Technical Support Analyst, Senior - Mining/Mineral Processing

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

The Opportunity 

We 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.