Technical Support Analyst Level II

Technical Support Analyst Level II

The Aldo Group Inc

Overview

The Technical Support Analyst Level II is responsible for delivering timely and effective support for IT-related incidents and service requests for Head Office and Store Associates. The role focuses on resolving complex tickets escalated from Level I support through the IT Service Management tool. In addition to troubleshooting, the analyst contributes to Head Office and Store projects, ensures tasks are completed within established service levels, and maintains a high level of customer satisfaction. When required, the analyst acts as a client-facing representative for IT support while maintaining strong communication and service standards.

Responsibilities

• Deliver IT services assigned through the JIRA Service Desk ticketing system for incidents and requests from ALDO Associates.
• Provide technical assistance to Head Office employees by phone, chat, or in person.
• Meet or exceed established service level agreements for IT service delivery related to incidents and requests.
• Maintain a high level of customer satisfaction by resolving incidents and requests in a timely manner and proactively identifying opportunities to improve service when possible.
• Properly diagnose, analyze, troubleshoot, and resolve IT-related issues by evaluating resolution options and minimizing ticket reassignment whenever possible.
• Escalate and collaborate with the appropriate IT teams or partners to resolve issues.
• Log issues and document actions taken to resolve incidents, issues, and requests while maintaining processes, procedures, and troubleshooting guides to support consistency and knowledge sharing.
• Train, coach, and mentor Level I Technical Support Analysts to increase first-contact resolution and reduce the number of tickets escalated to Level II support.
• Enable self-service resources, technical documentation, scripts, and automation solutions for recurring incidents or requests.
• Adhere to and promote technology hardware and software standards to maintain an environment that is simple, efficient, secure, and performant.
• Identify and work with the Cybersecurity team to quickly resolve risks related to cybersecurity, privacy, or compliance.
• Recognize recurring ticket trends, communicate them to senior resources and/or management, and develop solutions to reduce recurring workload and improve service delivery.
• Support Head Office campus IT equipment and collaboration technology, including televisions, video cameras, collaboration hubs, projectors, phones, and other audio-video equipment.
• Stay informed about emerging technologies and industry trends to recommend and implement innovative solutions when appropriate.
• Provide VIP support to high-priority clients as needed.
• Be available for on-call support during designated periods.
• Participate in special projects as required.

Requirements

• 3 to 5 years of demonstrated experience in IT technical support roles, including hardware and software support, basic network support, and mobile device support.
• Excellent problem-solving skills.
• Collaborative team player with the ability to share knowledge, exchange information, and contribute positively to the team environment.
• Ability to follow instructions and write technical documentation and procedures.
• Ability to work effectively in a multi-tasking environment.
• Ability to work outside of operational hours for on-call support during designated times
• This position requires fluency (written/spoken) in both French and English as it involves communication with stakeholders outside of Quebec, where English is the primary language of business.