IT Senior Support Analyst (Onsite Vancouver)

Boomi

6d•CA$76,236 - CA$95,296•Onsite

About The Position

Boomi is building the future of intelligent connectivity, helping organizations around the world unify their data, applications, AI, and people. This is an exciting opportunity to make a meaningful impact by delivering exceptional IT support, driving innovation, and contributing to a culture that values collaboration, growth, and making a real difference to society. As a Senior Support Analyst - IT Support, you will be the primary point of contact for all local IT inquiries, encompassing productivity suites (email, documents), video conferencing, configuration management, identity management, system documentation standards, and client device systems. You will also collaborate with and provide support for our other locations, including but not limited to US, EMEA and APJ. This role involves managing software and hardware systems, serving as an escalation point for the service desk, and actively mentoring them on new technologies.

Requirements

Bachelor of Science degree with a concentration in computer science, information systems, information security, math, decision sciences, risk management, engineering (mechanical, electrical, industrial), or other business/technology disciplines or equivalent work experience.
Minimum 5+ years of experience in the IT industry.
Minimum 5+ years of experience in System Administration.
Solid understanding of load balancing, TCP/IP, and basic networking skills such as IP, DNS, HTTP.
Minimum 5+ years of experience managing enterprise productivity and collaboration systems such as Google Workspace, Slack, etc.
Willingness to travel internationally as needed to support global offices, on-site initiatives, and company events.

Nice To Haves

Experience with parsing and scripting languages such as Powershell, Perl, VBScript, SQL Scripting, etc.
3+ years of hands-on cloud experience, AWS or Azure preferred, including cross-region deployment.
Experience providing IT support in a multi-site, international environment.
Familiarity with IT service management (ITSM) principles and tools.

Responsibilities

Serve as the primary IT support contact for the Vancouver office, managing all local IT inquiries and ensuring timely resolution.
Engage in providing end-user technology support in our IT End User Support operations.
Manage support delivery, addressing issues reported to the IT End User Support and escalations, investigating and resolving incidents, and ensuring timely and sufficient outage updates.
Manage all end-user issues related to hardware, software installation and access, and networks.
Provide recommendations on troubleshooting and other technology improvements to resolve incidents quickly, ensuring infrastructure and application stability.
Develop and maintain relationships with business partners in the regions to promote strong alignment, continuous development, and a focus on increasing customer satisfaction by reducing mean time to restore service and enhancing data quality.
Effectively manage relationships with local vendors as needed, ensuring clear communication and successful service delivery.
Manage all procedures related to identifying, prioritizing, and resolving incidents and requests, including monitoring, tracking, and coordinating end-user IT issues.
Maintain effective communication and coordination between internal and external service providers to maintain situational awareness.
Collaborate with the management team to promote talent development and a positive culture aligned with our corporate values.
Foster relationships with key vendors, infrastructure teams, and end users, becoming a champion of end-user satisfaction.