Job Title

We are currently seeking Field Tech Analyst (Tier 2) to join our team at SupraITS. This is an onsite role at one of our clients site at their Burnaby location (but not restricted only to that location). This is a 6-month contract position, with the potential to transition into a full-time role based on performance and business needs. The ideal candidate has a Customer First mindset, and is passionate about delivering an exceptional user experience. You will be responsible for providing both Tier 1 and Tier 2 technical support onsite to users, resolving a wide range of end-user issues across hardware, software, and network environments. This position is ideal for individuals eager to apply their technical skills in a client-facing environment while supporting diverse IT needs across multiple locations. COMPANY OVERVIEW Founded in 1999, Supra ITS has grown into a globally trusted IT partner, delivering worldclass Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO) Services. Headquartered in Mississauga, Supra ITS operates with 650+ employees worldwide, including Network Operations Centers (NOCs) in Canada and India, ensuring 24/7 IT support and seamless service delivery. Supra ITS provides a full spectrum of IT solutions, including server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first approach and SLA-driven commitments, Supra ITS takes complete ownership of IT services, allowing clients to focus on growth while ensuring uninterrupted operations. A vendor of established track record, Supra ITS is dedicated to long-term client success through tailored, scalable IT solutions. Canon Canadas strategic investment in Supra ITS strengthens this commitment by integrating Canons cuttingedge technologies with Supras agile IT services. This partnership fosters innovation, enhances efficiency, and accelerates digital transformation, providing customers with superior IT solutions that are scalable, secure, and customer centric. TEAM OVERVIEW This role is a mid-level position and will represent the beginning of your journey at Supra ITS. The successful candidate has the ability to resolve common technical problems, has a strong work ethic and a proactive, problem-solving attitude. You will work as part of a Field Team and will use your work ethic and initiative to continue to grow on the job by learning the tools we use to provide customer support. On-the-job training will be provided for various technical skills to ensure our employees success. YOU ARE - Somone who possesses a customer-first attitude - Possess exemplary verbal communication skills - Can communicating effectively through a written format (we may ask you to provide examples of technical writing) - Able to work in a team environment and can proactively assist others - Has the drive and initiative to continue to learn and grow within your role - Preference will be given to Bilingual candidate (English and French) POSITION OVERVIEW - The candidate is responsible for the correct handling of: - Assist users onsite to resolve any technical issues. - Service requests to resolve technical issues with users, - Monitoring the alerting and notification systems - Triage and routing of technical support issues - Performing routine operational tasks on servers - Assisting with repairs of Printers, Desktops and Laptops, as needed ROLE EXPECTATIONS - Act as the primary onsite representative for Supra ITS at assigned client locations - Own the end-user experience, ensuring timely and professional resolution of issues - Manage and drive onsite incidents and escalations through to resolution - Coordinate effectively with Service Desk, Projects, and specialized teams - Maintain high standards of documentation accuracy and system visibility - Ensure adherence to SLAs, processes, and operational standards KEY RESPONSIBILITIES - Provide hands-on technical support onsite for end-user issues across hardware, software, and network environments - Diagnose and resolve incidents with minimal escalation; escalate appropriately when required while maintaining ownership - Act as the first point of contact for onsite technical support and ensure a professional customer experience - Create, update, and manage tickets for all support requests, ensuring clear, detailed, and timely documentation - Perform walk-up and desk-side support, including VIP user support when required - Support device provisioning, onboarding/offboarding activities, and hardware deployments - Perform proactive maintenance tasks and assist with minor projects or onsite initiatives - Maintain and update client documentation, configurations, and knowledge base articles - Ensure all changes and updates are accurately reflected in documentation systems - Coordinate with internal teams to ensure timely resolution of complex issues TECHNICAL SKILLS & EXPERIENCE - Strong troubleshooting experience across Windows, macOS, and common business applications - Experience with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) - Knowledge of Active Directory / Azure AD (user and access management) - Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs) - Experience with remote support tools and endpoint management systems - Basic understanding of servers, backups, and endpoint security tools - Ability to troubleshoot VPN and connectivity issues SOFT SKILLS - Strong customer service and communication skills (verbal and written) - Ability to manage multiple priorities and work independently onsite - Strong problem-solving and analytical skills - Proactive mindset with a focus on ownership and accountability - Ability to collaborate effectively with cross-functional teams EDUCATION & EXPERIENCE - Associates or Bachelors degree in IT, Computer Science, or related field (preferred) - Minimum 41 years of technical support experience (onsite and/or remote) COMPLIANCE REQUIREMENTS - Must be eligible to complete and pass a Federal Reliability Security Clearance PERFORMANCE EXPECTATIONS - Adherence to SLA targets for response and resolution - High-quality and timely ticket documentation and updates - Strong customer satisfaction and professional onsite engagement - Accurate and up-to-date client documentation and environment records WORK ENVIRONMENT - Onsite role supporting client locations with occasional travel within the local region - May require flexibility in working hours based on client requirements We thank all applicants for their interest; however, only those selected for an interview will be contacted. If you require accommodation during the recruitment process, please let us know and we will make reasonable arrangements. ***If you require any accommodation during the recruitment process, please let us know and well endeavor to put reasonable provisions into place. *** #J-18808-Ljbffr