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Hybrid Technical Support Analyst

XTL Transport, Logistics, Distribution · Vaudreuil-Dorion, Canada · Hybrid

  • Junior
  • Office in Vaudreuil-Dorion
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Summary

The Technical Support Analyst is responsible for providing front-line technical support to all XTL users. Success in this role requires responding promptly to support tickets and minimizing business disruptions. When a request exceeds their scope, the analyst must escalate the issue to an appropriate IT subject matter expert. Participation in after-hours support is also required.
Beyond end-user support, this role includes responsibility for the daily maintenance and upkeep of XTL’s IT systems and network infrastructure. It requires a proactive, solutions-driven mindset to identify and resolve issues before they impact business operations.

Key Responsibilities

1. End-User Support

  • Ensure users can effectively perform their roles using the IT tools provided.
  • Deliver support with a friendly, respectful, and solution-oriented attitude.
  • Actively follow up on open cases to ensure resolution.
  • Provide basic training on XTL systems and software (e.g., email, phones).

2. Access & Security

  • Maintain user credentials and profiles within XTL systems.
  • Enforce IT security protocols and compliance standards.

3. System & Network Maintenance

  • Continuously seek improvements in IT processes and service delivery.
  • Ensure optimal functioning of IT infrastructure and systems, including servers, networks, workstations, mobile devices, printers, and business applications.
  • Proactively identify and resolve technical issues, escalating when necessary.
  • Monitor system backups and perform data recovery as needed.
  • Deploy IT equipment and software to end users.
  • Document solutions and contribute to the IT knowledge base.
  • Maintain a clean and organized IT environment.

Desired Skills & Experience

  • Microsoft Active Directory
  • Microsoft 365
  • Microsoft Windows Server
  • VMware
  • Windows 10/11 and macOS
  • iPhone and Android mobile device support
  • Microsoft SQL Server
  • VoIP systems

Core Values & Attributes

  • Strong customer service mindset with a focus on user satisfaction.
  • Positive, respectful, and team-oriented attitude.
  • Proactive and resourceful problem solver.
  • Self-motivated with the ability to manage priorities and meet deadlines with minimal supervision.
​​​​​​​​​​​​​​For more information, please contact Purnima at 514-636-1499 ext. 9052

You’ll find your place at XTL!

To learn more about our job opportunities, visit our website: www.xtl.com/en

XTL is an equal opportunity employer and embraces workplace diversity. All applications are considered equally regardless of whether they are submitted by a woman, a man, a member of a visible minority, an Indigenous person, or a person with a disability. Masculine terms are used solely for simplification.

We encourage all interested individuals to apply, but only those selected for an interview will be contacted.
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