Position Summary
As a member of the IT Support and Operations Team and reporting to the Manager IT Service Desk you will be responsible for provide second level support to Emco teammates with our 270 Profit Centres across Canada and our National Support. The Support Analyst - Tier II plays a crucial role in ensuring availability, reliability, scalability and resiliency of business computing services including actively resolving escalated requests within established service level objectives.
This includes remote provisioning of networking and telecommunications hardware and software, monitoring and maintenance of these components, remote troubleshooting and isolation of hardware, software and network issues reported by teammates.
The Emco IT Operations team provides 24x7x365 support and therefore all members of the team must be willing and able to participate in project, maintenance, and support activities outside of business hours.
This is a full-time position. Only candidates capable of working from the National Support Centre location in London Ontario will be considered. Candidates must be legally authorized to work in Canada.
Key Responsibilities
Reporting to the Manager IT Service Desk, this position is responsible for ensuring that business end users and customers are receiving the highest quality of technology services in adherence with the established service level objectives. The The Support Analyst - Tier II will be responsible for:
Designing, installing, monitoring, maintaining and supporting production and non-production data centre, IaaS and PaaS infrastructures.
- Plan and perform server OS and application upgrades, bug fixes, patches, backups, restores, and management of data centre infrastructure.
- Develop new system and application implementation plans, risk assessments, contingency plans, and testing procedures to ensure operational reliability.
- Ensure high availability and acceptable levels of performance of key production assets to support a 24x7 organization operating across multiple time zones.
- Provide afterhours support for Infrastructure related emergencies as well as occasional weekend maintenance.
- Work alongside senior Network Team members to provide logistical support, respond to inquiries, document changes, and assist with testing, assessment, diagnosis and resolution of network service outages and incidents.
- Perform diagnostics of network issues, provides support for service desk staff.
- Maintain and update networking documentation in the knowledge base solution
- Perform day to day operational tasks such as proactive maintenance, management, monitoring performance, incident and problem management, security, and backup and recovery across the network infrastructure.
- Serve as the escalation point for Tier I Support Team issues supporting locations and coordinating with third party partners as required.
- Participate in the Emco’s disaster recovery plan (DRP) by developing, documenting, maintaining, and regularly testing procedures to recover key production assets.
- Configure, help monitor and respond to incidents from IT system monitoring tools including security event management.
- Identify teammate experience pain points and challenges and make recommendations process/system functionality improvements.
- Conduct regular audits to ensure systems comply with policy and regulatory security and privacy requirements.
- Ensure knowledge base, systems and process documentation, user guides, configuration documentation and instructional manuals are maintained by the IT team.
- Oversee administration of identity and access management to IT infrastructure and privileged information stores.
- Actively participate in developing and implementing strategies to innovate, improve efficiency and effectiveness of IT processes and solutions and adherence to best practices.
- Identifies solutions to meet and continuously improve system performance and uptime.
- Recommends enhancements to meet new or changing system demands.
- Determines the setup, configuration and maintenance required for new and/or upgraded servers/systems/applications according to industry best practices and/or standards.
- Perform ongoing system maintenance of servers.
- Track projects and system incidents through to resolution via the IT ticket tracking system
- Review system audit logs, documents and action events as required.
- Develops and maintains system-related documentation to facilitate implementation and/or adoption of system changes.
- Ensure knowledge-transfer is achieved by mentoring and training Tier I Support Team.
Education and Experience
- Post-secondary degree or diploma in compute science or information technology or university or college accredited network and telecommunications program
- Minimum of one (1) year experience in an IT Network environment supporting hundreds of remote sites and thousands of end-users
- Working towards Certification in a IT Network related discipline
- Five (5) to seven (7) years progressive operations and infrastructure administration experience in highly distributed enterprise operating private and public cloud environments.
- Three (3) to five (5) years with server/storage administration, analysis, or engineering of private and public cloud solutions and systems
- Experience leading secure, resilient, and scalable design, development and deployment of solutions in highly distributed enterprise operating private and public cloud environments.
- Experience translating regulatory requirements to solution designs and configurations.
- Experience designing, implementing, and maintaining business continuity and disaster recovery capabilities.
Technical
- Implementing, monitoring, managing and troubleshooting networking equipment
- Strong understanding of IT Security and Network policies and procedures
- Intermediate knowledge of network infrastructure design
- Adept in DHCP, DNS, VLANs, VPNs, and other network fundamentals
- VMWare hypervisors and virtual machines
- Windows and Linux servers within a virtualized environment
- Microsoft remote desktop and terminal services
- Microsoft Active Directory and Azure Active Directory users, groups, policies, objects and security controls
- Microsoft Active Directory, Azure Active Directory Services, Radius, Kerberos, SSO, MFA and other access authentication mechanisms.
- Windows, iOS and Android operating systems in an enterprise environment
- Microsoft Office O365 and Exchange Online
- Broad technical knowledge and experience in supporting workstation hardware and software configuration.
- Relational database administration and maintenance is an asset.
Other Skills
- Exceptional customer service orientation.
- Strong organizational skills with ability to communicate well both verbally and in writing.
- Good listening skills.
- Eager to fully understand end user’s issues, find solutions promptly.
- Strong knowledge of ITSM ticketing system environments
- Building and maintaining positive relationships.
- Solution-oriented focusing on driving end user issues to timely and satisfactory resolution.
- Proactively looking for improvements and efficiencies with a focus on end user experience.
- Organized with the ability prioritize and multitask.
- Ability to absorb and retain information quickly.
- Highly self-motivated, self-directed and keen attention to detail.
- Proven analytical, troubleshooting, and problem-solving abilities.
- Experience working in a team-oriented, collaborative environment.
- Maintain qualifications and continuous learning relevant to your role.
- Ability to travel primarily within Canada.
Salary Range: $55,000 - $60,000 anually
Applicants must be eligible to work from/working in the country Canada.
EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.
EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.
EMCO uses third-party artificial intelligence to assess resumes to facilitate the review of candidates. For further information, please contact 226-268-7589.
