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IT Operations Specialist
3 months ago
IT Operations Specialist - Calgary or Edmonton
Location:
Closing Date:
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Practice Area:
Our firm has an opening for an IT Operations Specialist to join our team.
The IT Operations Specialist serves as a technical authority, providing expert guidance and support to ensure the seamless delivery of IT services across our organization. As a key member of the IT team, they design and implement a wide range of IT enhancements and support services, serving as the primary point of contact for complex issues before escalating to vendors or external partners.
With a unique blend of technical expertise and business acumen, the IT Operations Specialist delivers exceptional service to Fielders, leveraging their comprehensive skills to resolve complex issues efficiently. They work closely with Helpdesk Analysts, acting as tier 3 support, to ensure swift resolution of issues, while also overseeing the team's portfolio to ensure system stability, integrity, efficiency, and security.
Reporting directly to the Chief Information Officer (CIO), the IT Operations Specialist plays a critical role in maintaining the highest level of IT service quality, reliability, and security, while driving business outcomes through strategic IT solutions.
Duties + Responsibilities- Build and maintain strong relationships with Fielders, providing exceptional communication, support, and education on the use of end-user hardware and software.
- Drive innovation within the team by proposing process improvements and efficiency enhancements, and actively contributing to their implementation.
- Develop and maintain knowledge-based articles and provide recommendations for improvements to ensure the team's expertise is up-to-date and accessible.
- Perform complex hardware and software updates, ensuring seamless system maintenance and minimizing downtime.
- Participate in high-priority projects, leveraging technical expertise to deliver results that meet business objectives.
- Investigate and resolve complex incidents, identifying and addressing root causes to prevent future occurrences.
- Ensure the smooth operation of backup and network systems, guaranteeing data integrity and availability.
- Develop and mentor junior team members, fostering a culture of growth, learning, and continuous improvement.
- Provide high-quality service, taking ownership of incident resolution and ensuring timely and effective resolution of day-to-day issues.
- Proactively seek information, utilize creative problem-solving skills, and adhere to standard operating procedures to deliver exceptional results.
- Serve as a liaison between the team and external vendors and support teams, ensuring that resolutions meet the needs of our users and align with business objectives.
- Related post-secondary degree or diploma in Computer Science, Information Technology, Engineering, or Mathematics.
- ITIL certification is considered an asset.
- Having a solid understanding of the following areas:
- Networking fundamentals
- Microsoft 365 (M365) capabilities
- InTune management
- Identity and access management principles, specifically Entra ID
- Backup and recovery strategies
- A strong passion for continuous process improvement, customer support, and technology.
- The ability to work in a highly collaborative, transparent, and team-focused environment.
- Strong analytical skills to understand, document, and communicate complex processes.
- A solid understanding of technology and how it can be used for automation, collaboration, and improvements.
- Normal weekday office hours.
- Hybrid working environment (4 days minimum in the office).
- Ability to work in a fast-paced and dynamic work environment.
- Ability to be on call for one out of every 7 weeks.
