IT Operations Analyst

3 months ago

Oakville, Canada Pelmorex Full time

**ARE YOU INTERESTED IN A WORKPLACE THAT HAS...**

**An IDEAS (Inclusion, Diversity, Equity, Awareness, Solidarity) team ️**

Weather is inclusive, we will be too. Our IDEAS team is committed to making this happen

Open and transparent communication, including All Hands Meetings with our CEO

Frequent employee pulse surveys \uD83D\uDCDD we value your feedback so we can continue to make Pelmorex a great place to work

While we encourage 1:1 conversations, we recognize that not everyone is comfortable with speaking up \uD83D\uDDE3 We have an anonymous reporting platform (Speakfully) to ensure everyone’s voice is heard

\uD83D\uDCE3**HAVE WE GOT YOUR ATTENTION? WANT TO LEARN MORE?**

Read about us here (spoiler alertwe are the home of The Weather Network )\uD83D\uDCCD**Canada’s #1 most trusted brand** in media for the **third year** in a row

**WHY WE NEED YOU? GLAD YOU ASKED...**

As **IT Operations Analyst** you will be the first point of contact for all Pelmorex clients and employees for all Pelmorex systems related issues and end-user support while providing excellent customer service.

**_
Please note that this is an On call position, which means there are "No Guaranteed hours" and you will be called as and when we have work requirements._**

**_
As an On-Call employee, your working hours will vary based on operational needs of the Company. Please be advised that there is _**_no obligation_**_ for the Company to schedule you for a shift. On-Call employees are called upon to replace employees on vacation, sick days, or unplanned events._**

**WHAT'S THE DAY TO DAY LIKE?**:

- Communicates with customers at all levels of technical and non-technical skills sets
- ** Onsite and remote support **for PCs, laptops, printers, cell phones, and tablets etc.
- Physically install and deploy new equipment as required.
- Provide support for video conferencing, backup systems, anti-virus, various computer hardware, etc.)
- Triage, troubleshoot and resolve the daily technical issues reported, ensure SLA’s are met, and escalate as appropriate to 2nd level support team while maintaining incident ownership until closed.
- Ensure the delivery of optimal results against appropriate performance metrics;
- Install and arrange new equipment for the data center. This may include physically upgrading internal system components (CPU), memory hard drives, fiber cables, copper, and more..
- Identify incident trends; recommend and implement improvements to reduce volume.
- Keep the Operations team up-to-date with new implementations and technologies.
- Establish clear communication channels for feedback from customers, peers, and cross functional teams
- Roles, responsibilities and duties may evolve and change over time._

**WHERE ARE YOU RIGHT NOW?**:

- You are currently a junior to intermediate Service Desk Analyst or IT Operations Analyst who is looking for growth opportunities and is looking to work in a company with diverse skill sets - from technology to media.
- You are already working or willing to work in a 24/7 client service environment and have good experience working with Linux (CentOS).
- You are often the go-to problem solver for any IT issue and love the satisfaction of solving complex issues in multiple environments.
- You want to be part of a team where you can bring your experience and want to learn new skills.

**WE ARE HOPING YOU HAVE**:

- Minimum of 3 years’ experience in a technical support environment with 24/7 customer service
- Excellent verbal and written communication skills
- Excellent troubleshooting skills cross multi environment
- Good working knowledge of Linux (CentOS), Microsoft Windows Servers (2008/2012/2016) Windows 10, OSX, Active Directory DNS, G Suite, O365, VMware, AWS and Azure services
- Good working knowledge to perform basic repair of damaged or faulty network equipment and devices
- Ability to provide remote support
- Excellent customer service skills. You always go above and beyond to solve a clients problem

**YOU ARE MADE FOR THIS IF..**:

- Are you a customer service wiz - you provide excellent customer service skills, attitude and professionalism and are able to deal effectively with all levels of employees
- Are you someone who likes building relationships and has excellent interpersonal skills, with a focus on listening and questioning
- Are you self driven - you have the ability to work under pressure with mínimal supervision
- The nitty gritty excites you and you are detail oriented, meticulous
- Are you someone who enjoys wearing many hats and are able to multitask, manage time and work in a fast-paced environment

**DON’T MEET ALL THE REQUIREMENTS? DON’T WORRY**

**OUR PROMISE TO YOU...**

We’re highly focused on doing the right thing.

We’ll discuss issues and timelines professionally, so you have the time you need to do the best work you can

You will see the result of your work pushed out to real users quickly

We’re a team that enjoys learning new

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