Analyst, Technical Support

Dream is looking for an Analyst Technical Support!

Were always looking for talented people to join our growing community. Dreams Technical Services team is hiring a Technical Support Analyst to provide frontline support and deliver excellent user experience by troubleshooting and resolving hardware and software issues for our 600 employees. Youll support users in a Windows 11 and macOS environment using our Microsoft stack (including SharePoint Intune Teams and Microsoft 365/Office 365) and other business this role youll join Dream Office Management Corp.a real estate management division of Dreamproviding technical services across all Dream businesses.

Who Are You

• You are a customer-focused problem solver who enjoys diagnosing and resolving technical issues;
• You have strong troubleshooting skills across hardware software and operating systems;
• You communicate technical concepts clearly to both technical and non-technical users;
• You are comfortable working in fast-paced environments with competing priorities;
• You take ownership of incidents and follow through to resolution;
• You are detail-oriented and document issues solutions and processes accurately;
• You collaborate well with crossâfunctional teams such as IT Infrastructure and cyber security;
• You are eager to learn new technologies and continuously improve your technical skills; and
• You remain calm professional and empathetic when supporting end users.

What will you do

This is a first and sometimes second level support role with a team of peers who are based out of Toronto and Calgary. As a key member of our Dream Support Centre team you will respond to user issues and inquiries over the phone email Chat face to face and through our ticketing system. To give you some scope youll be responsible for:

• Provide remote and on-site technical support to end users via phone email chat and ticketing systems;
• Diagnose troubleshoot and resolve hardware software network and application issues;
• Log track and manage incidents and service requests through to resolution within SLAs;
• Escalate complex issues to senior support teams as required;
• Install configure and maintain laptops mobile phones peripherals and standard software;
• Support user account management access requests and password resets;
• Document solutions troubleshooting steps and known issues in the knowledge base;
• Deliver highâquality customer service by proactively communicating with employees before during and after support engagements;
• Collaborate with internal IT teams to improve support processes and support organizational uptime goals of 99.9%;
• Educate users on best practices and provide training and guidance to prevent recurring issues and improve technology adoption;
• Manage IT asset inventory including hardware and software tracking audits lifecycle management and loaner equipment administration;
• Prepare clean image and deploy loaner devices; ensure returned equipment is sanitized updated and ready for reuse;
• Oversee procurement activities for IT hardware including purchasing vendor communication receiving and tracking through ticketing and purchase order systems;
• Support the rollout and adoption of AI-driven productivity tools (e.g. Copilot Virtual assistants automated knowledge bases) to enhance endâuser experience; and
• Participate in an afterâhours onâcall rotation to provide timely support for critical incidents.

What skills and qualifications should you have

Weve listed just a few selected qualifications that we consider to be very important for this role. We can cover the rest when we chat.

• Strong handsâon experience supporting Microsoft Windows 11 and macOS operating systems with advanced proficiency across the Microsoft 365 suite including Outlook OneDrive SharePoint and Teams.
• Solid working knowledge of ServiceNow for incident request problem and change management including software and hardware asset management and Virtual Agent support.
• Proven experience supporting and troubleshooting enterprise mobile devices with inâdepth knowledge of iOS and Android operating systems and device management using Microsoft Intune.
• College diploma or university degree in Information Technology or a related discipline.
• 3 years of experience in an IT Support Analyst or Service Desk role providing endâuser support in a corporate environment including hardware repair system builds software installation configuration and ongoing technical support.
• Demonstrated experience with employee onboarding and offboarding endâuser training technical documentation IT procurement eâwaste handling and vendor coordination.
• Foundational understanding of networking concepts and cloud-based technologies to support effective troubleshooting and issue escalation.
• Strong ability to work independently while managing multiple priorities in a fastâpaced serviceâoriented environment.
• Excellent troubleshooting and problemâsolving skills with the ability to quickly learn and adapt to new systems tools and technologies.
• Customerâfocused mindset with a strong understanding of service excellence and the ability to build and maintain positive internal client relationships.
• Highly organized with exceptional time management skills capable of prioritizing tasks effectively while meeting SLAs and business expectations.

Nice To Have:

• Technology Certifications: CompTIA A ITIL etc.

Who are we

Dream Unlimited Corp. is an award-winning Canadian real estate investment development and management company with approximately $28 billion of assets under management in North America and Europe. Our scope of business includes asset management and management services for both publicly listed real estate as well as private capital.

Dream has grown substantially since its formation in 1996 becoming one of Canadas leading real estate companies with a diverse workforce in North America and Europe. We are one of Canadas largest developers building communities for people to live in; developing land homes condominiums retail centers and renewable power projects. We also build communities to work in bringing office industrial and retail spaces to life. We invest in and manage properties enriching them for the people who work here and the greater community.

Our entrepreneurial spirit drives us to seize unconventional opportunities and approach every project with passion and purpose. At Dream we care about our employees provide exciting work opportunities open work environments and fun events fostering an atmosphere where continuous learning and innovation thrive. Join us and make a difference.

Total Rewards @Dream

This is a regular full-time position with a base salary range of $50000-$65000. In addition to base salary the role is eligible for a performance-based bonus up to 10% and a comprehensive benefits package which includes paid vacation and personal days flexible benefits mental health resources access to perks and discounts professional development support and team-building and social events.

Compensation is determined based on several factors including relevant experience total years of experience industry experience education and professional designations. We recognize that exceptional talent doesnt always fit neatly into a bracket. Final compensation will be tailored to your specific experience skills and the unique value you bring to the table. If your qualifications exceed the scope of this role we may be open to adjusting the mandate and the salary to reflect that expertise.

We look forward to hearing from you but please note; due to the high volume of applications only candidates who qualify will be contacted. This position is for an existing vacancy.

Dream Unlimited is committed to workplace diversity and provides accommodations to applicants with disabilities throughout our hiring process. If you require accommodation through any aspect our process please let us know and we will work with you to meet your needs. Our recruitment process does not include the use of Artificial Intelligence (AI).

Required Experience:

IC