Deliver Level 2 remote support using Windows, Microsoft 365, networking, and endpoint management expertise. Support end users in their required language.
This Service Desk Analyst resolves escalated incidents and service requests across operating systems, networks, applications, and endpoints. The work includes Windows 10/11, macOS, iOS, Android, Intune, Entra ID, Active Directory, and Microsoft 365. You will meet SLAs, document fixes, and keep users informed through closure.
Key Responsibilities: Resolve Level 2 incidents and requests within SLA
Troubleshoot Windows, macOS, iOS, and Android remotely
Diagnose LAN, WAN, Wi-Fi, VPN, DNS, and DHCP issues
Manage endpoints, identities, access provisioning, and MFA
Document fixes and maintain local-language knowledge articles
Requirements: Five-plus years in IT support
At least three years supporting Level 2 issues
Robust Windows, Microsoft 365, and Active Directory skills
Solid TCP/IP, DNS, DHCP, VPN, and wireless fundamentals
ITSM and remote support tool experience
Apply Level 2 troubleshooting, Microsoft 365, networking, and endpoint management skills while resolving escalated user support requests.

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📌 Level 2 IT Support Analyst (Alberta)
🏢 Yochana
📍 Alberta