System Analyst

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Overview

F12 was built by uniting IT consulting firms from across Canada around a common vision – to combat risk and complexity by continuously crafting business technology platforms that empower business leaders to focus and thrive. We aim to elevate IT conversations (from ingredients to outcomes) and deliver fully designed solutions where there are no bad options.

Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will collaborate with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission to elevate our employees. We are doing this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, hard work, and we are looking for like-minded-minded individuals to join us on our journey.

Reporting to the Manager, Service Delivery – Our Systems Analyst is always available to resolve our client’s technical issues in person and remotely. As the System Analyst, you will own the responsibility of delivering high quality and timely assistance by adhering to F12’s policies and procedures. This role is designed to cultivate technical troubleshooting skills including network infrastructure, servers, and applications. With the coaching from our Team Leads and the guidance of more senior technicians, this role is the perfect learning opportunity for those wanting to gain a deeper understanding of the IT industry.

Responsibilities

• End-user support, you will partner with our clients to resolve their IT issues. This includes challenges like password resets, adding a printer, navigating a server, installing or re-installing programs and assigning users to distribution lists to name a few.
• Looking to enhance our relationships with Clients you diligently learn the contacts and preferences of each account and can multi-task when accommodating their requests.
• Answering phones with both speed and tact, you are empathetic and articulate when working with Clients. Especially in stressful situations, you ask the right questions and provide relevant and realistic solutions.
• Balancing quality with speed, you provide professional verbal and written responses to Clients and update ticket statuses to ensure all team members know things are taken care of
• Escalating tickets when the answer is unclear, you willingly ask for help from your Team Leads or teammates when needed.
• With basic security knowledge, you diligently protect Client information and adhere to processes and procedures that do the same.
• Wanting your team to always be better, you update shared resources/wikis like IT Glue and SharePoint to ensure others can find the information they need.
• Performing Return Merchandise Authorization (RMA) processing with vendor partners to ensure products are replaced or repaired according to warranty agreements.
• Ensuring to update your ticket notes and time entries for all onsite visits, you update and maintain accurate documentation to keep your team in the know.
• Preparing and deploying workstations, printers, network hardware equipment and other associated peripherals are responsibilities you handle regularly.

Qualifications

• Ability to travel to client sites
• Have valid drivers license
• With perseverance and hard work built into your DNA, you won’t give up until you find the right solution.
• A constant learner, you are willing to ask for help and share what you have learned with others.
• With an analytical mind and a kind spirit, you can explain solutions to people with varying degrees of technical knowledge.
• Accountable, you uphold the metrics and standards set by your Team Lead and look for opportunities to improve and advance performance.
• A passion for technical solutions, you have basic knowledge in areas like Windows Servers, Active Directory, Networking, and Virtualization.
• Minimum 1-year Service Desk/Support Experience or equivalent combination of education and experience
• Certifications in Microsoft, CompTIA A+/Network+ are considered an asset.
• Ability to be on-call/work after hours occasionally

What You Can Expect from Us

We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:

• Health Spending or RRSP Matching
• Three weeks vacation plus extra Flex Days
• Reimbursements for educational advancement and certifications
• Leadership development opportunities and growth coaching

Our Equal Opportunity Commitment

• F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law.
• For those requiring assistance with disabilities, information relating to accommodation and accommodation measures addressed confidentially. Please notify us in advance if any accommodations required.

Job Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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