IT Operations Analyst

6 days ago

Vancouver, British Columbia, Canada Andorix Full time

We are seeking a highly motivated and detail-oriented Operations Analyst to join our growing organization in Toronto, Calgary and Vancouver.

The Operations Analyst will be joining a cross-functional team composed of System Engineers, Developers, and Project Managers, delivering world-class solutions and products.

We offer a dynamic and fast paced environment in which you can work on challenging problems that will keep you engaged and learning all the time.


Operations Analyst Responsibilities

Operations Support

  • Monitor and respond to client incidents and requests from within our ITSM system
  • Review system audit logs and action system generated alerts
  • Respond to customer inquiries, correctly assess their needs, and set appropriate deadlines
  • Perform troubleshooting, diagnosing, and resolving of reported hardware, software, and network related incidents
  • Actively participate in developing and implementing strategies to innovate, improve efficiency and effectiveness of IT processes, solutions and systems while adhering to best practices
  • Ensure knowledge base, system and process documentation, user guides, configuration documentation and instructional manuals are maintained
  • Develop, maintain, and deliver knowledge transfer documentations and learning sessions to team members and support team members
  • Participate in root cause analysis, and postmortem analysis of incidents and service interruptions
  • Design, build, implement and enhance existing automation workflows for Andorix and Clients
  • Perform project related activities such as equipment deployments for new client sites
  • Develop shortterm working plans to ensure that projects or assignments are met within specific timeframes
  • Maintain inventory and decommission obsolete equipment
  • Participate in the On-Call rotation and respond to afterhours alerts
  • Participate in scheduled monthly maintenance
  • Handle logistics for shipping/receiving of equipment for Andorix and clients
  • Create and manage RMA's for defective equipment
  • Able to work shifts
  • Other duties as assigned

Network Support

  • Participate in the design, testing, implementation, upgrade, and support of networking and security solutions
  • Participate in the development of standards (design, configuration, testing, policies) as appropriate
  • Deploy related technologies such as firewalls, VPNs, and related management solutions
  • Test and implement critical security patches and service packs on server and desktops
  • Monitoring and troubleshooting server/network related issues
  • Escalating technical issues to service providers as appropriate

Resource Management

  • Effectively manage assigned tasks or projects to ensure expectations are met
  • Create, update, or close tickets for assigned tasks or projects
  • Collaborate with other teams/peers as required to ensure timely implementation or resolution of issues

Position Requirements

Education & Experience

  • Bachelor's degree or College Diploma with IT focus
  • 25 years of experience with strong knowledge of Microsoft technologies and Microsoft Enterprise software products and services (including patch management)
  • 25 years of experience deploying and managing Antivirus/Malware software solutions
  • 25 years of practical experience with end user computer hardware
  • 25 years of practical experience with firewall and switch management (patching, deploying, and troubleshooting)
  • Experience with PON (Passive Optical Networks), including OLT and ONT deployment and configuration an asset
  • Experience managing and deploying backup solutions an asset
  • Experience with automation an asset
  • Able to write scripts or macros to parse or manipulate data for documentation and reporting tasks
  • Gather and organize internal and external information (SOP's, Client facing Runbooks)

Personal Attributes

  • Thrives in a high energy, fast paced work environment
  • Ability to effectively prioritize and execute tasks in a highpressure environment is crucial.
  • Excellent problem solving and analytical skills
  • Excellent customer service, interpersonal, collaborative, and communication skills, with a clear understanding of customer impact and business requirements
  • Demonstrate excellent judgment and tactfulness when dealing with internal and external clients
  • Ability to work independently, collaborate with peers and vendors in support of customer service
  • Ability to think outside the box and beyond the current solution to identify new and improved solutions
  • Detail oriented and eager to learn new technologies
  • Resourceful, selfstarter, with the aptitude to evaluate and become proficient in new technologies, processes, and skills
  • Ability to travel as required for the purpose of meeting with clients, offsite personnel/management, or technical client/data centre visits

Job Types:
Full-time, Permanent

Salary:
Up to $70,000.00 per year

Benefits:

  • Dental care
  • Extended health care
  • Life insurance
  • Paid

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