Technical Support Analyst CCC-3 Salary: $74,063 - $87,936
Please see full description & French translation in the attachment below
The Technical Support Analyst provides front-line and intermediate technical support to employees across a hybrid Microsoft 365 environment. The role is responsible for resolving end-user incidents and service requests, supporting Windows endpoints and collaboration technologies, administering user accounts and device access, and delivering exceptional customer service.
The incumbent applies structured troubleshooting methodologies to diagnose and resolve technical issues while contributing to continual service improvement and knowledge sharing.
What you'll be doing- Provides L1 and limited intermediary (L2) technical support in a hybrid Microsoft 365 and on-premises environment, delivering excellent customer service and applying structured troubleshooting methodologies to resolve incidents and service requests in accordance with service level agreements and policies.
- Uses structured troubleshooting methodologies to diagnose, isolate, and resolve technical issues. Identifies root causes, documents findings, and escalates issues appropriately when required.
- Manages, tracks, monitors the service desk ticketing system, and ensures problem tickets are brought to successful resolution.
- Supports active directory account administration and account creation
- Supports Microsoft 365 apps and services such as Teams, Exchange Online, OneDrive, SharePoint, and others.
- Supports user hardware including desktops, iPhone mobile devices, printers, and Intune MDM for device management.
- Supports meeting room hardware such as MS Teams Rooms devices, meeting panels, and other AV equipment.
- Monitors security anomalies and anti-spam service via email and alerts and interacts with users for resolution.
What you'll bring to CCC - Bilingual in both Official Languages is required (C-B-C)
- Completion of post-secondary education in information technology
- Minimum of two years of experience in service desk and customer service
- Microsoft 365 administrative support / experience
- Windows 10 / 11 support
- Active Directory and Entra ID experience
- Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi)
- Experience with ITSM / ticketing systems
- Knowledge of information and enterprise systems, operating systems, software, and devices
What we will offer you- Competitive & transparent compensation package
- Comprehensive benefit program
- Defined-benefit pension plan
- Employee and Family Assistance Program (EFAP)
- In-house learning and development opportunities
- Health and Wellness Allowances
- Career Growth Opportunities
- Free onsite fitness center
Check out Life at CCC for more!
Employee must be able to work in a hybrid work environment in Ottawa, ON. 
