Technical Support Analyst - Mining/Mineral Processing

Technical Support Analyst - Mining/Mineral Processing
Location: Toronto, ON 
Hybrid Role: 2-3X on site

The Opportunity 

We are seeking a Technical Support Analyst to provide responsive, practical support across our corporate and global operations. Reporting to the Lead, End User Support, you will help employees resolve day-to-day technology issues and make effective use of laptops, mobile devices, Microsoft 365, meeting-room systems, printers, and corporate connectivity. You will support users locally and remotely while contributing to a secure, reliable, and positive end-user experience. 

What You Will Do 

End User Support 

• Provide first- and second-line support for hardware, software, applications, operating systems, printing, and connectivity issues. 
• Configure and deploy laptops, monitors, docking stations, mobile devices, and other end-user equipment. 
• Support employee onboarding, offboarding, workstation setup, equipment changes, and routine access requirements. 
• Assist with executive support and escalate complex or high-impact issues appropriately. 

Modern Workplace and Office Technology 

• Support Outlook, Teams, OneDrive, SharePoint, Microsoft Office, Microsoft Intune, and Microsoft Entra ID. 
• Support Microsoft Teams Rooms and meeting-room equipment, including displays, cameras, microphones, audio systems, and conferencing peripherals. 
• Support office printers, multifunction devices, laptops, docking stations, monitors, mobile devices, and related workplace technology. 

Networking and Cybersecurity 

• Troubleshoot common LAN, Wi-Fi, VPN, internet, DNS, DHCP, and network-access issues. 
• Follow corporate cybersecurity policies and support secure device configuration, endpoint compliance, MFA, patching, and security updates. 
• Recognize and escalate phishing, malware, suspicious account activity, or other cybersecurity concerns. 

Global Service and Team Contribution 

• Provide remote technical support to users globally and collaborate with corporate and site-based IT resources. 
• Contribute to site support activities, technology rollouts, hardware refreshes, office and site mobilizations, and IT projects where applicable. 
• Record and manage incidents and service requests, document troubleshooting and resolutions, and contribute to user guides and knowledge articles. 
• Assist with IT inventory, asset tracking, equipment lifecycle activities, and recurring-problem identification; travel occasionally when required. 

What You Bring 

• Diploma, degree, or technical certification in Information Technology, Computer Science, or a related discipline, or equivalent practical experience. 
• Typically 2 to 4 years of experience in service desk, desktop support, technical support, or a similar role. 
• Experience supporting Windows and Microsoft 365 environments. 
• Familiarity with Teams, OneDrive, SharePoint, Microsoft Intune, and Microsoft Entra ID. 
• Good knowledge of endpoint hardware, mobile devices, printers, and meeting-room technology. 
• Understanding of TCP/IP, Wi-Fi, DNS, DHCP, VPN, and common connectivity troubleshooting. 
• Basic knowledge of MFA, endpoint security, phishing, device compliance, patching, and identity protection. 
• Microsoft 365 Fundamentals, CompTIA A+, CompTIA Network+, or equivalent experience is an asset. 

How You Work 

• Strong customer-service orientation and a practical problem-solving approach. 
• Clear written and verbal communication with technical and non-technical users. 
• Good organization, attention to detail, and ability to prioritize multiple requests. 
• Willingness to learn, accept guidance, and build technical capability. 
• A collaborative, dependable, and security-conscious approach to work.