Analyst, Technical Support

Dream is looking for an Analyst, Technical Support!

We’re always looking for talented people to join our growing community. Dream’s Technical Services team is hiring a Technical Support Analyst to provide frontline support and deliver excellent user experience by troubleshooting and resolving hardware and software issues for our 600+ employees. You’ll support users in a Windows 11 and macOS environment, using our Microsoft stack (including SharePoint, Intune, Teams, and Microsoft 365/Office 365) and other business applications.

In this role, you’ll join Dream Office Management Corp.—a real estate management division of Dream—providing technical services across all Dream businesses.

• You are a customer-focused problem solver who enjoys diagnosing and resolving technical issues;
• You have strong troubleshooting skills across hardware, software, and operating systems;
• You communicate technical concepts clearly to both technical and non-technical users;
• You are comfortable working in fast-paced environments with competing priorities;
• You take ownership of incidents and follow through to resolution;
• You are detail-oriented and document issues, solutions, and processes accurately;
• You collaborate well with cross‑functional teams such as IT Infrastructure and cyber security;
• You are eager to learn new technologies and continuously improve your technical skills; and
• You remain calm, professional, and empathetic when supporting end users.

This is a first and sometimes second level support role with a team of peers who are based out of Toronto and Calgary. As a key member of our Dream Support Centre team, you will respond to user issues and inquiries over the phone, email, Chat, face to face and through our ticketing system. To give you some scope, you’ll be responsible for:

• Provide remote and on-site technical support to end users via phone, email, chat, and ticketing systems;
• Diagnose, troubleshoot, and resolve hardware, software, network, and application issues;
• Log, track, and manage incidents and service requests through to resolution within SLAs;
• Escalate complex issues to senior support teams as required;
• Install, configure, and maintain laptops, mobile phones, peripherals, and standard software;
• Support user account management, access requests, and password resets;
• Document solutions, troubleshooting steps, and known issues in the knowledge base;
• Deliver high‑quality customer service by proactively communicating with employees before, during, and after support engagements;
• Collaborate with internal IT teams to improve support processes and support organizational uptime goals of 99.9%;
• Educate users on best practices and provide training and guidance to prevent recurring issues and improve technology adoption;
• Manage IT asset inventory, including hardware and software tracking, audits, lifecycle management, and loaner equipment administration;
• Prepare, clean, image, and deploy loaner devices; ensure returned equipment is sanitized, updated, and ready for reuse;
• Oversee procurement activities for IT hardware, including purchasing, vendor communication, receiving, and tracking through ticketing and purchase order systems;
• Support the rollout and adoption of AI-driven productivity tools (e.g., Copilot, Virtual assistants, automated knowledge bases) to enhance end‑user experience; and
• Participate in an after‑hours on‑call rotation to provide timely support for critical incidents.

We’ve listed just a few selected qualifications that we consider to be very important for this role. We can cover the rest when we chat.

• Strong hands‑on experience supporting Microsoft Windows 11 and macOS operating systems, with advanced proficiency across the Microsoft 365 suite, including Outlook, One Drive, SharePoint, and Teams.
• Solid working knowledge of Service Now for incident, request, problem, and change management, including software and hardware asset management and Virtual Agent support.
• Proven experience supporting and troubleshooting enterprise mobile devices, with in‑depth knowledge of iOS and Android operating systems and device management using Microsoft…