Technical Support Analyst

International Cultural Exchange Services

. Provide first-level technical support via email, phone, Teams chat, or onsite.

Posted 10/8/2026full-timeToronto • CanadaJuniorMid-Level💰 CA$50,000 - CA$60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Proficient in providing technical support for Windows and Mac OS environments, with expertise in Identity and Access Management, IT Service Management, and endpoint management tools. Strong ability to troubleshoot and resolve technical issues while maintaining high levels of customer service and communication.

Highest-signal resume keywords

Technical Support ExperienceIdentity And Access ManagementIT Service Management ToolsPowerShell ScriptingEndpoint Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportHardware ConfigurationTroubleshootingScripting Language ToolsNetwork ConfigurationWindows 11 ManagementApple Operating Systems ManagementM365 Applications SupportAzure ToolsITIL Concepts

Soft Skills

Strong Communication SkillsCustomer Service SkillsTeam CollaborationProactive Problem-SolvingAdaptability

Tools & Technologies

ITSM PlatformBMC TrackITIntuneSCCMXDRThreatLockerBeyondTrust Remote SupportCitrix ManagementVMWarePowerShell

Certifications & Qualifications

ITIL FoundationSecurity Clearance

Industry Keywords

Endpoint Security PoliciesAsset Inventory ManagementService Desk Knowledge-BaseIncident ReportsService Level Agreements

Tech Stack

Tools & technologies

AzureCitrixDNSITSMTCP/IPVMware

About the role

Key responsibilities & impact

Provide first-level technical support via email, phone, Teams chat, or onsite.
Resolve user inquiries and technical issues within established service level agreements.
Perform Identity and Access Management tasks, including onboarding, access-permission updates, and offboarding.
Record and document incidents and requests through the ITSM platform.
Review incident reports to identify recurring issues and improvement opportunities.
Provision and configure laptops, maintain and update software packages, and administer endpoint security policies.
Develop, optimize, and maintain PowerShell scripting and automation workflows.
Maintain asset inventory for procurement, troubleshooting, repairs, and decommissioning.
Create, review, and update Service Desk knowledge-base articles.
Lead support-related initiatives involving new processes, tools, and service improvements.
Provide orientation and training to new staff on IT procedures, laptop management, and best practices.
Facilitate ongoing training sessions for existing staff on new technologies and IT procedures.
Perform other duties within the scope of the position.

Requirements

What you’ll need

College Diploma in Information Technology or equivalent.
2 years of technical support experience in Windows/Mac OS.
IT industry certificates such as ITIL Foundation.
Proficiency in hardware configuration, upgrade, troubleshooting, and repair for desktops, laptops, and peripherals.
Experience working with IT Service Management tools, including BMC TrackIT.
Experience with Server Administration and Azure Tools including Active Directory/Entra ID, Group Policy Management, Citrix Management and VMWare.
Experience in Endpoint Management including Intune and SCCM, application management using PMPC, Vulnerability Management using XDR and ThreatLocker, and Support Management using BeyondTrust Remote Support.
Experience managing Windows 11 and Apple Operating Systems.
Strong troubleshooting techniques around M365 Applications and Enterprise Services including SharePoint, OneDrive, and Teams.
Understanding of network configuration, including TCP/IP networks, DNS, and DHCP.
Knowledge of ITIL concepts and understanding of its practices.
Aptitude for learning software quickly with minimal instruction.
Experience with scripting language tools such as PowerShell.
Security clearance may be required.
Ability to work well in a team environment.
Strong communication and customer service skills.
Demonstrated ability to adapt to changing priorities and work under pressure.
Proactive approach to problem-solving.

Benefits

Comp & perks

Flexible work arrangements
Competitive Compensation
Comprehensive Benefits Program
HOOPP Pension Plan (Defined Pension)
Employee Assistance Program and Dialogue Well Being Program
Generous vacation, float and caregiver days for all employees
Education Fund and Dedicated Education Days
Holiday Closure
Perkopolis Employee Discount Program