Technical Support Analyst

Salary Range: $74,063.00 To $87,936.00 Annually

Technical Support Analyst CCC-3 Salary
: $74,063 - $87,936

We are committed to delivering Canada to the world, and we want you to join us on this mission

The Canadian Commercial Corporation is Canada’s only government-to-government contracting agency. For over 75 years, governments around the world have entrusted us to reliably deliver made-in-Canada solutions and projects of national importance. Through our international contracting expertise, we simplify and expedite acquisitions from Canadian suppliers across sectors including aerospace, defence and security, information and communications technology, cleantech and energy, and public infrastructure.

If you want to support Canadian businesses to build successful commercial relationships with governments around the world, CCC could be your next career move.

The Technical Support Analyst provides front‑line and intermediate technical support to employees across a hybrid Microsoft 365 environment. The role is responsible for resolving end‑user incidents and service requests, supporting Windows endpoints and collaboration technologies, administering user accounts and device access, and delivering exceptional customer service.

The incumbent applies structured troubleshooting methodologies to diagnose and resolve technical issues while contributing to continual service improvement and knowledge sharing.

• Provides L1 and limited intermediary (L2) technical support in a hybrid Microsoft 365 and on‑premises environment, delivering excellent customer service and applying structured troubleshooting methodologies to resolve incidents and service requests in accordance with service level agreements and policies.
• Uses structured troubleshooting methodologies to diagnose, isolate, and resolve technical issues. Identifies root causes, documents findings, and escalates issues appropriately when required.
• Manages, tracks, monitors the service desk ticketing system, and ensures problem tickets are brought to successful resolution.
• Supports active directory account administration and account creation.
• Supports Microsoft 365 apps and services such as Teams, Exchange Online, One Drive, SharePoint, and others.
• Supports user hardware including desktops, iPhone mobile devices, printers, and Intune MDM for device management.
• Supports meeting room hardware such as MS Teams Rooms devices, meeting panels, and other AV equipment.
• Monitors security anomalies and anti-spam service via email and alerts and interacts with users for resolution.

• Bilingual in both Official Languages is required (C-B-C).
• Completion of post-secondary education in information technology.
• Minimum of two years of experience in service desk and customer service.
• Microsoft 365 administrative support / experience.
• Windows 10 / 11 support.
• Active Directory and Entra .
• Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi).
• Experience with ITSM / ticketing systems.
• Knowledge of information and enterprise systems, operating systems, software, and devices.

• Competitive & transparent compensation package.
• Employee and Family Assistance Program (EFAP).
• In-house learning and development opportunities.

Employee must be able to work in a hybrid work environment in Ottawa, ON.

CCC promotes a workplace that celebrates diversity and inclusion. CCC is also committed to employment equity and encourages applications from women, Indigenous people, persons with disabilities, and members of visible minorities. Please advise us of any accommodation requirements during the selection process.