Level 1 Support Analyst

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a [Level 1 Support Analyst] in [Canada].

This opportunity is ideal for a customer-focused IT professional who enjoys solving technical issues while delivering exceptional user support in a collaborative and fast-paced environment. In this role, you will serve as a first point of contact for customers, helping resolve incidents, troubleshoot technical challenges, and ensure smooth communication throughout the support process. You will work across a broad range of technologies and platforms while contributing to service excellence and operational efficiency. The position offers exposure to enterprise systems, infrastructure technologies, and customer service operations within a global technology-driven organization. It is well suited for someone who thrives in multicultural teams, values continuous learning, and is motivated by making a meaningful impact through technology and support services.

• Provide first-line technical and customer support through digital channels, ensuring timely and professional resolution of inquiries and incidents.
• Log, categorize, prioritize, and manage support cases within the case management system while meeting established service targets and KPIs.
• Troubleshoot customer issues using analytical thinking, technical expertise, internal documentation, and collaboration with cross-functional teams.
• Perform initial triage of incidents submitted through the customer portal and escalate or assign cases appropriately when required.
• Coordinate recurring operational tasks such as data extracts, reporting, and system-related administrative activities.
• Maintain detailed and accurate documentation of investigations, customer interactions, actions taken, and case progress updates.
• Deliver clear communication to customers throughout the support lifecycle to ensure transparency and positive service experiences.

Requirements:

• Qualification in Information Technology, Business, or a related field, or equivalent hands-on professional experience.
• Previous experience working within IT support, service desk, or technical customer support environments.
• Strong customer service and communication skills with the ability to engage effectively across multiple communication channels.
• Experience using customer support or IT service management platforms and familiarity with service desk processes and workflows.
• Basic knowledge of SQL queries and database-related troubleshooting.
• Working knowledge of Microsoft Windows and Microsoft Office applications.
• Familiarity with infrastructure, networking, or end-user computing technologies.
• Exposure to technologies such as Windows Server Active Directory, Microsoft Exchange, Microsoft SQL Server, and/or Citrix environments is highly valued.
• Strong analytical thinking, problem-solving abilities, organizational skills, and attention to detail.
• Ability to work independently while collaborating effectively within diverse and multicultural teams.

Benefits:

• Flexible work arrangements including hybrid, remote, part-time, and adjusted scheduling options.
• Inclusive and supportive workplace culture focused on diversity, collaboration, and employee wellbeing.
• Learning and development opportunities to support career growth and ongoing skill enhancement.
• Volunteer leave initiatives that encourage employees to contribute to charitable causes and community impact programs.
• Opportunity to work in a global technology environment supporting meaningful public and citizen-focused services.
• Exposure to a broad range of technologies, systems, and customer support operations.
• Collaborative team culture that values innovation, continuous improvement, and professional development.