IT Support Analyst - Tier II

Job Description

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.

Qualifications

Education and Experience

Technical

Other Skills

Additional Information

Salary Range : $55,000 - $60,000 anually

Applicants must be eligible to work from / working in the country Canada.