Systems Analyst - Senior - Vancouver

PCM Canada - Vancouver, BC (8 months ago)

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Senior Systems Analyst, Vancouver

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, Vancouver):
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
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
Access Points
Storage Arrays
General software troubleshooting
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
Foundational knowledge of Microsoft technologies, networking, backup and other infrastructure platforms
Experience with Microsoft Azure services
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
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
Experience with SAN and NAS appliances
Linux Administration Experience
Extensive Networking 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.
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).

As a condition of employment, this job is subject to the successful completion of the following Pre-employment conditions: Reference Checks, Criminal Background Checks and a Driver's Abstract if required for the role.