IT Operations Analyst - (Tier 2 Mid-Level)

Sure Systems•Calgary, AB

1d•Onsite

About The Position

We are looking for a skilled IT Operations Analyst (Tier 2) to join our team. This role is similar to the IT Support Analyst (Tier 1) position, with a few key differences. The ideal candidate will have experience working for a Managed Services Provider (MSP). This position is based out of our Calgary office. The candidate will spend some time on the Rapid Response Team, where they will be expected to resolve more complex issues than those handled by Tier 1. They will serve as a point of escalation for difficult problems and will be required to travel regularly to customer sites to perform work.

Requirements

Strong interpersonal skills, including telephony skills, communication skills, active listening, and customer care.
Professional IT Certifications, such as: CompTIA A+, Network+ or Security+, Cisco Certified Network Associate (CCNA), Microsoft Certified: Azure Fundamentals, Microsoft Certified: Azure Administrator Associate, Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), Amazon Web Services (AWS) Certified Solutions Architect, Goggle Cloud Professional Cloud Architect, Microsoft Technology Associate (MTA), PMI Certified Associate in Project Management (CAPM), VMware Certified Professional (VCP), Proxmox Virtual Environment Certificate of Completion.
Ability to diagnose technical issues.
Ability to multi-task and adapt to changes quickly.
Technical awareness to match resources to technical issues appropriately.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment.

Nice To Haves

Experience working for a Managed Services Provider (MSP)
BA/BS, preferably in computer science, or a related field.
Information Technology Diploma from an accredited institution.
IT Vendor certifications such as CompTIA, Microsoft, AWS or Cisco.
2+ years of IT experience with experience working for a Managed Services Provider.
Customer Support Experience

Responsibilities

Provide IT support for Microsoft's core business applications and virtual environments built on Citrix, Microsoft, VMWare, and Proxmox.
Support services for Microsoft-related technologies, including Microsoft 365, Windows Server, Exchange, SQL, SharePoint, etc.
Provide technical services and support at the network level, including WAN and LAN connectivity, routers, firewalls, and security.
Support remote access solutions such as Microsoft 365, VPN, Terminal Services, and Citrix.
Maintain system documentation, including system reviews and recommendations.
Communicate with customers to keep them informed of incident progress, impending changes, or agreed outages.
Improve customer service, perception, and satisfaction.
Work effectively in a team and communicate clearly.
Escalate service issues that cannot be resolved within agreed service levels.
Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
Enter time and expenses in ConnectWise (Our Core Application) as they occur.
Work through a daily schedule in ConnectWise established through the dispatch process.
Understand processes in ConnectWise by completing assigned training materials and blueprints on ConnectWise University.
Enter all work as service tickets in ConnectWise.