Senior Helpdesk Analyst
Layer 7 Technologies Inc. - Vancouver, BC

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Vancouver, BC


Layer 7 Technologies is seeking a Helpdesk Supervisor for its growing Infrastructure team. The successful candidate will primarily be responsible for overseeing a growing Helpdesk Support Analyst team.


Interface with a vast user base that is geographically dispersed, while employing a high degree of tact and diplomacy to promote a positive image of the department
Resolve problem situations in a professional manner
Possess a strong familiarity with hardware problems, computer upgrades, networking setup/diagnoses, software problems, PC-specific issues and troubleshooting
Manage multiple high-priority initiatives in a fast-paced highly technical environment
Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
Supervise the Helpdesk staff by defining and establishing schedules, setting priorities, providing support/direction/assistance and dealing with administrative issues
Mentor and train Helpdesk staff on operational procedures and troubleshooting techniques
Monitor incident tracking database and follow up with assigned personnel to ensure timely resolution of problems
Analyze and identify trends in issue reporting and devising preventative solutions


A minimum of five years progressive experience installing and supporting all of the following: Windows XP/7/2003/2008, Linux, Mac OSX, VMware vSphere, Active Directory, Microsoft Office, PC deployment, antivirus management, remote user networking, VPN, TCP/IP troubleshooting
Two or more years of managerial experience in a Helpdesk environment
Undergraduate degree or equivalent combination of education and experience
Experience dealing with difficult interpersonal situations related to support issues
Excellent written and verbal communication skills
Analytical thought process