Tier 1.5 Support Analyst

ISM Canada Victoria, BC

Position Title: Tier 1.5 Support Analyst

Closing Date: November 2, 2021 

Pay Range: 21

Number of Positions: 1

Bi-Weekly Salary: $2833.41 to $3242.21

Bi-weekly Work Schedule: 75 hours 

Location: Regional, BC 

Job Type: Regular Full Time 



The Tier 1.5 Support Analyst works to investigate and resolve client reported issues assigned to them via incident tickets form the Service Management Tool (SMT). The position also allocates resources and monitors the day-to-day service activities for multiple Service Delivery Units (SDU). The position also communicates process and technical expertise to customers in order to sustain effective and timely customer services, and contributes to planning processes to help develop the Service Delivery strategy.

This position combines a broad understanding of all technical service areas and the client environment with accurate assessment of the problem scope and impact to minimize service impact to the client. This is a high volume high pressure position drawing on many skills and experiences in the Information Technology field.

Detailed accountabilities are available at the end of this posting.


Education, Experience and Training

Related degree or an equivalent combination of relevant experience, education and/or training.

Experience in the following:

·      Remote troubleshooting and diagnosis of PC and Mac workstation hardware, software and peripheral issues.

·      Supporting Office365, Mac O/S, and Linux O/S

·      Troubleshooting and supporting a variety of mobile devices and Mobile Device Management Systems (MDMS)

·      Documenting and delivering procedures, instructions and messages



·      Communicate both orally and in writing by providing and obtaining information, effectively in a timely manner and at an appropriate level and format.

·      Draft and edit a variety of written materials including technical materials at a level appropriate to diverse audiences and within established guidelines.

·      Present information to audiences responding appropriately to on-the-spot questions without pre-scripted responses while maintaining credibility and integrity.


Interpersonal Communication

·      Influence and resolve conflict with individuals or groups at various levels within and outside of the company who have competing interests to create mutually acceptable solutions, obtain agreement or behavior change.

·      Establish and maintain productive and co-operative working relationships with a variety of individuals and groups to provide a service meet company objectives and contribute to a variety of plans and initiatives.

·      Deal effectively with resistant, demanding and sometimes frustrated individuals or groups at various levels within the customer organization, remaining focused on outcomes, and responding appropriately in order to: provide or obtain information including information they may not wish to hear; clarify or resolve issues; provide assistance or service; achieve co-operation; elicit assistance; or ensure compliance.



·      Coordinate and organize effectively, efficiently and independently, resources and one's own fluctuating workload in a variety of team settings, achieving results within acceptable time frames while sharing significant issues with colleagues, taking into consideration changing priorities, deadlines, volume, available resources and reporting relationships.


Information Systems/Business Technology

·      Effectively troubleshoot and diagnose information technology problems as they relate to PC Hardware, software and peripherals.

·      Operate a variety of computers, printers and mobile devices.

·      Apply information technology to find effective solutions to information technology problems.


Research/Analyze & Investigate

·      Assess problems and situations, refer to applicable policies and guidelines, identify practical and creative options and develop and/or recommend appropriate courses of action.

Human Resources/Project Team Leadership

·      Ability to assign, schedule, coordinate, assist & direct individuals whom you may not supervise but whose work output you depend on.



·      Ability to understand financial quotes for time, travel and materials and render approvals based on established criteria.




Determine if time and material quotes for the business partners should be approved based on established criteria.




No direct supervision.



Allocates resources and monitors the day-to-day service activities for the Tier 1.5 analysts & Deskside Technicians. Provides formal and informal training to Service Desk Agents and peers.



In order to be considered for this position, please visit https://www.ismcanada.com/careers to complete a mandatory pre-screening questionnaire. Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications.  


Your application must clearly demonstrate how you meet the education and experience as outlined in the Position Requirements section above.  


This position can be done virtually, however, the candidate must reside in the Province of British Columbia, due to the union certification requirements.


An eligibility list might be created. 






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