#Analyst, Technical Support - Hybrid

Job ID:

R16753

Full Time/Part Time:

Full Time

Location:

Support Office - Ontario - 5015 Spectrum Way, Suite 600, Mississauga, ON L4W 0E4

Date Posted:

Mar 27, 2026

Description

Cogir Senior Living manages retirement residences across the country. We offer a range of senior living options including independent living, assisted living and memory care.

For over 25 years, we have dedicated every day to the happiness of retirees.

Human Focus – Creativity - Excellence

We’re seeking individuals with a purpose and passion for life and who are looking for meaningful work that will make a real difference. Join our team today!

About the Role

The Technical Support Analyst provides Level 2–3 support with a strong focus on cloud-first end-user computing. The role owns incident triage and escalation across Microsoft 365, identity and access (Entra ID/Azure AD), Intune-managed endpoints, and core connectivity services, partnering with vendors to restore service quickly while documenting root cause and preventative actions.

Key Responsibilities

• Perform Level 2–3 triage, diagnosis, and remediation for cloud and endpoint incidents (Microsoft 365, Entra ID, Intune-managed devices), including service health review, audit/log analysis, and root-cause identification.
• Provide remote support via RMM/remote-control tools; coordinate escalations to internal teams and third parties (ISPs/MSPs/SaaS vendors) and open/manage cases with Microsoft support as required through to resolution.
• Administer and troubleshoot Microsoft 365 (Exchange Online, Teams, OneDrive/
• Handle escalated tickets requiring advanced analysis; identify trends, contribute to problem management, document permanent fixes, and provide knowledge transfer on cloud platforms to Level 1 support.
• Support cloud connectivity and access paths across multiple sites: DNS/DHCP, VPN, proxy settings, and Wi‑Fi; collaborate with network partners/providers to resolve outages and performance issues impacting Microsoft 365 and other SaaS services.
• Perform structured troubleshooting and RCA; create/maintain runbooks and KB articles, and recommend preventative controls to reduce repeat incidents.
• Maintain accurate CMDB/asset inventory (hardware, software, licenses), including lifecycle tracking, procurement coordination, and secure disposition.
• Record all work in the ITSM ticketing system (incidents/requests/changes), ensuring accurate categorization, clear technical notes, and adherence to SLA/OLA targets.
• Implement standard, cloud-managed solutions for end-user computing (Intune configuration profiles, compliance policies, security baselines; Windows Autopilot where applicable) to improve reliability and user experience.
• Support rollouts and small projects including Microsoft 365 enhancements, Intune/Autopilot deployments, SaaS onboarding/offboarding, and identity access improvements; assist with testing, change communications, and post-implementation verification.
• Operate with a customer-first mindset while following Cogir standards for security, privacy, and service excellence.

Qualifications & Skills

• Education: College diploma or university degree in a relevant IT field.
• Experience: 2–3 years in Level 2 technical support (service desk or field) supporting multiple sites/locations and diverse user groups.
• Strong technical knowledge of Microsoft cloud services: Microsoft 365 administration (Exchange Online, Teams,
• Working knowledge of how users securely access cloud services: TCP/IP, DNS, VPN, and fundamentals of SSO and modern authentication concepts (MFA, OAuth/SAML terminology) in a Microsoft 365/Entra environment.
• Hands-on experience with ITIL processes (incident, request, problem, change) and ITSM platforms (e.g., Zendesk, SysAid, ServiceNow, ManageEngine), including SLA management and knowledge article creation.
• Working knowledge of modern endpoint management: Intune enrollment and policy troubleshooting, compliance reporting, Windows Update/patching coordination, BitLocker/MFA basics, and PowerShell (plus exposure to Microsoft Graph/automation) to streamline support tasks.
• Certifications (preferred): ITIL Foundation and/or cloud-focused certifications (e.g., Microsoft Fundamentals/Associate-level certifications) and/or CompTIA A+/Network+.
• Strong problem-solving and multitasking skills in a fast-paced environment.
• Excellent interpersonal and communication skills—ability to translate tech solutions into user-friendly terms.
• Valid driver’s license is required.

We offer:

Competitive Salary + Bonus Structure– Recognizing your hard work and contributions.
Flexible Benefits Package– Includes options for a Health Spending Account to tailor coverage to your needs.
Hybrid Work Model– This role offers a hybrid work model, requiring 3 days per week in our Support Office.
Social Committee & Perks– Fun team events, incentives, and exclusive discounts.
Career Growth Opportunities– Be part of a dynamic, expanding company with room to advance.

If you’re looking for a people-focused workplace where innovation and excellence are valued, apply today and grow your career with Cogir!

Salary Range: $60,000 - $75,000

Cogir is committed to ensuring that all employment practices are inclusive. As an organization we are committed to providing and arranging accommodation for candidates upon request.

Actual compensation will be determined based on relevant factors such as skills, experience, location, and internal equity, and is expected to fall within the posted range.