Technical Support Analyst

Reports to CEO.

Location: Vancouver, BC or Gatineau QC.

SMILE INNOVATIONS GROUP

Smile Innovations Group is a national organization focused on the consolidation of dental labs and the development of dental products and services. Our management team has a long history and experience in the dental and financial industries providing a wide range of knowledge. Our team has been involved in a long list of M&A deals and has experience in the operational management of large-scale businesses.

Description:

The Technical Support Analyst will be the first point of contact to support current company employees’ technical needs by providing technical assistance/guidance. This role is dynamic including, but is not limited to supporting, developing, and managing the technical infrastructure across the company. The candidates be able to diagnose, resolve, and document level 1-2 incidents.

Responsibilities

• Answer and resolve technical requests from all business divisions in English (French is an asset).
• Providing technical support to employees for a wide range of needs including but not limited to software applications, hardware, and technical support.
• Traveling to various sites across the country to support infrastructure integration and site support.
• Monitor, resolve, and document assigned service calls.
• Ensure the installation and configuration of workstations, VoIP systems, and mobile devices as well as any other equipment under the responsibility of IT.

Required Skills:

• Demonstrate rigor, structure, and autonomy.
• Strong communicator with the ability to work with various employees and stakeholders.
• Excellent oral and written communication skills.
• Proven sense of customer service.
• Able to manage multiple priorities simultaneously.
• Excellent troubleshooting and problem-solving skills.
• Motivated to take on challenges and provide suggestions to develop the company.
• Ability to work alone or in a team.
• Has a strong sense of responsibility and commitment.

Experience Required.

• Have at least 3 years+ of relevant experience as an IT technician or in a similar position.
• Network certified
• Bilingual (English and French preferred)
• Microsoft Certified Administrator
• Good knowledge of corporate networks (LAN / WAN / VLAN).
• Familiarity with TCP / IP and other network protocols.
• Windows 10/11 Pro, Windows Server 2016/2019/2022 operating systems.
• Good knowledge of Active Directory concerning structure, user management, and security groups.
• Good knowledge of the functioning of permissions and shares of network files/folders.
• Experience installing and troubleshooting, corporate messaging and collaboration software (Microsoft 365, Office Suite, SharePoint, Teams).
• Comfortable with managing and utilizing a request (ticket) system.
• Experience with IOS is an asset.