Technical Analyst

Our Toronto based client, an established firm in the IT managed services sector, is looking for a Technical Analyst to join their team.  In this role you will provide technical support to GTA centric customers.


  • Respond to assigned service tickets and quickly resolve technical system/server issues (hardware & software) within specific SLA targets  via phone, electronically, remote session and/or in person.
  • Log, categorize and prioritize calls; provide initial diagnosis, and resolve or escalate and monitor the resolution timelines while keeping the end user up-to-date; document solutions and/or workarounds.
  • Able to develop sound professional working relationships with IT colleagues, customer staff and management building their confidence while acquiring an understanding of their business.
  • Proactive in monitoring and managing all environments to identify trends and potential problem areas.
  • Document time and work completed. Prepare, generate activity and management status reports
  •  Identify and mitigate risks, documents opportunities for improvement.  Stay current with system information, changes and updates

 Technical Qualifications

  • Minimum 3 years technical support, DNS, AD and server set-up/configuration
  • Experience supporting Microsoft Windows Server and Workstation platforms (hardware / software) as well as other MS server-based, desktop products (e.g. Office) and MAC
  • Professional Certifications such as MCP, MCSA, MCSE
  • Proficiency with LAN, WAN, firewalls and systems analysis, configuration and support
  • Virtualization technology (VM Ware, Hyper-V, etc.) experience and asset
  • Microsoft Exchange experience and asset


  • Experience dealing directly with high profile clients
  • Experience using tickets and queues
  • Ability to travel within the GTA (own transportation and valid driver’s license)
  • Excellent interpersonal skills and be an effective communicator – both written and verbal
  • Attention to detail
  • Strong problem solving skills with ability to analyze and make an educated decision
  • Ability to communicate with non-technical users
  • Ability to prioritize, work under pressure and meet deadlines


  • Salary: 45 – 65k  commensurate with experience
  • Vacation: 2 weeks
  • Benefits

We thank all those who apply however, only applicants chosen for an interview will be contacted.  Candidates must be legally eligible to work in Canada without sponsorship. Please send applications to and quote job ref# WATECH140212.