T.Y. Lin International Hiring for IT Support Analyst at Canada Full Time

Overview:
T.Y. Lin International is a full-service, professional engineering firm focused on the planning, design, and construction of infrastructure solutions for public and private clients worldwide. The firm is an internationally recognized pioneer in solving the most difficult engineering challenges. Headquartered in San Francisco, California for over 65 years, TYLI has more than 3,200 professionals throughout the Americas, Asia, and Europe. TYLI is a member of Dar Group, a global, privately-owned professional services group, and its industry-leading family of Global Infrastructure companies.

We are currently seeking an IT Support Analyst. This position will report to the Senior Manager, IT Operations Support, and is responsible for providing professional, timely, and accurate resolution of inbound technology-related problems.

Responsibilities:
Resolves inbound technology-related problems in a support center environment.

Provides end user support by responding to emails, tickets, phone calls, and chat.

Ensures the highest-level of customer service by following professional etiquette and operating in a helpful and timely manner.

Troubleshoots problems quickly to determine the appropriate resolution path.

Documents issues within the ticketing system with clear, concise, and accurate information; documents troubleshooting process and procedure for each issue.

Assists with trend and root cause analysis; identifies and communicates problem trends.

Utilizes a knowledge base to resolve end user issues.

Identifies and communicates gaps in documented knowledge required to resolve specific problems and works with Tier 2 on knowledge creation.

Educates customers on appropriate problem resolutions to minimize repeat requests; provides timely follow-up.

May act as an on-site support resource at a local TYLI office (where applicable).

May assist the Lifecycle team with preparing computers for new hires.

Develops and maintains required technical knowledge and skills.

Maintains established service level agreements to meet department and business expectations and quality standards.

Protects the company and our employees by incorporating security and compliance in all decisions and daily job responsibilities; follows security policies and procedures.

Qualifications:
Associate’s or Bachelor’s Degree in Information Technology, Computer Science, Software Engineering, Computer Engineering, or a closely related field.

1-3 years of relevant experience.

Client focused, always striving to give clients the best solutions.

Strong commitment to innovation by creating new and better ways to solve clients’ toughest challenges.

High levels of integrity, always doing the right thing in an ethical, fair, and sustainable way.

Demonstrated experience of collaboration in a diverse and inclusive team, working together toward technical excellence.

T.Y. Lin International is an equal opportunity employer and we prohibit discrimination and harassment of any type as protected by federal, state, or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees. The Company requires that all employees be fully vaccinated against COVID-19 or submit to weekly COVID-19 testing prior to attending any Company or client locations or events, unless an applicable accommodation is approved on the basis of protected grounds such as disability (e.g.: for medical reasons), religion, or sincerely held belief (or creed).