Summary
The Technical Support Analyst is responsible for providing front-line technical support to all XTL users. Success in this role requires responding promptly to support tickets and minimizing business disruptions. When a request exceeds their scope, the analyst must escalate the issue to an appropriate IT subject matter expert. Participation in after-hours support is also required.Beyond end-user support, this role includes responsibility for the daily maintenance and upkeep of XTL’s IT systems and network infrastructure. It requires a proactive, solutions-driven mindset to identify and resolve issues before they impact business operations.
Key Responsibilities
1. End-User Support
- Ensure users can effectively perform their roles using the IT tools provided.
- Deliver support with a friendly, respectful, and solution-oriented attitude.
- Actively follow up on open cases to ensure resolution.
- Provide basic training on XTL systems and software (e.g., email, phones).
2. Access & Security
- Maintain user credentials and profiles within XTL systems.
- Enforce IT security protocols and compliance standards.
3. System & Network Maintenance
- Continuously seek improvements in IT processes and service delivery.
- Ensure optimal functioning of IT infrastructure and systems, including servers, networks, workstations, mobile devices, printers, and business applications.
- Proactively identify and resolve technical issues, escalating when necessary.
- Monitor system backups and perform data recovery as needed.
- Deploy IT equipment and software to end users.
- Document solutions and contribute to the IT knowledge base.
- Maintain a clean and organized IT environment.
Desired Skills & Experience
- Microsoft Active Directory
- Microsoft 365
- Microsoft Windows Server
- VMware
- Windows 10/11 and macOS
- iPhone and Android mobile device support
- Microsoft SQL Server
- VoIP systems
Core Values & Attributes
- Strong customer service mindset with a focus on user satisfaction.
- Positive, respectful, and team-oriented attitude.
- Proactive and resourceful problem solver.
- Self-motivated with the ability to manage priorities and meet deadlines with minimal supervision.
For more information, please contact Purnima at 514-636-1499 ext. 9052
You’ll find your place at XTL!
To learn more about our job opportunities, visit our website: www.xtl.com/en
XTL is an equal opportunity employer and embraces workplace diversity. All applications are considered equally regardless of whether they are submitted by a woman, a man, a member of a visible minority, an Indigenous person, or a person with a disability. Masculine terms are used solely for simplification.
We encourage all interested individuals to apply, but only those selected for an interview will be contacted.
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