Pursue your next challenge at Apex Systems as a Lead Technical Support Analyst with a focus on Microsoft technologies. This hybrid role emphasizes advanced troubleshooting and customer service excellence.

As a full-time, permanent Lead Analyst, you will manage escalations from Tier I and II Service Desk teams. Your vast experience in supporting Microsoft 365, Windows OS, and identity management will be crucial for handling approximately 800 tickets monthly. Additionally, you will mentor junior staff, improving service quality and operational efficiency.

Key Responsibilities:
• Act as the primary escalation point for complex issues
• Troubleshoot Microsoft 365 and hardware-related tickets
• Guide junior analysts to enhance their skill sets




• Manage user access and permissions effectively
• Document knowledge base articles to aid in training

Requirements:
• Robust background in troubleshooting and escalation handling
• Expertise in Windows 11 and Active Directory
• Experience in identity and access management
• Comfortable in high-volume support environments
• IT certifications preferred but not mandatory

Excel in providing high-level technical support in this lead analyst role.
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📌 Lead Technical Support Analyst Opportunities (Ontario)
🏢 Apex Systems
📍 Ontario