About the role
NORR is an employee-owned global architecture and engineering firm. Our multi-disciplinary team of 800 professionals is active in 12 market sectors across Canada, the US, UK and UAE. Design thinking is a cornerstone of our purpose as it has for more than 85 years. We push the boundaries of what is possible to support people and the planet. Our hybrid environment lets you choose where you want to work – at the office, at home, or in a remote location, staying connected to your team through collaboration and design technology platforms.
We are currently seeking an IT Systems Support Analyst to join our Information Technology team. As an IT Systems Support Analyst, you will be a part of a dynamic global team providing real time support to the Toronto office, as well as servicing multiple partnering offices across North America and the UK. You will be responsible for deployment, standardization and maintenance of “client side” information technology solutions. All technology tasks will be expected to meet (and/or exceed) Service Level Agreements (SLAs). Additionally, this role will take advisement from supporting Infrastructure resources.
Reporting to the Manager, IT Service Delivery, this customer-focused role supports fast-paced Architecture, Engineering, and Interior Design teams by resolving IT issues, requests, and projects quickly and with minimal business disruption.
This position is required to be onsite.
Duties and Responsibilities
- Diagnoses, troubleshoots, and fixes hardware, software, network, and user account issues across multiple platforms (Windows) in a timely manner
- Deploys, configures, patches, updates or rolls out approved software, operating systems, and security updates, ensuring compliance with standards and policies
- Manages iOS and Android mobile devices using MDM solution (Intune)
- Documents all support tasks, resolutions, workarounds in the ticketing system; maintain knowledge base or runbooks
- Assists with user onboarding/offboarding: setup new user accounts, permissions, setup hardware, IT orientation
- Assists in maintaining internal IT policies and procedures and ensure support work is compliant
- Maintains asset inventory
- Liaises with third-party vendors and contractors when needed for specialized support, warranty work, or software/hardware escalations; ensure service levels are met
Required Skills
- Prior experience working on Service Desk teams, desktop and mobile support, and IT Operations
- Possesses strong verbal and written communication skills in English
- Demonstrates excellent customer service skills
- Possesses strong analytical skills
- Expertise with Active Directory, O365 and Azure environments, including Teams, Outlook, Office Apps, Windows Desktop Management and Endpoint Manager (Intune)
- Proficiency in Microsoft Windows 11 Operating Systems, iOS, and Android OS
- College Diploma or University Degree in Information Technology or equivalent experience is required
- IT Certifications in ITIL, Microsoft, CISCO considered an asset
Required Experience
- 3-5 years' experience
Disclaimer: Please note that the estimated pay range that is provided on various social media sites may not be representative of NORR's range for this position.
NORR is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic: Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.
About NORR
NORR is an employee-owned, fully integrated A&E firm. Our professional team of 800 architects, engineers, planners and interior designers collaborate in 12 market sectors across Canada, the US, UK and UAE.
Purpose-driven design is at the core of every project. Our approach works to integrate elements of resiliency, sustainability and inclusivity into the places and spaces we create. As a catalyst for transformation in the built environment, we take a leadership role as a pivotal change-maker to achieve common sustainable development goals.
About the role
NORR is an employee-owned global architecture and engineering firm. Our multi-disciplinary team of 800 professionals is active in 12 market sectors across Canada, the US, UK and UAE. Design thinking is a cornerstone of our purpose as it has for more than 85 years. We push the boundaries of what is possible to support people and the planet. Our hybrid environment lets you choose where you want to work – at the office, at home, or in a remote location, staying connected to your team through collaboration and design technology platforms.
We are currently seeking an IT Systems Support Analyst to join our Information Technology team. As an IT Systems Support Analyst, you will be a part of a dynamic global team providing real time support to the Toronto office, as well as servicing multiple partnering offices across North America and the UK. You will be responsible for deployment, standardization and maintenance of “client side” information technology solutions. All technology tasks will be expected to meet (and/or exceed) Service Level Agreements (SLAs). Additionally, this role will take advisement from supporting Infrastructure resources.
Reporting to the Manager, IT Service Delivery, this customer-focused role supports fast-paced Architecture, Engineering, and Interior Design teams by resolving IT issues, requests, and projects quickly and with minimal business disruption.
This position is required to be onsite.
Duties and Responsibilities
- Diagnoses, troubleshoots, and fixes hardware, software, network, and user account issues across multiple platforms (Windows) in a timely manner
- Deploys, configures, patches, updates or rolls out approved software, operating systems, and security updates, ensuring compliance with standards and policies
- Manages iOS and Android mobile devices using MDM solution (Intune)
- Documents all support tasks, resolutions, workarounds in the ticketing system; maintain knowledge base or runbooks
- Assists with user onboarding/offboarding: setup new user accounts, permissions, setup hardware, IT orientation
- Assists in maintaining internal IT policies and procedures and ensure support work is compliant
- Maintains asset inventory
- Liaises with third-party vendors and contractors when needed for specialized support, warranty work, or software/hardware escalations; ensure service levels are met
Required Skills
- Prior experience working on Service Desk teams, desktop and mobile support, and IT Operations
- Possesses strong verbal and written communication skills in English
- Demonstrates excellent customer service skills
- Possesses strong analytical skills
- Expertise with Active Directory, O365 and Azure environments, including Teams, Outlook, Office Apps, Windows Desktop Management and Endpoint Manager (Intune)
- Proficiency in Microsoft Windows 11 Operating Systems, iOS, and Android OS
- College Diploma or University Degree in Information Technology or equivalent experience is required
- IT Certifications in ITIL, Microsoft, CISCO considered an asset
Required Experience
- 3-5 years' experience
Disclaimer: Please note that the estimated pay range that is provided on various social media sites may not be representative of NORR's range for this position.
NORR is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic: Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.
About NORR
NORR is an employee-owned, fully integrated A&E firm. Our professional team of 800 architects, engineers, planners and interior designers collaborate in 12 market sectors across Canada, the US, UK and UAE.
Purpose-driven design is at the core of every project. Our approach works to integrate elements of resiliency, sustainability and inclusivity into the places and spaces we create. As a catalyst for transformation in the built environment, we take a leadership role as a pivotal change-maker to achieve common sustainable development goals.