Network Support Analyst - Client Services - Regular Full-Time 2025-12795

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Date Posted: 4/4/2025

Location: Toronto, ON, Canada

Reference No.: 2025-12795

Position Type: Regular full-time

Department: Client Services

FTE Status: 1.00

Hours of Work: 8 hrs, 12 hrs

Campus Site: Bayview

Shifts Weekday Required: Days, Evenings

Shifts Weekend Required: Days, Nights

Statutory Holiday(s) Required: No

Summary of Duties

  • Provide technical & user support (Level 1 & 2), IS/IT Support 24 hr Call Centre environment

  • Provide rapid response via phone, electronically, remote session and/or in person

  • Troubleshoot time sensitive calls, resolve technical hardware and software issues

  • Software and hardware installations/repairs

  • Research questions using available information resources

  • Follow escalation protocols/procedures to appropriate tiers

  • Identify and mitigate risks

  • Log Support calls using Call Centre tracking system, monitor, route, escalate, close/resolve.

  • Prepare/generate activity and management status reports and maintain documentation

  • Stay current with system information, changes and updates

  • Cabling/connectivity, LAN, paging/cell phones telecom support

  • Network/system monitoring (NOC) triage, escalate, updates accordingly;

  • Wireless support (connectivity, set up, troubleshooting)

  • Performs production system tasks and manages offsite backup rotation inventory

  • Actively participate as a member of Client Services support team

  • Perform light lifting 25 lbs as required

  • Perform other duties, as required

 

Qualifications/Skills

  • Significant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment required

  • Extensive current related experience supporting Apple products such as MAC, iPAds and iPhones

  • College/University or industry professional designation in a related technical field;

  • Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing

  • Able to work independently and efficiently to meet deadlines

  • Self-motivated, detail-oriented and organized

  • Excellent people skills and time management skills

  • Comfortable in a patient care setting

  • Excellent knowledge of Windows-based technical support environment

  • Good understanding of TCP/IP network architecture

  • Excellent knowledge of Microsoft Office 2003 and 2010

  • Excellent knowledge of iOS and Apple certified (OS X, ACMT or ACSP)

  • CompTIA A+ and CompTIA Network + certifications

If you are looking for an exciting opportunity and to build a career in an innovative and dynamic organization, submit your resume by clicking on Apply Now below. 

Sunnybrook Health Sciences Centre is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your cover letter.


Sunnybrook Health Sciences Centre is strongly committed to inclusion and diversity within its community and welcomes all applicants including but not limited to: visible minorities, all religions and ethnicities, persons with disabilities, LGBTQ persons, and all others who may contribute to the further diversification of ideas.

We thank all applicants for their interest. However, only candidates selected for an interview will be contacted. Sunnybrook Health Sciences Centre is an equal opportunity employer.

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