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Junior support analyst

Eagle's Flight

This is a Full-time position in Guelph, ON posted June 14, 2019.

Eagle’s Flight is seeking a highly self-motivated, customer focused IT individual to join our Business Information Systems department.

This role will be the primary contact of the Business Information Systems Help Desk.You will be responsible for receiving, managing and resolving any Eagle’s Flight employee’s technical issues.

It is vitally important that the individual strives to provide a high-quality customer-focused interaction that effectively and efficiently resolves the submitted tickets.Although primarily desk based and utilizing an internal Help Desk ticket software system, it is expected that this individual is roving around the building and directly interacting with our internal customers.

Reporting to the Senior Support Analyst, this position is a perfect entry level career in the Eagle’s Flight organization and a career in the IT field.This is a full-time 12-month contract position.

This position will close on June 15, 2019.In This Role You Will:Be the first point of contact for support requests to Eagle’s Flight internal help desk (Tier 1 2)Triage incoming support requests and maintain the support ticket queueProvide first-level support to Eagle’s Flight users globally (Canada, United States, Brazil, UK, Singapore, Philippines)includes Windows and Mac hardware and software, mobile devices, and related technologyEscalate tier-3 support requests to senior support analystsDeploy hardware and software to usersPerform routine operations tasks such as maintenance, log reviews or backup managementMaintain documentation of Eagle’s Flight environment and proceduresIdentify and report potential security incidentsProvide after-hours support on an on-call rotation (one week in three) for urgent requestsYou Must:Be customer-focusedCollaborate effectively with team membersPossess strong communication skillsBe prepared to learn and grow as the role developsBe comfortable in a Microsoft-based environmentKnowledge requirements:Experience supporting technology in a business environmentProficiency with the following is an asset:Windows 10Windows Server 2012/2016 (Active Directory, Hyper-V)Microsoft Office 365, including applications and servicesAdditional desired assets:Experience supporting:Android and iOSMacOSMicrosoft Dynamics 365Experience providing light training to end usersA basic understanding of networking principlesFluency in Portuguese is not required, but would be considered an assetAbout the Team You’ll Be JoiningExceptional Service Absolute Quality Genuine Friendliness Leadership Excellence Ethical ProfitOur Team is renowned for the ownership they take in the quality of their work and delivering incredible outcomes together.

As a result, we are a close knit family that is energetic, and collectively owns creating a positive environment.

We do this through our strong commitment to our values.

Eagle’s Flight employees who demonstrate high performance and commitment will have the opportunity for career development and advancement within our team.If this sounds like you, we’d love to hear from you!To apply, please send the following three things:1.

Cover letter2.


1-2 minute video telling us about yourself and in what ways you will add to the Eagle’s Flight teamApplications can be sent to .

Please include Junior Support Analyst in your subject line.We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

If you are a person with a disability and require accommodation to successfully apply, please email us to make your accommodation request.