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. Design thinking is a cornerstone of our purpose as it has for more than 85 years. We push the boundaries of what is possible to support people and the planet. Our hybrid environment lets you choose where you want to work – at the office, at home, or in a remote location, staying connected to your team through collaboration and design technology platforms.
We are currently seeking an IT Systems Support Analyst to join our Information Technology team. As an IT Systems Support Analyst, you will be a part of a dynamic global team providing real time support to the Toronto office, as well as servicing multiple partnering offices across North America and the UK. 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 from supporting Infrastructure resources.
Reporting to the Manager, IT Service Delivery, this customer-focused role supports fast-paced Architecture, Engineering, and Interior Design teams by resolving IT issues, requests, and projects quickly and with minimal business disruption.
This position is required to be onsite.
Duties and Responsibilities
Diagnoses, troubleshoots, and fixes hardware, software, network, and user account issues across multiple platforms (Windows) in a timely manner
Deploys, configures, patches, updates or rolls out approved software, operating systems, and security updates, ensuring compliance with standards and policies
Manages iOS and Android mobile devices using MDM solution (Intune)
Documents all support tasks, resolutions, workarounds in the ticketing system; maintain knowledge base or runbooks
Assists with user onboarding/offboarding: setup new user accounts, permissions, setup hardware, IT orientation
Assists in maintaining internal IT policies and procedures and ensure support work is compliant
Maintains asset inventory
Liaises with third-party vendors and contractors when needed for specialized support, warranty work, or software/hardware escalations; ensure service levels are met
Required Skills
Prior experience working on Service Desk teams, desktop and mobile support, and IT Operations
Possesses strong verbal and written communication skills in English
Demonstrates excellent customer service skills
Possesses strong analytical skills
Expertise with Active Directory, O365 and Azure environments, including Teams, Outlook, Office Apps, Windows Desktop Management and Endpoint Manager (Intune)
Proficiency in Microsoft Windows 11 Operating Systems, iOS, and Android OS
College Diploma or University Degree in Information Technology or equivalent experience is required
IT Certifications in ITIL, Microsoft, CISCO considered an asset
Required Experience
3-5 years' experience
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 equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic: Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.
