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IT Support Analyst - Contract, Toronto

OANDA is looking for an IT Support Analyst for a 8 month contract.

Responsibilities (Technical/Non Technical):

  • The IT Support Analyst will be responsible for the following:                 
  • Provide desk side support to users either via phone, email or desk side as required
  • Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems;
  • Perform initial problem analysis and triage problem to other appropriate staff when appropriate
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution
  • Apply diagnostic utilities to aid in troubleshooting
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • Provision access for corporate systems as required and also provide support for these applications
  • Perform post-resolution follow-ups to help requests.
  • Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for the team use; make recommendations for improvements
  • Participate in the evolution of a comprehensive training plan for the team and assist in on-the-job training personnel when required;
  • Follow instructions and pre-established guidelines to perform the functions of the job;
  • Collect, organize and document all problems and solutions in the Jira Tracking System;
  • Assist technicians with installation, configuration and setup of computer systems as per established procedures when required;
  • Be able to support the following:
  • Advanced knowledge in PC Hardware, Ethernet LAN, Anti-Virus software, Desktop management software, Patch management, Windows 7, Windows 10, Mac OS and Ubuntu
  • Gmail Suite and Active Directory basic support
  • Responsible for setting up new user hardware and access to all corporate applications
  • Ability to multi-task and effectively plan and organize his / her own work.
  • Ability to independently develop alternatives and take action to implement new ideas
  • Apply decision making and problem solving skills; ability to effectively prioritize and complete tasks.

Qualifications (Required/Highly Beneficial/Beneficial):

  • The successful resource will possess:
  • College diploma or university degree in the field of computer science or Min. of 2-3 years of equivalent working experience as a    Desktop Service Technician
  • Min. of 2-3 years of experience providing desktop support (troubleshooting, configuring, installing, tracking issues and resolving issues).
  • Must have excellent communication skills (Written and spoken English)
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly
  • Ability to present ideas in a user-friendly language.
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience working in a team-oriented, collaborative environment

Interpersonal Skills:

  • Excellent customer service and interpersonal skills in a professional service environment, with responsibility for supporting multiple applications; team oriented-professional and cooperative attitude is a must. Ability to work in a dynamic environment, including effective multi-tasking, exercising objectivity and composure under stress and professionalism and advancing on long-term projects in parallel to ongoing daily business needs (Keep the Lights On)
  • Excellent oral and written communication skills, able to relate to business (ability to work with customers that have limited technical knowledge) and technical customers. Ability to interact with executive level management. 
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