System Support Analyst

2 weeks ago

Vancouver, Canada TekWisen Software Pvt. Ltd Full time

Responsibilities:

- Coordinates with the Service Desk to ensure proper recording of incidents
- Incident briefing general and IT outage briefings
- Determines if an incident needs to be escalated according to the priority and severity of the issue
- Confirms that each incident is resolved, and that service is restored
- Participates in incident reviews
- Must coordinate with the on-call Airport Authority IT Manager during Critica

**Incident Management Services**

Manage the lifecycle of all incidents.

**Infrastructure Services**

Infrastructure refers to the combination of hardware, software, network resources and services required within the airport’s IT environment

**Server and Storage**

Servers

Create Virtual Machines (VMs)

Coordinate decommissioning of servers (physical and virtual) _Exclusion: Linux VMs are exclusively supported by YVR-IT resources_

Backup Operations

Daily status review of Commvault (jobs and events). Take action for any issues or failures

Perform restores upon request

Patch Manager Operations (done in SolarWinds)

Review scheduled patching jobs for success and failures

Add and remove servers from the automated patching schedules

**Network Services**

DNS - Add / remove DNS records

Network Edge / Access Layer

Build switch stack

Upgrade the code on a switch stack

Clear and assign switch ports

**Telecoms**

Configure VOIP phones (using Cisco Call Manager) for moves, adds, and changes to phones and

Intercoms

**Database**

Daily Oracle RMAN backup checking and take action for any issues or failures

Daily SQL database backup checking and take action for any issues or failures

Assist other teams with quarterly Windows server patching where SQL cluster failover is needed

**Monitoring Services**

Daily review of SolarWinds alerts and take action for any issues or failures

Maintain equipment list in SolarWinds

Monitor Database health using RedGate SQL server and Oracle OEM and take action for any issues

or failures

**Office Systems Services**

Coordinate the deployment and support of Office Systems end-point devices and accessories,

including but not limited to, Windows computers, Apple iPhones, Surface Hubs, etc.

Coordinate the deployment and support of Office Systems operating systems and software,

including but not limited to, Windows 10, Office 365, Adobe, AutoDesk, Bentley, Workshare, etc.

**Accounts and Passwords**

Onboarding and deboarding of employees, contractors, vendors based on defined YVR processes

Monitoring and maintenance of Active Directory accounts (expiration, information accuracy, group

memberships, etc.)

Provisioning and maintenance of Duo Mobile Multi-factor authentication accounts

Monitoring and maintenance of Active Directory file and folder permissions and access to on-premise, Office365 and Azure resources

**Salary**: $29.00 per hour

Schedule:

- 8 hour shift

Work Location: One location

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