IT Support Analyst (Tier 2)

TYLin is a globally recognized, full-service infrastructure consulting firm committed to providing innovative, cost-effective, constructible designs for the global infrastructure market. With over 3,000 employees throughout the Americas, Asia, and Europe, the firm provides support on projects of varying size and complexity. Together, we enhance conventional designs with smarter, more resilient systems. We provide people with better mobility. We steward precious resources by finding more sustainable solutions.

Job Summary

Our IT Shared Services Sector is seeking a tech savvy Tier 2 IT Support Analyst to join our support team. This is a hybrid role that will require in-office work at least 3 days per week.
This is a Tier 2 position that will report to the Sr. Manager of IT Service Delivery and requires 5+ years of experience.
This support position operates in a geographically dispersed Service Desk environment providing escalation support for T1 technicians.

Responsibilities & Qualifications

Responsibilities

• Applies technical knowledge in areas of specialization to investigate, research, diagnose and resolve inbound technology-related issues for known and newly discovered issues.

• Monitors team chat to answer questions from Tier 1 and other technical groups.

• Documents issues within the ticketing system with clear, concise, and accurate information; documents troubleshooting process and procedure for each issue.

• Identifies gaps in documented knowledge, and proactively works to create or update solutions for the team.

• Consults with and/or escalates to other IT Teams as appropriate.

• Follows, and guides others to follow, defined processes to promote standardization; where processes are not defined, work with appropriate people/groups to remediate.

• Act as an on-site support resource at the local office, assisting users with hardware setup and providing smart hands support to other internal IT groups.

• Assists the Lifecycle team with preparing computers for new hires, or retrieving equipment from terminations in the Vancouver office, or other geographically close offices.

• Manages local IT asset inventory.

Qualifications

• Must be willing to work Monday - Friday 8:00am – 5:00pm PT, with at least 3 days per week in the office.

• Associate degree in a technology related field; bachelor’s degree preferred.

• At least 5 years of proven technical support experience in a structured Service Desk or Help Desk environment that includes medium-to-large sized companies.

• Strong verbal and written communication skills with the ability to speak to end-users with varying levels of technical knowledge.

• Self-driven, ability to work under minimal supervision, and an attitude of getting the job done.

• Curious, technology savvy, and have a desire to solve problems.

• Experience with ticketing systems (Freshservice, ServiceNow, etc.) and issue documentation.

• Advanced knowledge of Windows troubleshooting.

• Experience with the Microsoft 365 environment (MS Office products, Teams, SharePoint) including Admin Portal and MFA technologies.

• Experience with software delivery, installation, and troubleshooting.

• Experience with Azure, Active Directory, SCCM/MECM, and remote support tools.

• Understanding of network troubleshooting: home office, Wi-Fi, LAN (corporate network).

• Understanding of networking technologies and remote access (VPN, Remote Desktop).

• Experience with hardware troubleshooting that includes laptops, docking stations, and peripherals.

• Understanding of mobile device support (iPhone, Android).

• Experience with supporting design software such as AutoCAD, BIM, Bentley products is a plus.

Additional Information

TYLin is committed to pay equity. As part of that commitment, we have provided the base compensation range of $68,000 CAD - $102,000 CAD annually for this position and local market. We recognize that each candidate brings a unique set of skills, experience, education and competencies to the table that will be reflected in our offer. TYLin is proud to offer exciting career development opportunities.  

TYLin offers a comprehensive total rewards package. Our benefits include extensive medical, disability and life insurance coverage, continuing education benefits, paid time off, employee assistance program and a retirement savings plan with company matching contributions.

We encourage all candidates to explore our total rewards offering.

TYLin is an equal opportunity employer, and we prohibit discrimination and harassment of any type as protected by federal, provincial, state or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees.  The company and its employees are required to comply with all local health authority, legal or lawful client requirements.