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RioCan Yonge Eglinton Centre
2300 Yonge St, Suite 500
Box 2386
Toronto, ON
M4P 1E4


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Position Overview:

The Technical Level 2 Analyst role is responsible for supporting all company end-users. This includes maintaining, monitoring, and supporting Active Directory, Exchange, Unified Messaging, Virtualization, Communications, and Network platforms. The role requires excellent leadership, customer service and communication skills.


  • Provide Tier 1 -2 Technical Support: troubleshooting and technical support via phone, remote support, desk side support, and server: AD, Exchange Administration, File and Print, Backup and monitoring.
  • Responsible for the tracking of assets (Computers, Monitors, docking stations, etc.)
  • Responsible for Server/Desktop, OS and application patch management monitoring/reporting.
  • Provide 2nd level Help Desk Ticket resolution. Including on-call support after hours periodically.
  • Interacts with internal clients on all levels to resolve IT issues in a timely and efficient manner.
  • Follow defined Systems Development Processes, including participating in document action reviews.
  • Demonstrate the ability to manage multiple and sometimes competing priorities
  • Work independently on complex tasks with minimal management and guidance.
  • May assist in gathering project requirements.
  • Maintain support documentation which outlines problems, status, action(s) taken and recommendations to prevent recurrence
  • Install, configure, and maintain printers, desktops, servers, and network devices.
  • Record all technical moves / adds / changes into ServiceNow.
  • Troubleshoot for MS Office products; i.e. Word, Excel, Outlook, Power point etc.
  • Troubleshoot PC / Laptop / Server hardware and install / configure hardware components.
  • Contribute, participate, and take initiative on proposing ideas to resolve repetitive problems to better serve the user community and/or improve productivity.
  • Other duties / projects as required.

Qualification Requirements:

  • University Degree in Information Technology or related field
  • 3 - 5 years’ experience as a Tier 2 Support Analyst/Service Desk Analyst
  • Desktop support: Windows 10, Active Directory\ Office 365, Exchange Administration: Exchange 2013/16.
  • Advanced Level of Active Directory 2008-2016 (LDAP, DNS, DFS, and DHCP).
  • Intermediate level LAN/WAN monitoring and troubleshooting skills.
  • Intermediate knowledge of Mobile Device Management Platforms.
  • Mobile OS support for Apple and Android.
  • Knowledge in ServiceNow Ticket system
  • Proficient in Office 365 suite
  • Excellent verbal and written communication skills.
  • An in-depth understanding of all areas of IT and how the IT department affects the business.
  • Proficient in troubleshooting and administration tools.
  • Analytical problem-solving skills.
  • Ability to work with multiple projects and priorities.
  • Demonstrated customer service skills to provide Executive support.
  • Excellent communication, written and verbal skills.
  • Ability to work effectively in a team environment.
  • Ability to lift heavy network devices; i.e. servers, routers and switches etc.
  • Ability to fully document each incident or request accurately, following established processes within the service level agreement.
  • Communicate effectively with individuals/teams to ensure high quality. Timely expedition of user requests and incidents.
  • Ability to meet deadlines and set priorities and be flexible in a changing environment.
  • Experience with enterprise level backup, monitoring and troubleshooting.

RioCan brings together smart, talented people from diverse backgrounds, and creates spaces where we can all prosper.  People are at the core of who we are, and we respect that they have taken all kinds of paths to get here.

We are committed to creating an environment in which all employees are valued, included, and empowered to do their best work and bring great ideas. We value different voices and perspectives, and appreciate that unique backgrounds and identities make our organization stronger.

RioCan welcomes applications from all candidates and is committed to providing accommodations for people with disabilities. If you require accommodation at any stage of the application process please let us know and we will be happy to work with you to meet your needs.