Job Description

We are seeking a highly motivated and detail-oriented Operations Analyst to join our growing organization. The Operations Analyst will be joining a cross-functional team composed of System Engineers,Network 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 Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations 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 PON, including firewall and switch management (patching, deploying, and troubleshooting) 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 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)

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

Pay: $55,000.00-$65,000.00 per year

Benefits:

Dental care Extended health care Life insurance On-site parking Paid time off
Schedule:

8 hour shift Monday to Friday On call
Willingness to travel:

25% (required)
Work Location: Hybrid remote in Calgary, AB T2P 4H4