Technical Support Analyst
Technical Support Analyst
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Job Description
Dream is looking for a Technical Support Analyst
Were looking for a Technical Support Analyst to join our Technical Services team. You and the rest of our Dream Technical Support team are responsible for providing front line support and the best possible user experience by troubleshooting and solving computer hardware and software problems for our 700 employees. You will be working in a Window 10/MAC OS environment but our toolset includes multiple cloud platforms such as MS Intune Office 365 SharePoint and Microsoft Teams not to mention our other software applications such as Adobe DocuSign ServiceNow Coupa JD Edwards and Cisco WebEx so its important that you are comfortable with multiple hardware and application platforms. In this role youll be part of the Dream Office Management Corp. team a real estate management division of Dream that provides technical services across all Dreams businesses.
What does it mean to be part of our Technical Services team
Our Technical Services team goal is to provide the best user experience possible by ensuring our users have the technical tools and network infrastructure in place to perform their job at an efficient and effective level. We are continually upgrading and driving our projects process and goals with the changes in business needs.
We strive to stay at the leading edge of technology to help prepare for our continued growth in the coming years. All thats missing is a strong support analyst who could be you!
Our Support Centre consists of Technical Support Analysts all reporting to the Manager of Technical Support in our Toronto Office. Dream spans across Canada and has locations in the United States and Europe.
What will you be responsible for
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 by responsible for:
- Install configure and maintain computer software and hardware including operating systems productivity software and peripherals.
- Document and track support requests and resolutions using ticketing tool.
- Respond to escalated incidents using Service Now portal while maintaining SLAs.
- Work with the teams to ensure uptime across Dreams technology platform meets our target of 99.9.
- Support enterprise mobile devices including cell phones and tablets.
- The position requires frequent daily contact with employees at all levels of the organization.
- Ensure that the Support Centre is monitored at all times and that requests are assessed and resolved based on urgency impact and nature of the problem.
- Manage customer expectations by communication with employees before during and after each support call. Monitoring and followup on all assigned calls.
- Providing remote computer support as well as installations for end users as requested.
- Provide enduser training and support on software applications and system usage.
- Maintain inventory of all hardware and software assets and perform routine equipment audits.
- Responsible for the purchasing tracking receiving and vendor communication for all IT hardware equipment using our Ticketing and Purchase Order systems.
- Maintain assign track and ensure loaner equipment is up to date. Clean returned equipment and install new software as required.
- Establish standards policies procedures and checklists to ensure consistency and a high standard of customer experience.
- Ensure Documentation is created and current for applicable applications.
- This position also requires after hours Oncall duties on a rotating basis.
What skills do you have
Weve listed just a few select qualifications that we consider to be very important for this role. We can cover the rest when we chat.
- Knowledge of Microsoft Windows 10/MAC OS operations systems Microsoft Office 365 (all products) OneDrive SharePoint and Microsoft Teams.
- Strong knowledge of mobile devices iOS and Android OS and a sound knowledge of Microsoft Intune.
- College diploma or University degree in IT related Studies.
- 3 years experience in support installation and repair of computers along with experience in software installation configuration and support preferably in a corporate environment.
- Asset management / EWaste Onboarding / Training User Education / Documentation / Procurement Vendor Coordination
- Basic knowledge of networking and cloud principles.
- A strong independent work ethic
- Excellent troubleshooting abilities with the ability to quickly learn new concepts products and technologies.
- Excellent understanding of customer service including managing internal relationships.
- Exceptional organization and time management skills.
Bonus if you have:
Technology certifications: CompTIA A ITIL etc.
Who are we
Dream Unlimited is an awardwinning Canadian real estate investment development and management company with approximately $27 billion of assets under management in North America and Europe. Our scope of business includes asset management and management services for four publicly listed funds.
Dream has grown substantially since its formation in 1994 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.
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.
Required Experience:
IC
Employment Type
Full-Time
