Description
Job Title: Senior IT Support Analyst Company: Applications On Networks Inc. (Appsonnet) Location: Toronto, Ontario, Canada (Hybrid) Key Responsibilities: Supervisory & Operational Duties: Supervise a team of Tier-1 & Tier-2 support personnel (Canada & India) for help desk and project-related tasks. Ensure timely response to customer support calls, emails, and ticketing system requests. Monitor and manage the ticketing system queue. Oversee operations team performance and provide guidance. Proactively monitor managed customer equipment and systems. Lead or manage projects (e.g., client onboarding, system deployments/upgrades). Review and analyze security/maintenance logs for anomalies. Handle escalations and coordinate with next-level technical/vendor support when needed. Proactively notify customers of critical issues. Create and maintain technical documentation. Participate in on-call pager rotation. Work extended hours when necessary. Technical Duties: Provide remote and onsite troubleshooting for customer issues. Administer and troubleshoot managed services (Servers, Firewalls, VPNs, Backups, etc.). Analyze system logs (security, maintenance, etc.) for troubleshooting. Stay updated with technology trends via labs, peer discussions, and research. Document processes and maintain records. Assist in IT projects as required. Perform physical tasks (equipment setup, lifting). Travel to customer sites when needed. Requirements: 7-10 years of hands-on experience in IT services, including: Exchange on-premise upgrades & patching Exchange to Office 365 migrations Active Directory (AD) upgrades, new setups, and replication troubleshooting Azure WVD pool management (golden image updates) Microsoft Storage Replica configuration VMWare & Hyper-V patching (standalone & clusters) Handling technical escalations Ability to quickly learn new technologies (self-directed and via training).
