Technical Support Analyst, Senior - Mining/Mineral Processing
Location: Toronto, ON
Hybrid Role: 2-3X on site
The Opportunity
We are seeking a Senior Technical Support Analyst to deliver advanced end-user support across our corporate and global operations. Reporting to the Lead, End User Support, you will be a trusted escalation point for complex technical issues and will provide a high standard of support to employees at all levels, including executives. You will help maintain a secure and productive workplace across corporate offices, remote work environments, and operational locations.
What You Will Do
End User and Executive Support
Provide responsive, discreet, and professional support to employees at all levels, including executives and other high-priority users.
Own complex incidents involving Windows devices, mobile devices, Microsoft 365, applications, hardware, peripherals, and connectivity.
Act as a senior escalation point, coordinating with infrastructure, cybersecurity, application teams, and external service providers through resolution.
Support onboarding, offboarding, workstation deployments, device refreshes, and access requirements.
Modern Workplace and Office Technology
Provide advanced support for Outlook, Teams, OneDrive, SharePoint, Microsoft Office, Microsoft Intune, and Microsoft Entra ID.
Support Microsoft Teams Rooms and other meeting-room technologies, including displays, cameras, microphones, audio systems, and conferencing peripherals.
Support printers, multifunction devices, laptops, docking stations, monitors, mobile devices, and related workplace technology.
Networking and Cybersecurity
Diagnose LAN, Wi-Fi, VPN, internet, DNS, DHCP, and network-access issues affecting users and office devices.
Apply corporate security standards for endpoint configuration, device compliance, identity and access, MFA, Conditional Access, patching, and vulnerability remediation.
Recognize and escalate suspected phishing, malware, account compromise, or other cybersecurity incidents, and support containment and remediation activities.
Global Service and Continuous Improvement
Provide remote support to users globally and collaborate with site-based IT resources, contributing to site support where applicable.
Maintain accurate incidents, service requests, technical procedures, and knowledge articles in the IT service management platform.
Mentor other support team members, identify recurring issues, and recommend practical improvements to tools, standards, and processes.
Contribute to technology rollouts, office and site mobilizations, hardware lifecycle activities, and IT projects; travel occasionally when required .
What You Bring
Diploma or degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience.
Typically 5+ years of corporate end-user, desktop, or technical support experience, including executive or VIP support.
Strong experience with Windows, Microsoft 365, Teams, OneDrive, SharePoint, Microsoft Intune, and Microsoft Entra ID.
Strong knowledge of laptops, mobile devices, printers, meeting-room systems, and corporate workplace technology.
Strong networking fundamentals, including TCP/IP, Wi-Fi, DNS, DHCP, VPN, and structured troubleshooting.
Practical knowledge of endpoint security, identity security, MFA, Conditional Access, patching, and security incident escalation.
Experience supporting users across multiple offices, countries, or time zones is an asset.
Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA Network+, CompTIA Security+, or equivalent experience is an asset.
How You Work
Excellent customer service, communication, and stakeholder-management skills.
Sound judgment, professionalism, and discretion when supporting executives or handling confidential information.
Strong ownership, prioritization, analytical thinking, and follow-through.
Ability to explain technical issues clearly to non-technical users and remain effective under…