The Position: Reporting to the Manager, Service Delivery - Our Sr.Systems Analyst is always available to resolve our client's technical issues in person and remotely. As a senior technician, you will be an escalation point for our more junior team members and a point of contact for our clients and vendors. You will be part of the team that forms the core of our service delivery and will have ample opportunity to utilize your technical skills and troubleshooting ability. Working with the Team Lead, the Sr.Systems Analyst will have advanced client knowledge and system knowledge including networking and servers: as well as advanced technical and computer knowledge. The Sr.Systems Analyst can resolve issues escalated from a Systems Analyst with increased speed and accuracy.
Responsibilities:- Resolve client issues promptly and with exceptional customer service.
- Remotely support client networks
- Escalate issues requiring an on-site technician in a timely manner with thorough notes.
- Maintain accurate technical notes and activity tracking.
- Manage time and commitments.
- Participate in making F12 a fun place to work.
- Maintain a pleasant and calm demeanor in stressful situations.
- Maintain prompt communication.
- Ability to troubleshoot server-based software issues with:
- Microsoft Windows Server 2012/2016/2019
- Microsoft Exchange 2013/2016/Office 365
- Microsoft SQL Server (basic understanding)
- Microsoft Terminal Server (RDS) 2012/2016/2019
- Microsoft Hyper-V and VMWare/ESXi/VSphere
- Major AV/Security packages
- Office 365/Azure/Entra ID/Intune administration/configuration/management
- VPN issues, BoVPN, IKEv2, IPSEC
- Firewalls/Switches/Aps Configuring/managing/troubleshooting
- Knowledge and understanding of various server/workstation peripherals.
- Working knowledge of workstation/server hardware and software troubleshooting abilities
- Working knowledge of DNS, the internet and mail flow
Requirements:- Minimum 3-5 years IT Help Desk/Support Experience
- Completion of multiple professionally recognized certifications
- Advanced trouble shooting ability.
- Understanding of virtualization technologies
- Experience managing and supporting 3rd party cloud services.
- Ability to be on-call/work after hours occasionally.
What You Can Expect from Us: We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and 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. Our comprehensive total rewards program includes:
- Work-Life & Growth: Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications.
- Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program.
- Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events.
