SUMMARY The Technical Support Analyst is responsible for providing front-line technical support to all XTL users. Success in this role requires responding promptly to support tickets and minimizing business disruptions. When a request exceeds their scope, the analyst must escalate the issue to an appropriate IT subject matter expert. Participation in after-hours support is also required. Beyond end-user support, this role includes responsibility for the daily maintenance and upkeep of XTL’s IT systems and network infrastructure. It requires a proactive, solutions-driven mindset to identify and resolve issues before they impact business operations. KEY RESPONSIBILITIES 1. END-USER SUPPORT * Ensure users can effectively perform their roles using the IT tools provided. * Deliver support with a friendly, respectful, and solution-oriented attitude. * Actively follow up on open cases to ensure resolution. * Provide basic training on XTL systems and software (e.g., email, phones). 2. ACCESS & SECURITY * Maintain user credentials and profiles within XTL systems. * Enforce IT security protocols and compliance standards. 3. SYSTEM & NETWORK MAINTENANCE * Continuously seek improvements in IT processes and service delivery. * Ensure optimal functioning of IT infrastructure and systems, including servers, networks, workstations, mobile devices, printers, and business applications. * Proactively identify and resolve technical issues, escalating when necessary. * Monitor system backups and perform data recovery as needed. * Deploy IT equipment and software to end users. * Document solutions and contribute to the IT knowledge base. * Maintain a clean and organized IT environment. DESIRED SKILLS & EXPERIENCE * Microsoft Active Directory * Microsoft 365 * Microsoft Windows Server * VMware * Windows 10/11 and macOS * iPhone and Android mobile device support * Microsoft SQL Server * VoIP systems CORE VALUES & ATTRIBUTES * Strong customer service mindset with a focus on user satisfaction. * Positive, respectful, and team-oriented attitude. * Proactive and resourceful problem solver. * Self-motivated with the ability to manage priorities and meet deadlines with minimal supervision. For more information, please contact Purnima at 514-636-1499 ext. 9054 You’ll find your place at XTL! To learn more about our job opportunities, visit our website: www.xtl.com/en [http://www.xtl.com/en] XTL is an equal opportunity employer and embraces workplace diversity. All applications are considered equally regardless of whether they are submitted by a woman, a man, a member of a visible minority, an Indigenous person, or a person with a disability. Masculine terms are used solely for simplification. We encourage all interested individuals to apply, but only those selected for an interview will be contacted. #Qcjob