NORR Looking for IT Systems and Support Analyst at Toronto, ON Full Time

Disclaimer: Please note that the estimated pay range that is provided on various social media sites may not be representative of NORR’s range for this position.

NORR is an employee-owned global architecture and engineering firm. Our multi-disciplinary team of 800 professionals is active in 12 market sectors across Canada, the US, UK and UAE. We believe the ultimate success of any project is driven by people. It involves a team of highly passionate and skilled designers working towards a unified goal, drawing on the integrated thinking of colleagues, partners and clients. Our collaborative approach results in design solutions and programs that are holistic and make our clients successful. With an 85-year history, we continue to build on our deep experience to advance design through technology, sustainable practices and the pursuit of excellence.

We are seeking an IT Systems and Support Analyst to join our global technology team that are focused on maintaining, evolving, and transforming the Company’s technology ecosystem. This role’s primary focus is our Canadian technology operations while partnering with the UK and US technology staff. This includes supporting the ongoing technology requirements, support and vendor management. You will be responsible for deployment, standardization, and maintenance of “client side” information technology solutions. All technology tasks will be expected to meet (and/or exceed) Service Level Agreements (SLAs). Additionally, this role will take advisement and work closely with the global technology infrastructure team.

Reporting to the Senior Manager, Information Technology (Global), this role requires that you are client-centric, collaborative, and able to work to work in a fast-paced and changing environment as our design and engineering staff react to Client requests. IT issues, requests, and assigned projects are required to be executed quickly, effectively, and with minimal business interruption.

Duties and Responsibilities

• Respond to Service Requests via Helpdesk application, or through the direction of IT Manager
• Assist in the installation, deployment, troubleshooting, and management of desktops, laptops, tablets, mobile devices, software, peripherals, telephony, and various custom toolsets used by all staff
• Troubleshoot and resolve day-to-day tickets effectively and efficiently.
• Responsible for onboarding new hire computer & telephone assignments and desk configuration Manage and maintain asset inventory on an on-going basis
• Support of local office technology equipment
• Promptly escalate and redirect issues beyond purview or expertise to next level
• Liaise with hardware and software vendors (or suppliers) for contract support or warranty repairs
• Follow through and follow up on all assigned work with emphasis on effective Service Delivery
• Participate and responsible to validate Staging changes as required
• Participate and engage in scheduled IT meetings. Contribute and share insight
• Create and maintain IT operational documents: instructions, guidelines, reference sheets, etc.
• Troubleshoot problems resulting from Incidents
• Responsible for minor IT initiatives/projects and participate in Major IT initiatives/projects
• Responsible for implementing cloud technologies

Required Skills

• Prior experience working IT Operations as a Service Desk/Help Desk support, Desk side support, Prior experience working in a Global organization, demonstrates excellent customer service skills, demonstrates creative thinking and continuous service improvements, possesses strong verbal and written communication skills in English
• College Diploma or University Degree in Information Technology or equivalent experience is required
• Experience with Microsoft Cloud (Azure), M365 including Teams, Outlook, Office Apps, Windows Desktop Management (SCCM), Endpoint Manager (Intune), Active Directory, Windows 10/11 OS, IOS and Android OS are a requirement
• Experience with WANs (MPLS, VPN, routers), LANs (switches, Wi-Fi), Windows Servers (physical & virtual Hyper-V), Storage (SAN, NAS), Voice (PBX), Backup (Commvault, Veritas, Azure), Exchange 2016, Multi-domain AD; Firewalls, Shell Scripting are an asset
• Knowledge of Technology Infrastructure responsibility within a multi-office, multi-country, Understanding of IT infrastructure and various environment
• Registration, Certification, Licensure (assets): Registered with a relevant professional association is an asset such as IT Certifications in ITIL, Microsoft, CISCO and Project Management Professional

Required Experience

• Minimum 3 to 7 years of experience