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IT Operations Analyst

2 weeks ago

Vancouver, Canada Andorix Full time

We are seeking a highly motivated and detail-oriented Operations Analyst to join our growing organization in Toronto, Calgary and Vancouver. The Operations Analyst will be joining a cross-functional team composed of System Engineers, Developers, and Project Managers, delivering world-class solutions and products. We offer a dynamic and fast paced environment in which you can work on challenging problems that will keep you engaged and learning all the time.

**Operations Analyst Responsibilities**

**Operations Support**
- Monitor and respond to client incidents and requests from within our ITSM system
- Review system audit logs and action system generated alerts
- Respond to customer inquiries, correctly assess their needs, and set appropriate deadlines
- Perform troubleshooting, diagnosing, and resolving of reported hardware, software, and network related incidents
- Actively participate in developing and implementing strategies to innovate, improve efficiency and effectiveness of IT processes, solutions and systems while adhering to best practices
- Ensure knowledge base, system and process documentation, user guides, configuration documentation and instructional manuals are maintained
- Develop, maintain, and deliver knowledge transfer documentations and learning sessions to team members and support team members
- Participate in root cause analysis, and post-mortem analysis of incidents and service interruptions
- Design, build, implement and enhance existing automation workflows for Andorix and Clients
- Perform project related activities such as equipment deployments for new client sites
- Develop short-term working plans to ensure that projects or assignments are met within specific timeframes
- Maintain inventory and decommission obsolete equipment
- Participate in the On-Call rotation and respond to after-hours alerts
- Participate in scheduled monthly maintenance
- Handle logistics for shipping/receiving of equipment for Andorix and clients
- Create and manage RMA’s for defective equipment
- Able to work shifts
- Other duties as assigned

**Network Support**
- Participate in the design, testing, implementation, upgrade, and support of networking and security solutions
- Participate in the development of standards (design, configuration, testing, policies) as appropriate
- Deploy related technologies such as firewalls, VPNs, and related management solutions
- Test and implement critical security patches and service packs on server and desktops
- Monitoring and troubleshooting server/network related issues
- Escalating technical issues to service providers as appropriate

**Resource Management**
- Effectively manage assigned tasks or projects to ensure expectations are met
- Create, update, or close tickets for assigned tasks or projects
- Collaborate with other teams/peers as required to ensure timely implementation or resolution of issues

**Position Requirements**

**Education & Experience**
- Bachelor's degree or College Diploma with IT focus
- 2-5 years of experience with strong knowledge of Microsoft technologies and Microsoft Enterprise software products and services (including patch management)
- 2-5 years of experience deploying and managing Anti-virus/Malware software solutions
- 2-5 years of practical experience with end user computer hardware
- 2-5 years of practical experience with firewall and switch management (patching, deploying, and troubleshooting)
- Experience with PON (Passive Optical Networks), including OLT and ONT deployment and configuration an asset
- Experience managing and deploying backup solutions an asset
- Experience with automation an asset
- Able to write scripts or macros to parse or manipulate data for documentation and reporting tasks
- Gather and organize internal and external information (SOP’s, Client facing Runbooks)

**Personal Attributes**
- Thrives in a high energy, fast paced work environment
- Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
- Excellent problem solving and analytical skills
- Excellent customer service, interpersonal, collaborative, and communication skills, with a clear understanding of customer impact and business requirements
- Demonstrate excellent judgment and tactfulness when dealing with internal and external clients
- Ability to work independently, collaborate with peers and vendors in support of customer service
- Ability to think outside the box and beyond the current solution to identify new and improved solutions
- Detail oriented and eager to learn new technologies
- Resourceful, self-starter, with the aptitude to evaluate and become proficient in new technologies, processes, and skills
- Ability to travel as required for the purpose of meeting with clients, off-site personnel/management, or technical client/data centre visits

**Job Types**: Full-time, Permanent

**Salary**: Up to $70,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid