Technical Support Team Lead guiding six specialists for a 24/7 B2B SaaS platform serving hospitality and transportation operations. Owning escalations, KPIs, incidents, and support tooling.
About the role
- Senior IT Support Analyst providing onsite and remote end-user support for Marsh’s Canadian offices. Troubleshooting Microsoft environments, devices, applications, and office technology infrastructure.
Responsibilities
- Provide onsite and remote IT support to end users across multiple offices
- Install, maintain, and assist with workstations, business applications, and related equipment
- Provide support through in-person, phone, chat, and virtual support channels
- Set up, configure, and troubleshoot laptops, mobile devices, and related hardware/software
- Set up and operate audiovisual hardware
- Respond to incidents within defined service levels and follow up with customers
- Escalate incidents and questions to appropriate support groups
- Support proactive technical initiatives and collaborate with technical teams
- Maintain accurate inventory records for local hardware assets
- Disconnect, move, and reconnect laptop technology for user and office moves
- Assist with projects and events
- Complete time tracking and required training
- Participate in training on Marsh applications and systems
- Support remote offices as needed
- Work occasional weekends or after-hours shifts for business-critical events or emergencies
Requirements
- 2+ years of related IT support experience, or equivalent combination of education and experience
- Strong knowledge of Windows operating systems; macOS is a plus but not required
- Experience supporting Microsoft 365, Teams, SharePoint, OneDrive, BitLocker, and related business applications
- Working knowledge of Active Directory, Intune, Microsoft 365, and Microsoft Exchange environments
- Understanding of VPN, Zscaler, Citrix, VDI, Cloud PC, and wireless networking
- Experience with mobile device management for iOS and Android devices
- Strong problem-solving, troubleshooting, and organizational skills
- Excellent customer service and verbal communication skills
- Ability to work independently and collaboratively in a team environment
- Ability to manage multiple priorities in a fast-paced environment
- University degree or college diploma in a technology-related discipline is a plus
- ITIL certification preferred
- CompTIA A+ and Network+ certifications considered an asset
Benefits
- Professional development opportunities
- Hands-on experience with a variety of technologies and service issues
- Inclusive culture and long-term career growth and well-being support
- Health and welfare benefits
- Tuition assistance
- Retirement programs
- Employee assistance programs
- Performance-based incentives may be available
Job title
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Experience level
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Degree requirement
No Education Requirement
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