Job Title: Senior IT Support Analyst

Company: Applications On Networks Inc. (Appsonnet)

Location: Toronto, Ontario, Canada (Hybrid)

Key Responsibilities:Supervisory & Operational Duties:

• Supervise a team of Tier-1 & Tier-2 support personnel (Canada & India) for help desk and project-related tasks.
• Ensure timely response to customer support calls, emails, and ticketing system requests.
• Monitor and manage the ticketing system queue.
• Oversee operations team performance and provide guidance.
• Proactively monitor managed customer equipment and systems.
• Lead or manage projects (e.g., client onboarding, system deployments/upgrades).
• Review and analyze security/maintenance logs for anomalies.
• Handle escalations and coordinate with next-level technical/vendor support when needed.
• Proactively notify customers of critical issues.
• Create and maintain technical documentation.
• Participate in on-call pager rotation.
• Work extended hours when necessary.

Technical Duties:

• Provide remote and onsite troubleshooting for customer issues.
• Administer and troubleshoot managed services (Servers, Firewalls, VPNs, Backups, etc.).
• Analyze system logs (security, maintenance, etc.) for troubleshooting.
• Stay updated with technology trends via labs, peer discussions, and research.
• Document processes and maintain records.
• Assist in IT projects as required.
• Perform physical tasks (equipment setup, lifting).
• Travel to customer sites when needed.

Requirements:

• 7-10 years of hands-on experience in IT services, including:
• Exchange on-premise upgrades & patching
• Exchange to Office 365 migrations
• Active Directory (AD) upgrades, new setups, and replication troubleshooting
• Azure WVD pool management (golden image updates)
• Microsoft Storage Replica configuration
• VMWare & Hyper-V patching (standalone & clusters)
• Handling technical escalations
• Ability to quickly learn new technologies (self-directed and via training).