /
Hybrid
At Intelliware, you’ll have the opportunity to be part of a top-notch Tech Ops team and work with bleeding edge technology. Under the supervision of VP, Technical Operations, you will support end users and work on staging, configuring and supporting server, workstation and network-related hardware and software applications.

Responsibilities/Accountabilities:

    • Act as primary point of contact for onsite and roaming user-related technical issues including hardware and software problems, network connectivity, and system errors
    • Respond to user inquiries and provide prompt, accurate, and professional technical support via various channels
    • Track and manage user inquiries and issues using help desk software and ticketing system
    • Diagnose and troubleshoot user-reported problems, utilizing appropriate testing tools and methodologies to identify the root cause of issues
    • Document user issues, resolutions, and troubleshooting steps in a comprehensive and organized manner
    • Maintain and develop an inventory of network hardware and software
    • Configure and distribute workstations and laptops
    • Onboard and train new employees
    • Help design and implement scalable technology infrastructure solutions
    • Establish and enforce security/ cybersecurity lens
    • Collaborate with IT Team for infrastructure improvements and driving operational efficiency
    • Investigate, learn, and apply new technologies/processes

‘Must Have’ Skills and Qualifications:

    • Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to technical and non-technical users
    • Strong customer service orientation and a passion for delivering exceptional user support
    • Proven problem-solving and analytical skills, with the ability to logically diagnose and resolve user issues
    • Ability to work both independently and collaboratively in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines
    • Proficiency in using various operating systems, software applications, and hardware devices
    • Knowledge in supporting LAN and WAN solutions
    • Experience using Microsoft Active Directory, Office 365 & Microsoft Entra ID
    • Familiarity with help desk software and ticketing systems
    • Understanding of security/cybersecurity principles
    • Research skills and up-to-date knowledge on technology advancements
    • Degree/Diploma in a relevant field or equivalent practical experience

’Nice to Have’ Skills and Qualifications:

    • Experience with Modern Enterprise Grade Switches and Firewalls
    • Experience with Docker or other containerization technology
    • Experience with MDM solutions
    • Experience with Endpoint backup and Endpoint EDR systems
    • Experience with scripting in Windows and Linux
    • Experience with VMWare Workstation or Fusion
    • Experience with Microsoft Hyper-V or VirtualBox
For more info on Intelliware, check out our Careers Page and Instagram.

Intelliware is committed to diversity in the workplace. We are an inclusive employer and welcome and encourage applications from all qualified candidates. Applicants’ needs will be accommodated during our recruitment and selection process so please advise us if you require accommodation.