Position Overview: *
We are looking for a Service Desk Analyst to join the IT Operations and Support team in Woodstock, New Brunswick. This role will bring expertise to a team responsible for the day to day operation of the end to end IT environment at Xplore Inc. This will include deskside support for desktop technologies and communications equipment for the Woodstock facility, as well as providing support to the Customer Care team pertaining to internal VoIP systems, API\xe2\x80\x99s to third party vendors and remote access servers. The successful candidate will be required to work occasional evening or weekend shifts to meet with internal users in support of their service requests. Participation in an on-call rotation is also required.

Key responsibilities include:

• Handling service request including the accurate documentation of calls and problems
• Support all business applications including account maintenance, correction from failed transactions and implementing new deployments
• Investigate issues, help pinpoint defects and oversee the issue to completion
• Proactively manage applications, responding in a timely manner to mission critical outages
• Incident investigation and diagnosis (including first call resolution where possible)
• Resolution and recovery of assigned incidents \xe2\x80\x93 on phone diagnostics and troubleshooting
• Monitoring the status and progress towards resolution of assigned incidents
• Keeping affected business partners informed about progress
• Working to achieve team wide Service Levels for phone response and resolution
• Monitoring incident details, including the Configuration items affected
• Detection of possible problems and initiate the problem management workflow process

The ideal candidate will possess:

• Completion of a degree or diploma in Engineering or Computer Science. Equivalent experience will also be considered
• 3-5 years\xe2\x80\x99 experience in various aspects of IT Operations and working knowledge of ITIL standards
• Experience with an Internet Service Provider or large multi-location corporation
• Experience working as part of an operational team
• Solid technical skills in VoIP, TCP/IP, DNS & DHCP, Security and Desktop Operating Systems
• Basic understanding and experience utilizing Transact-SQL
• High level of knowledge of Internetworking and direct experience in applying it
• Ability to deal professionally with all levels of the organization
• Ability to grasp new material quickly and have proven initiative in independent research, attention to detail, and a positive attitude
• Ability to develop strong working relationships with executive, business clients and other IT teams
• Excellent organization, communication (oral and written), presentation, negotiation and influencing skills
• Computer hardware and software knowledge
• Good knowledge of computer security systems
• Knowledge of process management including creation and change management

Condition of employment:
As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.
Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:
Xplore Inc. is Canada\xe2\x80\x99s Fibre and 5G broadband company for rural living. Founded in Woodstock, New Brunswick, Xplore has become one of the country\xe2\x80\x99s largest facilities-based telecommunications providers for residential and business customers. Xplore is committed to the relentless pursuit of an improved broadband experience for Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.