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Senior Systems Analyst (Stratiform)

Department: Managed & Technical Services
Location: Calgary

APPLICATION INSTRUCTIONS
Please email your resume in .doc, .docx, .pdf, .txt, .rtf, .html, or .ascii format to the address below. If you wish to enclose a cover letter, please include it in the body of your email message.

Senior Systems Analyst, Calgary

 

Stratiform was founded in 2012 and has quickly grown to prominence with a hand-picked team and our commitment to Do What’s Right. Our expertise in Microsoft and Cloud has led to our rapid growth and market-leading reputation with customers. At Stratiform, we have become one of Microsoft’s go-to cloud partners in Canada.

In 2017, Stratiform was purchased by PCM Canada. Our Managed Services business continues to grow, and as it does, we need to bolster the team with more senior resources to oversee our customers, both within Stratiform and the greater PCM Canada.

Key Responsibilities (Senior Systems Analyst, Calgary): 

Stratiform’s Managed Services are delivered out of Calgary, consisting of tier 1, tier 2, and tier 3 technicians. As a Senior Systems Analyst (Tier 3), you will be responsible for providing technical leadership along with the other tier 3 resources, handling escalations from tier 2 and providing strategic value to Managed Services customers working with your team lead, and solution delivery manager. You will assist with customer onboarding, process development, and other high value technical tasks.

The organization is in the process of migrating from legacy ConnectWise and ZenDesk platforms to PCM’s global, very mature, ServiceNow platform. There are Team Leads in Calgary and Edmonton that manage the day-to-day workloads, and two Solution Architects dedicated to Managed Services that assist the sales teams.

Key Responsibilities include:

  • Manage tickets
    • Own incidents from inception to resolution, you are the point of contact for our customers
    • Sometimes scheduling tickets will be required
    • Be responsive and ensure SLA’s are met with any tickets you handle
  • End-user support
    • End user support will be limited, but in cases where problems are escalated you will be engaged
    • Be responsive and respectful to end-user’s concerns, questions, and problems
    • Deal with issues related to
      •   
      • Workstations
      •   
      • Mobile Devices
      •   
      • General software troubleshooting
  • Server support
    • Correspond with and deal with contacts at customer organizations, whether they are IT Staff, or Managers
    • Deal with issues related to corporate infrastructure
      •   
      • Server Hardware
      •   
      • Switches
      •   
      • Routers
      •   
      • Firewalls
      •   
      • Access Points
      •   
      • Storage Arrays
    • Software
      •   
      • General software troubleshooting
      •   
      • Patching
  • Training
    • Responsible aiding in for mentorship and training of tier 1 and 2 resources
    • Tier 1 and 2 resources will engage you for guidance and leadership
  • You will be part of the tier 2 and 3 on-call rotation. This will potentially mean additional after-hours work, and additional compensation.
  • Own high value, highly technical tasks assigned by the SDM or team lead
    • As a highly skilled technical resource you may be engaged for process development, or technical guidance as required by the SDM or team lead
    • Assist team lead and SDM in technical discovery and assessment as our tools mature
    • Providing strategic technical advisory to managed services clients
  • You will be part of the team that deals with alerts from our monitoring systems, helping investigate and triage problems detected by our monitoring systems
  • Working flexibility is required, not everyone on the team starts and ends their day at the same time, we grant flexibility in the hours you work but expect there may be times you are required to work outside business hours too (this is a staple of IT)
  • Cross training and training as a team is a part of this role, if you possess skills other team members do not you may be expected to provide training, and if you require training other team members will provide you with training and mentorship as well
  • Respect and professionalism
    • Working hour flexibility is a benefit, but you will be expected to be communicative if you are unable to come in during your normal schedule
    • You are expected to work with your team, be respectful of your team mates, and conduct yourself with the utmost in professionalism
    • You will be respectful, and use appropriate language when dealing with customers and colleagues, we’re all adults and we expect you will understand what language is appropriate given your audience
    • Stratiform is a professional working environment, and we expect your attire, grooming, and hygiene reflect this, dress appropriately, and expect you may be expected to adhere to the dress standards of customers if you are required to go on site

Required Skills & Experience:  

  •  Post-secondary training or education in an applicable technology related program, or equivalent work experience
  •  8-10 years work experience in IT
  •  Experience working with, and understanding of Microsoft Operating Systems
  •  Experience working with, and understanding of Microsoft Office Products
  •  Experience with and understanding of virtualization technologies
  •  Knowledge of ITIL disciplines
  •  Excellent people skills
  •  Excellent written and verbal communication skills
  •  Willingness to support and mentor junior staff
  •  Excellent customer facing/customer service skills
  •  Able to demonstrate a high degree of flexibility including out of hours working
  •  Able to manage sensitive and sometimes confidential information
  •  Self-motivation and able to take responsibility
  •  Able to manage and prioritize and tasks and time efficiently
  •  Extensive Experience with troubleshooting and using computers and software
  •  Passion for technology and learning
  •  Easygoing, hardworking, team focused attitude
  • Foundational knowledge of Microsoft technologies, networking, backup and other infrastructure platforms
  • Experience with Microsoft Azure services

This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognize this and adopt a flexible approach to work. Job descriptions will be reviewed regularly and where necessary revised in accordance with organizational needs. Any major changes will be discussed with the post holder.

Desired Skills & Experience: 

  • Experience with Microsoft Azure services is a highly differentiating asset
  • Programming and or scripting knowledge an asset (PowerShell and C# in particular)
  • Customer service experience
  • Prior work in an IT environment
  • Experience with other Microsoft Software
  • Experience with the Microsoft Cloud Solution Provider (CSP) program
  • Experience with ServiceNow and Kaseya is an asset
  • Consulting experience

Candidates must be able to work independently. Characteristics of importance include but are not limited to customer service, problem solving, communication skills, and the ability to read/interpret the needs/wants of customers. 

Physical Requirements: 

  •  Handling maximum of 21-50 lbs.
  •  Lifting
    • 20- 50 lbs. (occasional) – low level lifting
    • 20- 50 lbs. (frequent) - waist level lifting
    • 20-50 lbs. (rare) – above shoulder lifting
    • 20- 50 lbs. (occasional) – front carry
    • 5-20 lbs. (rare) – side carry
    • Pushing/Pulling (hand carts and dollies)
    • 60-100 lbs. (occasional)
    •  Sitting/driving (constant)
    •  Trunk rotation (rare)
    •  Crouching/squatting/kneeling/crawling (occasional)
    •  Walking and standing (frequent)
    •  Climbing stairs (occasional)
    •  Hand use (frequent).

 

 

 

APPLICATION INSTRUCTIONS
Please email your resume in .doc, .docx, .pdf, .txt, .rtf, .html, or .ascii format to the address below. If you wish to enclose a cover letter, please include it in the body of your email message.

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