Senior End User Support Analyst
- Full-time
Description
This role will be providing IT Support at the Dartmouth office in Nova Scotia, Canada. This role will require experience of hands on technical support, infrastructure troubleshooting, metering, and monitoring. This role will be the point of contact for the local support activities as required.
The successful applicant will enjoy varied and dynamic opportunities to demonstrate a customer-facing and a customer first approach as they provide support across the local infrastructure stack, working with the wider networking and Digital Transformation team to implement a global strategy.
The successful applicant will support the local customer base with BAU support through the IT Service-Desk, they should be confident in diagnosing and resolving a wide range of technical issues, including hardware malfunctions, software errors, network connectivity problems, and configuration issues. They will also be responsible for asset management, life cycle (stock) management and future budgetary involvement.
Responsibilities:
- Provide local site support and management of support activities, provide customer first, customer focused support. Be able to manage, monitor, and participate in problem resolution through the global service desk ticket system.
- Networking troubleshooting - TCP/IP, DNS, DHCP
- Complete work orders such as installing equipment, connecting and moving devices, including workstations, telephony hardware, and peripherals, conferencing equipment, UPS and Backup technologies
- The role requires experience with desktop provisioning using Imaging techniques, prepare and ship new hire or replacement equipment ensuring deadlines are met.
- Provides hands-on support for network and server teams when required.
- Provide onsite white glove support, build robust relationships with executives, support staff, and visitors and promptly assist them with their questions, incidents, and service requests.
- Manage and implement patch management on local site infrastructure under the guidance and management of the wider IT functional teams.
- Occasional out-of-hour on-site weekend presence may be required to support business requirements.
- Asset management including management of stock levels and life cycle refresh planning.
- Manage and maintain the local VMWare Hypervisor environment and associated storage
Qualifications:
- Obtain/maintain security clearance at the appropriate national / regional level.
- 5+ Years in a customer facing IT technical support role.
- Experience in system administration and networking fault diagnostics
- Current MCSE or equivalent certification, CCNA or networking certificate (Desirable).
- Knowledge of VMware and ESXi, Hyper-V
- Good knowledge of Active Directory and Group Policy
- Must have excellent customer service skills
- knowledge of Microsoft Operating systems, Windows based applications is required.
- Excellent troubleshooting skills that include application diagnostics, hardware diagnostics and operating systems are required
- Excellent communications skills, including verbal, written and interpersonal abilities
- Ability to effectively prioritize multiple competing tasks, resource planning, and travel itinerary.
- Linux and Ansible experience are advantageous but not essential.
Typically, a High School Diploma (or equivalent) and 3+ years of customer facing IT role with MS Operating Systems and Windows based applications
Security clearance required.
Diverse & Inclusive Employer
Ultra Maritime is an equal opportunities employer that values diversity, inclusion, equity and equality. Underpinned by our values, behaviours, and policies, we want you to feel empowered to be your best and authentic self.
We promote a workplace that welcomes people from all backgrounds and cultures; believing that this will increase our diversity of thinking, and ultimately ensure we continue delivering on our commitments to our customers.
We do not discriminate based on race, religion, colour, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status and welcome applications from all candidates.
What’s in it for you?
We offer a competitive benefits package including extended health and dental, life insurance, RRSP, deferred profit sharing, optional critical illness insurance, an EFAP and student bursaries
.
We encourage regular manager-employee performance feedback, goal alignment and employee development through our Employee Performance Development Plan (EPDP) and offer employee education assistance to allow our people to acquire new qualifications and certifications.
We are an Equal Opportunities employer and particularly welcome applications from Women, Aboriginal Persons, Persons with Disabilities and Visible Minorities.
Company: Ultra Maritime
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Senior End User Support Analyst • Dartmouth, NS, Canada
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