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
- 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).
- Access & Security
Maintain user credentials and profiles within XTL systems.
Enforce IT security protocols and compliance standards.
- 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
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.
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