Job Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a [Level 1 Support Analyst] in [Canada].

This opportunity is ideal for a customer-focused IT professional who enjoys solving technical issues while delivering exceptional user support in a collaborative and fast-paced environment. In this role, you will serve as a first point of contact for customers, helping resolve incidents, troubleshoot technical challenges, and ensure smooth communication throughout the support process. You will work across a broad range of technologies and platforms while contributing to service excellence and operational efficiency. The position offers exposure to enterprise systems, infrastructure technologies, and customer service operations within a global technology-driven organization. It is well suited for someone who thrives in multicultural teams, values continuous learning, and is motivated by making a meaningful impact through technology and support services.

Accountabilities:

• Provide first-line technical and customer support through digital channels, ensuring timely and professional resolution of inquiries and incidents.
• Log, categorize, prioritize, and manage support cases within the case management system while meeting established service targets and KPIs.
• Troubleshoot customer issues using analytical thinking, technical expertise, internal documentation, and collaboration with cross-functional teams.
• Perform initial triage of incidents submitted through the customer portal and escalate or assign cases appropriately when required.
• Coordinate recurring operational tasks such as data extracts, reporting, and system-related administrative activities.
• Maintain detailed and accurate documentation of investigations, customer interactions, actions taken, and case progress updates.
• Deliver clear communication to customers throughout the support lifecycle to ensure transparency and positive service experiences.

Requirements:

• Qualification in Information Technology, Business, or a related field, or equivalent hands-on professional experience.
• Previous experience working within IT support, service desk, or technical customer support environments.
• Strong customer service and communication skills with the ability to engage effectively across multiple communication channels.
• Experience using customer support or IT service management platforms and familiarity with service desk processes and workflows.
• Basic knowledge of SQL queries and database-related troubleshooting.
• Working knowledge of Microsoft Windows and Microsoft Office applications.
• Familiarity with infrastructure, networking, or end-user computing technologies.
• Exposure to technologies such as Windows Server Active Directory, Microsoft Exchange, Microsoft SQL Server, and/or Citrix environments is highly valued.
• Strong analytical thinking, problem-solving abilities, organizational skills, and attention to detail.
• Ability to work independently while collaborating effectively within diverse and multicultural teams.

Benefits:

• Flexible work arrangements including hybrid, remote, part-time, and adjusted scheduling options.
• Inclusive and supportive workplace culture focused on diversity, collaboration, and employee wellbeing.
• Learning and development opportunities to support career growth and ongoing skill enhancement.
• Volunteer leave initiatives that encourage employees to contribute to charitable causes and community impact programs.
• Opportunity to work in a global technology environment supporting meaningful public and citizen-focused services.
• Exposure to a broad range of technologies, systems, and customer support operations.
• Collaborative team culture that values innovation, continuous improvement, and professional development.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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