L1 Support Analyst

Coreio Inc•Vaughan, ON

8d•CA$23 - CA$28•Remote

About The Position

Coreio Inc. is a growing Toronto-based ServiceNow consulting organization also specializing in IT managed services. We leverage our 35+ year history working with Enterprise clients in the Canadian Financial Services sector and apply our experience as in-house IT experts, to help our clients solve complex business and technology issues. In the past 5 years we’ve expanded our coverage to Mid-sized clients in the United States and Europe. Visit www.coreio.com for more information. We are seeking an experienced L1 Support Analyst to join us for a remote 4 month opportunity.

Requirements

Diploma or Bachelor’s degree in information technology or related field (or equivalent experience).
0–2 years of experience in IT support or service desk environment.
Basic understanding of Windows OS, Office 365, and common enterprise applications.
Strong communication and customer service skills.

Nice To Haves

Familiarity with ticketing systems (e.g., ServiceNow) is an asset.

Responsibilities

Serve as the first point of contact for end users seeking technical assistance.
Log, categorize, and prioritize incidents and service requests in the ticketing system.
Provide troubleshooting for basic hardware, software, and network-related issues.
Ensure accurate and detailed documentation of all incidents and resolutions.
Follow standard operating procedures and knowledge base articles for issue resolution.
Ensure adherence to SLAs and performance metrics.
Escalate unresolved or complex issues to higher support levels as required.
Communicate effectively with users, providing timely updates on ticket status.
Assist in maintaining knowledge base documentation.
Contribute to continuous improvement of service desk processes.