Support Analyst

2 weeks ago

Regina, Canada ISM Canada Full time

Working in technology today takes skill, expertise, a strategic mind and creativity. At ISM, we believe in life-long learning and we are a dynamic business in a state of constant evolution: we embrace innovation, we are authentic, we create an excellent customer experience every time, we are accountable for all that we do, and we are ONE Team. Technology is changing the world.start your career with ISM and get a front row seat

**Close Date: March 21, 2023**
- The Support Analyst (Network Control Centre) monitors and analyzes customer networks on a 24 x 7 basis to ensure a stable environment for our managed service customers. They also provide much of the hands-on support, configuration and installation for customer devices as required. The position ensures that all network issues are dealt with quickly and efficiently by either resolving them directly or escalating.-
- If you have a passion for networks and providing great customer service, then this is a great place to start or continue to develop your network career.**Responsibilities**:

- Monitoring client networks
- Provide Tier 1 & 2 support for network alerts and escalate as required
- Maintenance and support of network devices
- Generation of monthly reporting and metrics
- Responding to user support tickets in a timely manner
- Coordination of troubleshooting activities with Vendor, Service Provider, and customer
- Provide 7x24 on-call support on a rotating basis
- Asset management of network devices
- Creating support documentation
- Other duties as assigned

**Qualifications**:

- Recognized diploma related to computer hardware/software or equivalent combination of education, experience, and training
- Some knowledge of the use, operation and support of hardware and software, and how to diagnose and remedy related problems
- Demonstrated ability to support microcomputer hardware/software, electronic input/output, and equipment
- Good interpersonal, public relations and oral communication skills
- Ability to work either independently or as part of a team
- Ability to train others
- Skills and abilities acceptable to the client

**Key Skills & Abilities**:

- Ability to read, write and speak both English and French (Bilingual) is considered an asset
- Willingness to work rotating schedules, which may include 12-hour shifts, evenings and/or weekends
- CCNA certification is an asset
- Cisco routing/switching/security/SDWAN products and platforms
- Fortinet, Juniper, and VMware SD-WAN experience is preferred
- Experience with issue tracking and escalation
- Knowledgebase (KB) experience
- Excellent time management and issue follow-up skills
- Show initiative to learn and can work unsupervised
- Willingness to pursue certification on various vendors’ platforms and products
- Excellent interpersonal and customer relationship skills
- Sense of urgency
- Driver’s license and ability to travel

**Note: if applicable, posted pay ranges for all positions are bi-weekly rates.**

ISM is committed to compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Accessibility for Manitobans Act (AMA), and all other provincial and federal legislation, in our recruitment process.

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