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Within 25 km of Milton

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Raas Infotek

Service Desk Analyst

Mississauga, ON, Canada

Contract

Within 25 km of Milton · About 21.5 km from the city centre

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Job details

Job type: Contract
Apply by: Dec 4, 2026
Experience: Experience: 5+ years in IT support, with at least 3 years at Level 2.
Posted: Nov 4, 2026

Original job description

Job Title: Service Desk Analyst

Location: Mississauga, ON, Canada

Job Summary

Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications, and endpoint management. Meet SLAs and keep unresolved complaints to a minimum.

Key Responsibilities

Resolve Level 2 incidents and service requests escalated from the Service Desk within SLA.
Troubleshoot Windows 10/11, macOS, iOS, and Android devices remotely.
Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP, and proxy/firewall-related access.
Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA, and access provisioning.
Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
Escalate to Field Services, Network, or Engineering teams with full diagnostics and follow tickets through to closure.
Document fixes and maintain knowledge-base articles to raise first-contact resolution.
Communicate clearly with users, keeping them updated on progress and agreed follow-ups.

Requirements & Skills

Experience: 5+ years in IT support, with at least 3 years at Level 2.
Must Have Skills: Microsoft Windows, MS Remote Desktop Services (RDS), Touch Services, Video/Telepresence, Strong Windows OS, Microsoft 365, Active Directory/Entra ID, and solid networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
Language Requirements: Fluent English and French.
Technical Proficiency: Experience with ITSM tools (ServiceNow preferred) and remote support tools (e.g., LogMeIn, TeamViewer, Nexthink).
Methodology: Working knowledge of ITIL incident, request, and problem management.

Preferred Qualifications

Certifications: CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
Experience with macOS management, VMware/Citrix virtual desktops, or insurance/financial-services clients.
Experience supporting users across several countries and time zones.

Thanks & Regards,

BABU ALI

(Recruitment Consultant)

Raas Infotek Corporation.

E-Mail: babu.ali@raasinfotek.com

Website: www.raasinfotek.com

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More about this job

Responsibilities

Resolve Level 2 incidents and service requests escalated from the Service Desk, troubleshooting operating systems, devices, networks, identities, Microsoft 365, and business applications while meeting SLAs. Escalate complex issues with complete diagnostics, track them through closure, document solutions, maintain knowledge-base articles, and keep users informed.

Requirements

Requires at least five years of IT support experience, including three years at Level 2, strong Windows and Microsoft 365 skills, identity-management experience, and solid networking fundamentals. Requires fluent English and French, experience with ITSM and remote-support tools, and working knowledge of ITIL; relevant certifications and experience with macOS, virtual desktops, or financial-services clients are preferred.

Skills

Windows 10/11
Microsoft 365
Active Directory
Entra ID
Microsoft Remote Desktop Services
Networking
TCP/IP
DNS
DHCP
VPN
Intune
ServiceNow
ITIL
Remote Support
macOS
French

Visa sponsorship

Not detected in the job text

Hiring contact

Babu Ali

Hiring contact email

babu.ali@raasinfotek.com

Keywords

Level 2 Support
Service Desk
Windows 10/11
macOS
iOS
Android
Microsoft 365
Outlook
Exchange
Teams
OneDrive
SharePoint
Active Directory
Entra ID
Azure AD
Intune
Group Policy
Okta
Single Sign-On
Multi-Factor Authentication
TCP/IP
DNS
DHCP
VPN
LAN/WAN
ServiceNow
ITIL
CompTIA A+
Network+
Microsoft MD-102

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