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Senior Service Desk Analyst - Tier 3

A Senior Service Desk Analyst at F12 (Tier 3 Escalations)

As a Senior Service Desk Analyst, you will be an escalation point for our Tier 1 and Tier 2 team members and a point of contact for our clients and vendors. You will have advanced client and system knowledge including Networking settings, Firewalls, and Virtualization, as well as advanced technical and computer knowledge. The Service Desk Analyst is a point of strength within the department and is able to manage time and tasks adequately and closes most tickets with ease.

  • As our final escalation point, you bring with you all Tier 1 and Tier 2 Technician duties, and provide advanced application specific knowledge to assist other technicians when necessary
  • You bring with you advanced knowledge of O365 as well as PowerShell and CMD
  • Balancing several different technical areas, you are confident in configuring and troubleshooting VMware issues
  • Demonstrated ability in supporting other technicians on how to set up a server, with the ability to restore a server in approximately one hour
  • A technical guru, you advise Tier 2 technicians on what questions to ask a Vendor and assist Tier 1 technicians on a general basis
  • You bring to the team expertise by being a confident subject matter expert in 2 or more areas, ex. VMware, Microsoft Exchange, etc.


Who You Are

  • With perseverance and hard work built into your DNA, you won’t give up until you find the right solution
  • A constant learner, you are willing to ask for help and share what you have learned with others
  • With an analytical mind and a kind spirit, you can explain solutions to people with varying degrees of technical knowledge
  • Accountable, you uphold the metrics and standards set by your Manager and look for opportunities to improve and advance performance
  • You have a minimum 4-5 years of experience in IT Help Desk/Support or equivalent combination of education and experience
  • Certifications in Microsoft, CompTIA A+/Network+ are an asset; certifications will be required as part of personal and professional development as we progress towards F12’s new equitable salary through 2022


What You Can Expect From Us

We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:

✓ Health Spending or RRSP Matching

✓ Three weeks vacation plus extra Flex Days

✓ Flexible Work Arrangements

✓ Reimbursements for educational advancement and certifications

✓ Leadership development opportunities and growth coaching


Job Types:

  • Full-time, Permanent


Employment Benefits:

  • Company events
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • RRSP match
  • Tuition reimbursement
  • Vision care


Work Schedule:

  • 8-hour shift


Ability to commute/relocate:

  • Markham, ON L6C 1T6: reliably commute or plan to relocate before starting work (required)



  • Office 365: 4 years (preferred)
  • VMware: 3 years (preferred)
  • IT Support: 4 years (preferred)