IT Operations Analyst - Vancouver, Canada - Andorix

Description

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.

• 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 postmortem 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 shortterm 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 afterhours 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

• 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

• 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

• Bachelor's degree or College Diploma with IT focus
• 25 years of experience with PON, including firewall and switch management (patching, deploying, and troubleshooting)
• 25 years of experience with strong knowledge of Microsoft technologies and Microsoft Enterprise software products and services (including patch management)
• 25 years of experience deploying and managing Antivirus/Malware software solutions
• 25 years of practical experience with end user computer hardware
• 25 years of experience managing and deploying backup solutions
• 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)

• Thrives in a high energy, fast paced work environment
• Ability to effectively prioritize and execute tasks in a highpressure 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, selfstarter, 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, offsite personnel/management, or technical client/data centre visits

• Dental care
• Extended health care
• Life insurance
• Paid time off
• Work from home

• 8 hour shift
• On call