IT Operations Support Analyst

4 days ago

Mississauga, Canada MHI RJ Aviation Group Full time

IT Operations Support Analyst

Our company MHI RJ Aviation Group (MHIRJ) provides comprehensive critical operational, engineering and customer support solutions including maintenance, refurbishment, technical publications, marketing and sales activities for the global regional aircraft industry. Headquartered in Boisbriand, Quebec, and bolstered by an Aerospace Engineering Center, MHIRJ’s network of service centers, support offices and parts depots are positioned in important aviation hubs in the U.S., Canada and Germany. A wholly owned subsidiary of Mitsubishi Heavy Industries, Ltd, MHI RJ Aviation Group includes MHI RJ Aviation ULC (Canada), MHI RJ Aviation Inc. (U.S.A.) and MHI RJ Aviation GmbH (Germany).

MHIRJ is seeking a full time, IT Operations Support Analyst who is smart, curious shows initiative and loves the challenge of solving various types and levels of problems that improve people’s lives. You’ll collaborate with a fun and close-knit agile team.

The primary responsibility of the IT Operations Support Analyst is to offer one-site technical support to our Missisauga, ON location. The areas of work include tending to tickets in the local support queue daily within the required SLAs: which can include troubleshooting computer hardware, peripherals, and software applications of medium to high complexity. You will play an active role in the organization, ensuring and maintaining high IT standards.

The IT Operations Support Analyst must be able to also maintain and manage the appropriate hardware i.e. asset management, executing the desktop imaging process using the proper deployment procedures to ensure new hires are onboarded in timely manner or simply for break fixes.

Furthermore, you will be asked to provide technical and application support bridging the gap between certain tasks, working collaboratively with other IT SMEs in adjacent sites to resolve issues.

On occasion you are also asked to assist in the troubleshooting of Azure cloud, network, and internet connectivity services. You should be able to work in coordination with both technical and non-technical staff and assist in the help desk level administrative functions.

Essential Job Functions & Responsibilities:

Build, configure & deliver hardware, update software.

Repair computers & Mobile phones and ensure that they are functioning properly.

Asset Tagging

Run diagnostic programs and maintain computers.

Gather data to assess the needs of the customer.

Create reporting (Assets…etc)

Create and update documentation for enhanced user support.

Occasionnal Job Functions & Responsibilities

Administration and troubleshooting of M365 and Azure cloud offerings.

SSO administrations

Script troubleshooting

ITSM service catalogue development in conjunction with our third-party provider

General Qualifications

Customer-Service

The IT Operations Support Analyst should have a strong commitment to providing excellent and respectful customer service to a variety of stakeholders with varying degrees of technical proficiency and diverse backgrounds, remotely and in person.

Problem-Solving

The IT Operations Support Analyst must have the ability to problem-solve and think critically in varied situations and demonstrate good judgement.

Communication Skills

The IT Operations Support Analyst must have excellent written and verbal communications skills with ability to articulate technology to users, business partners and management as in some cases you will be required to communicate directly with external IT/internet/application vendors/technicians to resolve problems, issues and to promote continued utilization of IT service management solutions.

Writing Skills

For the IT Operations Support Analyst, strong writing skills will come in handy for preparing instructions and email responses for employees and customers.

Qualifications

  • University degree or equivalent in Information Technology.
  • Minimum of five years of information technology experience, three years of which in an intermediate infrastructure and/or operations role.
  • Possess a broad range of infrastructure and operation knowledge (server operations, monitoring, troubleshooting, user account management, security & access controls, messaging, file & print operations, storage operation, backup & recovery, etc.) and systems development life cycle experience in multiple technological platforms.
  • Solid knowledge of IT systems and applications
  • Possess practical ITIL experience, certification, an asset.
  • English written/verbal communication skills with French being an asset.
  • Must be organized with the ability to multi-task, handle rapidly changing priorities and exhibit excellent flexibility and follow-up skills.
  • Must have strong interpersonal skills, with the ability to work professionally with many levels of the organization.
  • Ability to communicate and train end users on how to use technology.
  • On-Call availability

IT Specific Skills (working or functional knowledge an asset):

  • Directory Services (e.g. Microsoft AD, GPO, LDAP)
  • MS Azure / MS365 Cloud suite
  • Communications / Networking (e.g. VoIP, Jabber, Conferencing);
  • Identity management such as Okta
  • Windows 10 & 11
  • IOS & Apple Business/School Manager
  • ServiceNow or other similar ticketing systems
  • Familiarity with network & firewall services

Position Details:

• Located in Mississauga, Ontario, Canada

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