Technical Support Analyst

- Montreal - 

Castle Hall is an entrepreneurial, dynamic and fast moving company that is looking to add a Technical Support Analyst to our IT team. This existing role responds to increasing demand for Castle Hall’s services, and the firm’s commitment to continued growth. The successful candidate will be given the opportunity for personal and professional growth.

RESPONSIBILITIES

• Provision and maintain Apple macOS systems and peripherals
• Install, administer and troubleshoot software on staff computers
• Install, maintain and troubleshoot printers, VoIP phones and network devices 
• Provide technical support to staff via remote access, over the phone, e-mail, chat, or in-person
• Identify issues with in-house web application and create clear and detailed development tickets to resolve them
• Provide support to staff by researching, implementing and documenting appropriate solutions in areas such as hardware, operating system and software issues, and will provide support for Castle Hall’s proprietary ERP application.
• Document problem resolution steps and known issues
• Produce guidance documents geared towards end users for new processes and frequent tasks
• Identify gaps in staff knowledge of tools and procedures and provide training as necessary
• Maintain the hardware and software inventory list
• Assist in upholding and maintaining security procedures and processes
• Assist with the provisioning of new user accounts and endpoints
• Assist with the roll-out of company-wide IT projects
• Provide front line support for Castle Hall employees across a variety of platforms
• Responsible for identifying and reproducing bugs and issues within the ERP, creating development tickets, and liaising with software developers to resolve them.
• Assist with the operation and maintenance of printers, VoIP phones and other network devices
• Other duties as required

DESIRED SKILLS AND EXPERIENCE

• College diploma or university degree in the field of information technology or equivalent
• 1-3 years of professional IT experience
• Proactive, customer service driven individual with strong investigative and troubleshooting skills
• ACSP (Apple Certified Support Professional), Comptia A+ or Network+ certifications an asset
• Thorough understanding of Apple hardware and software 
• Advanced Knowledge of Apple Remote Desktop and Microsoft Office would be an asset
• Knowledge of TCP/IP networking, DNS, *nix administration, bash scripting
• Basic understanding of VoIP hardware and software
• Experience providing quality end-user support would be an advantage
• Strong investigative and troubleshooting skills
• Excellent verbal and written communication skills
• Strong organizational and problem-solving skills
• Ability to manage multiple priorities and projects

WHAT WE OFFER

• An opportunity to be part of a highly successful and growing organization
• Excellent working conditions in a young and dynamic work environment
• Benefits plan including health and dental coverage
• Learning and Development - Reimbursement for relevant designations

Please send your cover letter and resume specifying "Technical Support Analyst”. Only candidates under consideration will be contacted.

Job Type: Full-time