Infrastructure Analyst

3 weeks ago

Markham, Canada Pace Technical Full time

**Infrastructure Analyst**

Pace Technical

Do you love working with people as much as you love working with tech? If yes, then we have an opportunity that will expand your expertise in all things IT. We’re currently looking for an **Infrastructure Analyst **to join our team - we’re looking for you

**Get to Know PACE**

PACE is a flourishing Managed-IT company dedicated to providing all-inclusive IT services to small and mid-sized businesses across the GTA. For several years, we've been officially recognized as one of the top 25 _Great Places to Work _in Canada_. _We maintain a highly collaborative culture where doors are always open, ideas are constantly shared, and learning opportunities are abundant.

You will be joining a small, close-knit team in a fun and productive work environment. We’re a real family, and enjoy any opportunity to connect with one another, even in a remote environment.

**General Job Information**

PACE’s Infrastructure Analyst plays an integral part in supporting our Infrastructure Management (IM) Department. As our Infrastructure Analyst, you are responsible for providing proactive services and support to our clients across the Greater Toronto Area. More specifically, you’ll be tasked with ensuring all client technologies are functioning properly, while reducing the need for reactive support.

You’re the right fit for this role because you are:

- **Focused**:Your clients appreciate your patience and calm demeanor; no matter what issue, big or small, you’re facing.
- **Process-Oriented**: You enjoy following systems and checklists to keep things organized for yourself and your clients.
- **A Team Player**:You’re always willing to lend a helping hand.
- **Eager to Learn**:We know you don’t know everything there is to know about IT - and that’s okay If you’re dedicated to improving your skills and expanding your knowledge, you’ll fit right in here.

This role reports to our IM Manager and works closely with various departments to ensure optimal operations.

**Job Duties & Responsibilities**
- Participate in the day-to-day operations within the IM Department
- Adhere to our established IM processes, procedures, and policies
- Assist with client onboarding and offboarding procedures
- Provide proactive IT support to clients, ensuring all physical and digital networks are operating smoothly without any interruptions
- Monitor and remedy client infrastructure issues and alerts in a timely manner
- Perform regular onsite proactive services that will reduce the need for reactive support
- Perform regular checks for maintenance installation to ensure all systems are running smoothly
- Provide technical support to clients and resolve any user issues promptly and effectively
- Allocate and maintain loaner equipment to clients
- Focus on Security & Compliance
- Document system reviews, recommendations, internal processes, and procedures
- Assist clients in resolving any other technical issues as per our customer satisfaction standards
- Escalate client issues to the IM Manager if need be
- Provide additional IT support to other departments as required
- Participate in after-hour on call rotation
- Other assignments as instructed by the IM Manager
- Attend regular internal/external meetings
- All other duties and responsibilities as assigned by the IM Manager

**Job Requirements**
- Post-secondary diploma or bachelor’s degree in Computer Science or Information Technology; and/or 2-5 years of proven technical support experience
- Any of the following professional IT certifications: Microsoft, Citrix, Sophos, Cisco, Comptia
- Previous experience working with a Managed service provider is an asset
- Proven experience providing network administrative support
- Previous experience working with VMware, Windows Servers, RMM, and PSA
- Advanced MS Windows Server administrative skills and support skills
- Experience in administering, managing, and troubleshooting patch management tools
- Sound knowledge of backups and Disaster Recovery software and strategies
- Experience with Datto BDR and VEAM
- Experience in creating custom scripts using Remote Management Tools, such as ConnectWise, Automate, or Datto will be an asset
- Excellent communication, interpersonal, and active listening skills
- Professional, proactive, and personable telephone etiquette
- Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries
- Ability to solve problems independently, effectively, and efficiently
- Ability to multi-task and work under tight deadlines
- Ability to manage changing priorities effectively and efficiently
- Strong team player spirit is a must
- Must be willing to work in a hybrid working environment
- Must be willing to attend the office or client worksites in-person when required

**Benefits of Working at PACE**
- Paid vacations
- Competitive salary
- Profit share program
- Comprehensive benefits program
- Wellness progr

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