Support Analyst - Regina, Canada - ISM Canada

ISM Canada

Verified Company

Regina, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Working in technology today takes skill, expertise, a strategic mind and creativity.

At ISM, we believe in life-long learning and we are a dynamic business in a state of constant evolution: we embrace innovation, we are authentic, we create an excellent customer experience every time, we are accountable for all that we do, and we are ONE Team.

Technology is changing the your career with ISM and get a front row seat

Close Date:
March 21, 2023

The Support Analyst (Network Control Centre) monitors and analyzes customer networks on a 24 x 7 basis to ensure a stable environment for our managed service customers. They also provide much of the handson support, configuration and installation for customer devices as required. The position ensures that all network issues are dealt with quickly and efficiently by either resolving them directly or escalating.
If you have a passion for networks and providing great customer service, then this is a great place to start or continue to develop your network career

Responsibilities:

Monitoring client networks
Provide Tier 1 & 2 support for network alerts and escalate as required
Maintenance and support of network devices
Generation of monthly reporting and metrics
Responding to user support tickets in a timely manner
Coordination of troubleshooting activities with Vendor, Service Provider, and customer
Provide 7x24 oncall support on a rotating basis
Asset management of network devices
Creating support documentation
Other duties as assigned

Qualifications:

Recognized diploma related to computer hardware/software or equivalent combination of education, experience, and training
Some knowledge of the use, operation and support of hardware and software, and how to diagnose and remedy related problems
Demonstrated ability to support microcomputer hardware/software, electronic input/output, and equipment
Good interpersonal, public relations and oral communication skills
Ability to work either independently or as part of a team
Ability to train others
Skills and abilities acceptable to the client

Key Skills & Abilities:

Ability to read, write and speak both English and French (Bilingual) is considered an asset
Willingness to work rotating schedules, which may include 12hour shifts, evenings and/or weekends
CCNA certification is an asset
Cisco routing/switching/security/SDWAN products and platforms
Fortinet, Juniper, and VMware SD-WAN experience is preferred
Experience with issue tracking and escalation
Knowledgebase (KB) experience
Excellent time management and issue followup skills
Show initiative to learn and can work unsupervised
Willingness to pursue certification on various vendors' platforms and products
Excellent interpersonal and customer relationship skills
Sense of urgency
Driver's license and ability to travel

Note:
if applicable, posted pay ranges for all positions are bi-weekly rates.

ISM is committed to compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Accessibility for Manitobans Act (AMA), and all other provincial and federal legislation, in our recruitment process.