Technical Support Analyst, Senior - Mining/Mineral ProcessingLocation: Toronto, ON
Hybrid Role: 2-3X on siteThe OpportunityWe are seeking a Senior Technical Support Analyst to deliver advanced end-user support across our corporate and global operations. Reporting to the Lead, End User Support, you will be a trusted escalation point for complex technical issues and will provide a high standard of support to employees at all levels, including executives. You will help maintain a secure and productive workplace across corporate offices, remote work environments, and operational locations.
What You Will Do End User and Executive Support - Provide responsive, discreet, and professional support to employees at all levels, including executives and other high-priority users.
- Own complex incidents involving Windows devices, mobile devices, Microsoft 365, applications, hardware, peripherals, and connectivity.
- Act as a senior escalation point, coordinating with infrastructure, cybersecurity, application teams, and external service providers through resolution.
- Support onboarding, offboarding, workstation deployments, device refreshes, and access requirements.
Modern Workplace and Office Technology - Provide advanced support for Outlook, Teams, OneDrive, SharePoint, Microsoft Office, Microsoft Intune, and Microsoft Entra ID.
- Support Microsoft Teams Rooms and other meeting-room technologies, including displays, cameras, microphones, audio systems, and conferencing peripherals.
- Support printers, multifunction devices, laptops, docking stations, monitors, mobile devices, and related workplace technology.
Networking and Cybersecurity - Diagnose LAN, Wi-Fi, VPN, internet, DNS, DHCP, and network-access issues affecting users and office devices.
- Apply corporate security standards for endpoint configuration, device compliance, identity and access, MFA, Conditional Access, patching, and vulnerability remediation.
- Recognize and escalate suspected phishing, malware, account compromise, or other cybersecurity incidents, and support containment and remediation activities.
Global Service and Continuous Improvement - Provide remote support to users globally and collaborate with site-based IT resources, contributing to site support where applicable.
- Maintain accurate incidents, service requests, technical procedures, and knowledge articles in the IT service management platform.
- Mentor other support team members, identify recurring issues, and recommend practical improvements to tools, standards, and processes.
- Contribute to technology rollouts, office and site mobilizations, hardware lifecycle activities, and IT projects; travel occasionally when required.
What You Bring - Diploma or degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience.
- Typically 5+ years of corporate end-user, desktop, or technical support experience, including executive or VIP support.
- Strong experience with Windows, Microsoft 365, Teams, OneDrive, SharePoint, Microsoft Intune, and Microsoft Entra ID.
- Strong knowledge of laptops, mobile devices, printers, meeting-room systems, and corporate workplace technology.
- Strong networking fundamentals, including TCP/IP, Wi-Fi, DNS, DHCP, VPN, and structured troubleshooting.
- Practical knowledge of endpoint security, identity security, MFA, Conditional Access, patching, and security incident escalation.
- Experience supporting users across multiple offices, countries, or time zones is an asset.
- Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA Network+, CompTIA Security+, or equivalent experience is an asset.
How You Work - Excellent customer service, communication, and stakeholder-management skills.
- Sound judgment, professionalism, and discretion when supporting executives or handling confidential information.
- Strong ownership, prioritization, analytical thinking, and follow-through.
- Ability to explain technical issues clearly to non-technical users and remain effective under pressure.
- A collaborative, security-conscious, and continuous-improvement mindset.
Why this role matters: You will help employees work securely and productively, whether they are in a corporate office, working remotely, or supporting one of our operational locations.
What Blue Moon Metals Offers- The opportunity to help build a cybersecurity program from the ground up across a global mining organization.
- Exposure to both enterprise IT and industrial OT/ICS security in a hands-on, high-impact role.
- A collaborative team environment based at our Toronto headquarters.
- Competitive compensation and benefits package.
Pay Range and Compensation PackageCompensation and benefits details will be discussed during the interview process.
