IT Care Analyst

Responsibilities

Resolve customer issues with first‑contact resolution while minimizing escalations.

Sanction and provision access to user accounts.

Translate customer requests into clear, well‑constructed tickets for escalation when required; describe problems and troubleshooting in sequential order when escalating to L2 & L3 teams.

Support service desk operations, including ownership of customer interactions, providing solutions/workarounds and customer education, password resets, ticket follow‑ups, etc.

Perform remote troubleshooting including basic networking related to a laptop, issues with Windows OS, Microsoft 365 (M365), home printer support, VPN connections, hardware (e.g., Bluetooth connectivity, wired headsets).

Support laptops within MS Azure and Intune platform, Apple devices (iPhone & iPad), and Multi‑Factor Authentication (MFA) processes.

Deliver excellent customer experience and communication with internal teams and external partners.

• 2–4 years of customer service experience along with 2–4 years in an IT Service Desk environment.
• Experience troubleshooting Windows OS, supporting Microsoft 365 (O365) applications, and remotely diagnosing laptop issues.
• 2 years of experience with LAN/networking fundamentals, including IP lookup and network troubleshooting.
• 2–5 years of experience working with Active Directory (accounts, domains, group policies).
• Working knowledge of Active Directory and Microsoft Azure.
• Experience supporting Apple devices (iPhones, iPads) and Intune Company Portal.
• Knowledge of Windows OS troubleshooting and Microsoft 365 collaboration tools.
• Understanding of networking fundamentals, including IP addressing and network stack concepts.
• Knowledge of Multi‑Factor Authentication (MFA) and web technologies such as proxies and VPN.
• Strong problem‐solving and analytical abilities.
• Excellent written and verbal communication skills.
• Professional, customer‑focused approach with the ability to build trust and rapport.

• Familiarity with incident management processes and procedures.
• Familiarity with Cyber Security practices on recognizing social engineering tactics.
• Relevant certifications such as A+, HDI, Google IT Support, or Microsoft 365 Fundamentals.
• Tivoli LDAP experience.
• Conversational French is preferred.

• Salary band ranges from $40,000 to $60,000.
• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• Outstanding Career Development opportunities and support for professional development education.
• Competitive vacation package with the option to purchase 5 extra days off per year.
• Employee‑driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion.
• Corporate wellness programs to support employees’ physical and mental health.
• Hybrid flexible work model.

Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require an accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.