Systems Technical Support Analyst

  • Company:
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
  • Posted:
    3 weeks ago
  • Category:
    Business / Mgmt

Systems Technical Support Analyst – NEEDED IN OTTAWADate : August 13th, 20181 VacancyCompany: The Pythian Group Inc. Business Information: At Pythian we specialized in IT Product and Services, company that helps business adopt technologies to advance innovation and increase agility. Database consulting / IT InfrastructureBusiness Location: 319 McRae Ave. Suite 700, Ottawa, Ontario. K1Z 0B9Work Location: Same as aboveType of Employment: Full time – Permanent Estimated Start Date: As soon as possibleJob Description:Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experiencedBuilding and maintaining trustful relationships between a globally diverse user community and ITConsult user guides, technical manuals and other documents to research and implement solutionsIdentifying issue trends and reducing their frequency by educating employees and creating and updating Confluence articles and end user documentation.Provide advice and training to users in response to identified difficulties. Soliciting feedback from users regarding current IT services and future IT requirementsCollect, organize and maintain a problems and solutions log for use by other technical support analystsParticipate in the redesign of applications and other softwareSupervise other technical support workers in this groupProvide business systems, network and Internet support to users in response to identified difficultiesSet up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Configuring desktops, software and servicesDiscovering inconsistencies in complying with corporate standards of security, hardware and software platforms and working with staff to resolve themContinuous learning of IT Services, technologies used, internal procedures and policies.Triaging and troubleshooting user requests and alerts from Pythian’s IT infrastructure systemsIdentifying and proposing solutions to simplify the delivery of IT services based on ITIL best practices.Requirements:Education: Completion of a college program or other courses in computer science, computer programming or network administration is required.Experience: Due to the critical projects we handle the candidate must have a minimum of 5 years of experience in End User SupportCertification:AWS Certification for SysOps Administrator at the Associate level is required.AWS Certification for Solutions Architecture at the Associate level is required.AWS Technical Professional recognition is required.ITIL Foundation Certification in IT Service Management is required.Experience with TCP/IP networks and with DNS, DHCP, SMTP, FTP, CIFS, NFSExperience supporting and configuring Windows, Mac, ChromeOS, iOS and Android devices.Experience supporting and deploying a VDI solution.Experience with monitoring systems such as NagiosVPN, IPSec, Linux based FirewallsExperience supporting Linux based Web serversRecent/significant experience using the following IT tools: PagerDuty; Jira; Secret Server; LastPass; Bomgar; ESET.Recent/significant experience supporting the following office tools: Office 365, G Suite Enterprise; Cyrus IMAP; Lucidchart; Tableau; GoToMeeting; Slack.Cobit is an assetPMP, Prince2 is an assetExperience with Active Directory is an assetAdministration of Windows and Linux (Server OS)Computer, skills, experience and Technology Knowledge required:LinuxNetworking softwareNetworking hardwareNetwork Vulnerability, Analyzer/ Scanner, IT SecurityExtranetInternetSecurity softwareWireless networksWindows Server OSVirtual PlatformHardware Installation, Configuration and MaintenanceBroadband Technologies (T1, DLS, Cable, Wireless, Satellite, Fiber Optics)Database Administration (Microsoft Access and SQL Server)Cisco SpecificsWork ConditionsFast-paced environmentWork under pressureTight deadlinesAttention to detailThe candidate must demonstrate good communication skills and the ability to work independently or under general direction onlySalary: $29.75 to $31.75 Hourly, 40.00 Hours per week.Benefits:DisabilityExtended Medical InsuranceDental InsuranceRRSP MatchSEED Fund: 3% of salary up to $5,000.00 for Professional DevelopmentOffice Allowance: Choice of device as well as $300 a year to personalize your set upImportant information:Work schedule is from 8:00 AM to 5:00 PM. Participation in the on-call rotation after hours within the team and logging all the troubleshooting activities are a mandatory part of the position. This could include pages during weekends (while on call) with the expectation that you are able to begin working on them instantaneously.Intrigued to see what a job is like at Pythian? Check us out @Pythian and #pythianlife.Follow @PythianJobs on Twitter and @loveyourdata on Instagram!Not the right job for you? Check out what other great jobs Pythian has open in Ottawaand around the world! Pythian CareersApply by phone: 613-565-8696 ext. 1727Apply by mail to: 313 McRae Avenue, #700 Ottawa, ON, K1Z 0B9Apply by e-mail to: maharaj@pythian.comContact Person: Kirsi MaharajDisclaimerFor this job an equivalent combination of education and experience, which results in demonstrated ability to apply skills will also be considered.Pythian is an equal opportunity employer and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.The successful applicant will need to fulfill the requirements necessary to obtain a background check.