Job Description

You are a key member of the information technology team, responsible for overseeing and managing the YW Calgary's IT infrastructure (Hyperconverged virtual servers, Azure, network infrastructure, Teams calling, MTR's and security). This role also involves providing strategic project support, handling Tier 2 incidents, and delivering operational support to ensure the stability, security, and efficiency of the organization's IT environment.



You will provide IT support and escalations for hardware and software technical issues via phone, email and in person to provide timely resolution, document case status, and provide updates to management and end-users. This person must be able to learn new technologies quickly and troubleshoot to resolve problems. This role requires agility in learning new technologies, staying abreast of IT trends, best practices, troubleshooting, and problem management. Collaborate with internal teams, external third-party providers, and vendors for remediating issues and patch maintenance. Maintaining exceptional customer service is essential. Engage in IT projects (10%), I&O (40%), and incident-service request fulfillment (50%).

This role works 37.5 hours per week; Monday to Friday. Some evening and weekend work may be required based on operational need. This position may be eligible for a Hybrid work arrangement

(3 days in the office at our YW Calgary Location and 2 days remote).

WHAT WE OFFER

Truly rewarding work; contribute to lasting, positive change for individuals and our community Flexible schedules and a hybrid work arrangement to help our employees manage work and life A supportive team environment and opportunities for professional development Comprehensive benefits, onsite fitness, and childcare facilities

WHAT YOU'LL DO:

Manage server and cloud infrastructure including SaaS, applications and PaaS Work with support teams to provide stable and highly available infrastructure for our clients Provide level 2 and liaise with level 3 vendor support to internal Help Desk Contribute to maintaining access to all systems including internal and production environments (Cloud & On-Prem) Manage storage and Veeam backup systems including regular maintenance and updates Manage firewalls, network and wireless infrastructure Collaborate on the maintenance and implementation of IT Security policies, Disaster Recovery Plans and Policies, Change Management Policies Perform regular maintenance, patching, diagnosing, troubleshooting, and resolving hardware, software, or other network and system problems Provide guidance and expertise to developing enterprise architecture standards and technology best practices for the organization (as it aligns with its mission and priorities) Specific focus on experience with following vendors: Fortinet, Aruba HPE, Veeam, and Microsoft: SharePoint, Azure, Teams Phone, MTR's, PaaS. Provide consulting and support for in-house technology purchases and budgeting Handle problem detection, research, isolation, resolution and follow-up for all user support and service requests Responsible for ensuring customer satisfaction of support and service requests Follow-up on outstanding incidents and escalations to ensure timely and effective resolution Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goal. Vendor management as it pertains to YW Calgary's infrastructure environments (support requests, case submission and follow-up to existing problems Update and develop standard operating procedures for the environment Produce weekly/monthly reporting on core services along with process improvement Update dashboard & metrics for projects, tasks, and operations as required Collaborate in the development and sustainment of YW's business continuity strategies, policies and practices. Assist in disaster recovery procedures and testing Recommend establish policies and procedures for systems architecture design and configuration Integrate diversity, equity, and inclusion principles to your role, how you work and how you engage with others, as aligned with YW Calgary's values and Practice Framework. Share individual accountability to create and maintain inclusive and safe spaces and practices (physically and psychologically) that are open, transparent, and encourage accountability, advocacy, and mentorship. Understand and remain current with YW Calgary Health, Safety and Wellness policies, practices and protocols and ensure work is performed in alignment to YW's culture.

WHAT YOU'LL BRING:

A clear Police Information Check, including a Vulnerable Sector Search, and an Intervention Record Check is required upon commencement of employment Bachelor's degree in Computer Science, Information Systems or other related field Relevant Microsoft Certified Professional (365, Azure) certifications a major plus. Strong Knowledge of Microsoft 365 technologies, Entra, operating systems and software, Windows Server, Exchange (O365), Azure, Active Directory, Intune, Hyper-V and related systems
VEAM Backup, Nutanix, server virtualization experience is required

HPE, Aruba (wireless / switched networks) and Fortinet with knowledge of Green Lake and Aruba Central required
Knowledge configuring and deploying databases Hands on experience with managing and optimizing workloads in a cloud (servers, configuration, automation) Applied knowledge with Networking, Storage, Security / IAM in the cloud Scripting and PowerShell required Experience with Remote Administration Tools

If you want to change lives, we want to hear from you.

Deadline: April 19, 2024

Apply today by submitting your resume, cover letter, and salary expectations.

Check out our website for more information about YW Calgary:

www.ywcalgary.ca

YW Calgary is committed to providing an equitable, diverse, and inclusive workplace where all employees, volunteers and clients feel valued and respected, whatever their race, religious beliefs, colour, gender, gender identity, gender expression, sexual orientation, disability, age, ancestry, or place of origin.

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Education

Required* Diploma in Information Technology or better