Service Desk Analyst

Pelmorex Media - Oakville, ON (30+ days ago)

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Do you want to be a part of an organization that:
  • gives back to the community
  • has leadership that inspires, coaches and mentors
  • allows you to speak up and be heard
  • AND ... likes to have FUN?
What about tech? Cutting edge solutions? Big Data and AI? Pelmorex has all of that covered!

Founded in 1989, Pelmorex has become an international weather information and data management company. We own and operate the popular weather brands: The Weather Network, MeteoMedia, Eltiempo.es, Clima and Otempo.pt. We also operate the National Alert Aggregation and Dissemination (NAAD) System, which is the technical backbone of Alert Ready, Canada's Emergency Alerting System.

Why we need you…

As a Service Desk Analyst you will be the first point of contact for all Pelmorex clients and employees for all Pelmorex systems related issues and end-user support while providing excellent customer service. The purpose of the Service Desk Analyst is to monitor, troubleshoot and restore client service within the set SLA’s for incidents and any support requests reported. In this role you have the opportunity to work closely with multiple internal teams such as systems administrators and development teams.

What's the day to day look like:
Monitor Pelmorex I.T. Network operational infrastructure and services such as Web sites, Data feeds, applications platforms, Active directory, DNS’s infrastructures including AWS, Azure, GCP cloud services to ensure proper functionality. Any irregularities must be reported, investigated, resolved and documented in a timely manner.
Diagnoses, troubleshoots end-user desktop and laptop application issues and provides an appropriate solution.
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
Communicates with customers at all levels of technical and non-technical skills sets.
Support for PCs, laptops, printers, cell phones, and tablets etc.
Physically install and deploy new equipment as required.
Support end users in their use of applications such as G suite products, Microsoft Office, VPN etc.
Provide support for video conferencing,backup system, anti-virus, various computer hardware, etc.)
Triage, troubleshoot and resolve the daily technical issues reported, ensure SLA’s are met, escalate as appropriate to 2nd level support team while maintaining incident ownership until closed.
Ensure the delivery of optimal results against appropriate performance metrics;
Install and arrange new equipment for the data center. This may include physically upgrading internal system components (CPU), memory hard drives, fiber cables, copper, and more..

Roles, responsibilities and duties may evolve and change over time.
Where are you right now?
You are currently a junior to intermediate Service Desk Analyst who is looking for growth opportunities and is looking to work in a company with diverse skill sets - from technology to media. You are already working in a 24/7 client service environment and have good experience working with Linux (CentOS). You are often the go-to problem solver for any IT issue and love the satisfaction of solving complex issues in multiple environments. . You want to be part of a team where you can bring your experience and want to learn new skills.
What will you bring?
Minimum of 3 years’ experience in a technical support environment with 24/7 customer service
Excellent verbal and written communication skills
Excellent troubleshooting skills cross multi environment
Good working knowledge of Linux (CentOS), Microsoft Windows Servers (2008/2012/2016) Windows 10, OSX, Active Directory DNS, G Suite, O365, VMware, AWS and Azure services
Good working knowledge to perform basic repair of damaged or faulty network equipment and devices
Ability to provide remote support
Excellent customer service skills. You always go above and beyond to solve a clients problem
Flexibility with work hours when required.
You are Made for This if You…
Research is your jam and you have the ability to conduct research into a wide range of computing issues as required
Are you a customer service wiz - you provide excellent customer service skills, attitude and professionalism and are able to deal effectively with all levels of employees
Are you someone who likes building relationships and has excellent interpersonal skills, with a focus on listening and questioning
Are you self driven - you have the ability to work under pressure with minimal supervision
Do you consider yourself to be a sponge, do you have the ability to absorb and retain information quickly
The nitty gritty excites you and you are detail oriented, meticulous
Are you someone who enjoys wearing many hats and are able to multitask, manage time and work in a fast-paced environment
Okay about the cool stuff…
Medical & health benefits
RRSP Matching
Fitness Allowance Casual Dress Code..we want you to feel comfortable in your own skin!
Flexible Work Environment

Our promise to you:
We’re highly focused on doing the right thing
We’ll discuss issues and timelines professionally, so you have the time you need to do the best work you can
We’re a team that enjoys learning and we’re open to trying new things
We’ll try our best not to bog you down with boring meetings
You will be making meaningful contributions to your team and learn new skills
Through constant innovation and entrepreneurship, Pelmorex has grown to reach consumers around the globe, has become one of the largest weather information providers and has broken new ground in providing data solutions and insights to businesses. Through harnessing the value of weather, Pelmorex is driven to make the world smarter and safer for consumers and businesses. #youwanttoworkhere