Sunnybrook

Network Support Analyst - Client Services - Regular full-time 2024-7204 (2024-7204)

Sunnybrook Toronto, Ontario, Canada
Sunnybrook

Network Support Analyst - Client Services - Regular full-time 2024-7204 (2024-7204)

Sunnybrook Toronto, Ontario, Canada
3 months ago 195 applicants

See who Sunnybrook has hired for this role

Summary Of Duties

  • Provide technical & user support (Level 1 & 2), IS/IT Support 24 hr Call Centre environment
  • Provide rapid response via phone, electronically, remote session and/or in person
  • Troubleshoot time sensitive calls, resolve technical hardware and software issues
  • Software and hardware installations/repairs
  • Research questions using available information resources
  • Follow escalation protocols/procedures to appropriate tiers
  • Identify and mitigate risks
  • Log Support calls using Call Centre tracking system, monitor, route, escalate, close/resolve.
  • Prepare/generate activity and management status reports and maintain documentation
  • Stay current with system information, changes and updates
  • Cabling/connectivity, LAN, paging/cell phones telecom support
  • Network/system monitoring (NOC) triage, escalate, updates accordingly;
  • Wireless support (connectivity, set up, troubleshooting)
  • Performs production system tasks and manages offsite backup rotation inventory
  • Actively participate as a member of Client Services support team
  • Perform light lifting 25 lbs as required
  • Perform other duties, as required

Qualifications/Skills

  • Significant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment required
  • Extensive current related experience supporting Apple products such as MAC, iPAds and iPhones
  • College/University or industry professional designation in a related technical field;
  • Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing
  • Able to work independently and efficiently to meet deadlines
  • Self-motivated, detail-oriented and organized
  • Excellent people skills and time management skills
  • Comfortable in a patient care setting
  • Excellent knowledge of Windows-based technical support environment
  • Good understanding of TCP/IP network architecture
  • Excellent knowledge of Microsoft Office 2003 and 2010
  • Excellent knowledge of iOS and Apple certified (OS X, ACMT or ACSP)
  • CompTIA A+ and CompTIA Network + certifications

  • Seniority level

    Entry level

  • Employment type

    Full-time

  • Job function

    Information Technology

  • Industries

    Hospitals and Health Care

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