Information Technology Analyst

Company Description

With over 115 years of experience, EMCO Corporation is a leading national wholesale distributor of plumbing, HVAC, waterworks, and industrial products to the construction industry. We provide quality and cutting-edge products that help support residential, commercial and infrastructure initiatives across Canada.

At EMCO Corporation, we are committed to providing sustainable solutions to our customers and communities in which we live and serve. Our talented and passionate team members are the key to our success. We empower our team members to act like owners and make a difference within our business through striving for innovation and providing excellence in customer service.

We offer a fun, fast-paced and dynamic workplace. We work as a team, share core values, and support each other’s growth and development. As our teammate, you will have the opportunity to continually develop your skills through ongoing training, have the opportunity to be innovative and try new things, and work alongside passionate colleagues with diverse backgrounds and experiences. We are a team of enthusiastic individuals who are dedicated to meeting and exceeding the needs of the customers we serve.

**Job Description**:
**Position Summary**

As a member of the IT Operations Team and reporting to the IT Service Desk and Operations Manager you will be responsible for provide second level support to Emco teammates with our 270 Profit Centres across Canada and our National Support. The Tier II IT Analyst plays a crucial role in ensuring availability, reliability, scalability and resiliency of business computing services including actively resolving escalated requests within established service level objectives.

This includes remote provisioning of networking and telecommunications hardware and software, monitoring and maintenance of these components, remote troubleshooting and isolation of hardware, software and network issues reported by teammates.

The Emco IT Operations team provides 24x7x365 support and therefore all members of the team must be willing and able to participate in project, maintenance, and support activities outside of business hours.

**Key Responsibilities**

Reporting to the IT Service Desk and Operations Manager, this position is responsible for ensuring that business end users and customers are receiving the highest quality of technology services in adherence with the established service level objectives. The Tier II IT Analyst will be responsible for:
Designing, installing, monitoring, maintaining and supporting production and non-production data centre, IaaS and PaaS infrastructures.
- Ensure high availability and acceptable levels of performance of key production assets to support a 24x7 organization operating across multiple time zones.
- Provide afterhours support for Infrastructure related emergencies as well as occasional weekend maintenance.
- Serve as the escalation point for Tier I Support Team issues supporting locations and coordinating with third party partners as required.
- Participate in the Emco’s disaster recovery plan (DRP) by developing, documenting, maintaining, and regularly testing procedures to recover key production assets.
- Configure, help monitor and respond to incidents from IT system monitoring tools including security event management.
- Identify teammate experience pain points and challenges and make recommendations process/system functionality improvements.
- Conduct regular audits to ensure systems comply with policy and regulatory security and privacy requirements.
- Ensure knowledge base, systems and process documentation, user guides, configuration documentation and instructional manuals are maintained by the IT team.
- Oversee administration of identity and access management to IT infrastructure and privileged information stores.
- Actively participate in developing and implementing strategies to innovate, improve efficiency and effectiveness of IT processes and solutions and adherence to best practices.
- Identifies solutions to meet and continuously improve system performance and uptime.
- Recommends enhancements to meet new or changing system demands.
- Perform ongoing system maintenance of servers.
- Track projects and system incidents through to resolution via the IT ticket tracking system
- Review system audit logs, documents and action events as required.
- Develops and maintains system-related documentation to facilitate implementation and/or adoption of system changes.
- Ensure knowledge-transfer is achieved by mentoring and training Tier I Support Team.

**Qualifications**:
**Education and Experience**
- Post-secondary degree or diploma in compute science or information technology or university or college accredited network and telecommunications program
- Five (5) to seven (7) years progressive operations and infrastructure administration experience in highly distributed enterprise operating private and public cloud environments.
- Three