Client Support Analyst troubleshooting Custom Health software, hardware, and integrations for Canadian clients. Handling escalations, error logs, and technical support by phone and email.
About the role
- Junior IT Support Analyst supporting IT operations at Patsnap in Toronto. Delivering IT support across the North American region and assisting in compliance activities.
Responsibilities
- Deliver a seamless onboarding and offboarding experience by setting up user accounts, provisioning devices, managing application access, and ensuring secure deprovisioning.
- Provide first and second-line IT support for hardware, software, Microsoft 365, and connectivity issues across our Toronto office and remote employees.
- Configure and maintain Windows and macOS devices, manage IT assets, and support user administration across Microsoft 365 and other SaaS platforms.
- Support our security and compliance programs by assisting with access reviews, audit evidence, and IT controls for ISO 27001 and SOC 2 using Vanta.
- Help administer and support enterprise AI tools, including ChatGPT Enterprise, Claude Enterprise, and Microsoft Copilot, while promoting secure adoption and best practices.
- Collaborate with colleagues across our global IT team on projects, escalations, and continuous improvement initiatives.
Requirements
- Experience in an IT support, service desk, or helpdesk role.
- Good working knowledge of Microsoft 365 administration, including user management, licensing, and core applications.
- Strong troubleshooting skills across Windows and/or macOS environments.
- Excellent communication skills with a customer-focused approach and the ability to explain technical concepts clearly.
- Highly organized with strong attention to detail, particularly when managing user access and IT processes.
- Interested in IT security, compliance, and emerging AI technologies, with a willingness to learn and grow.
- Comfortable working independently while collaborating with a globally distributed team.
- Nice to Have:
- Exposure to Microsoft Intune, Vanta, ISO 27001, SOC 2, or SaaS application administration.
- Relevant certifications such as CompTIA A+, MS-900, or similar.
Benefits
- 5 weeks paid vacation
- Comprehensive benefits package for you and your dependents from day one
- RRSP Contribution Matching
- Access to mental health support
- Maternity and paternity leave
- 2 Company paid volunteering days
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