Job Purpose:
The Service Operations Analyst I is an entry-level technical support role that involves aiding clients and end-users who are experiencing issues with their IT systems. The Service Operations Analyst I is responsible for working in our ITSM system, responding to contacts, troubleshooting technical issues, and escalating to the appropriate teams for resolution when required.
The Service Operations Analyst I is a critical role that involves providing high-quality customer service and technical support to clients while simultaneously monitoring and maintaining IT infrastructure as needed. Many people in this role will have the opportunity to transition into specialized technical support roles.
Additionally, Service Operations Analyst I will work onsite in a Data Centre environment and assist with device racking and unracking, including cabling on an as needed basis. They are responsible for regular checks of Building Management Systems which includes physical walkabouts of the Facility.
Essential Functions:
Provide technical support to multiple clients via phone, chat, email
Escalation to appropriate team members or leadership as necessary
Monitoring IT infrastructure and identifying potential issues before they manifest
Excellent communication and interpersonal skills are considered an asset
Continuing education and/or professional development to stay current with industry standards and best practices.
Assist in racking and unracking of devices, including cabling (power, network).
Perform regularly scheduled checks of the Facility.
Identify, plan, and implement improvements in all processes as needed.
Bilingualism (English and French) highly desirable and considered an asset.
Education:
Two years of College or Technical School resulting in diploma or equivalent
Certifications, Accreditations, Licenses:
Professional certifications; ITIL, A+, Network+, Microsoft 365 and/or Azure fundamentals (or equivalent) are highly desirable.
Relevant Work Experience:
0-2 years in related field
Special Knowledge, Skills and Abilities:
Previous experience in a technical support role considered an asset
Broad understanding of IT systems
Ability to identify and troubleshoot a wide range of technical issues
Experience working in a service desk or NOC environment
Knowledge of industry best practices and standards for IT service delivery considered an asset
ServiceNow experience considered an asset
Strong communication and interpersonal skills
Excellent problem-solving and decision-making skills, which would include handling complex issues and escalating them as needed
Experience with monitoring and maintaining IT systems including network performance and identifying potential issues
A proven track record of providing high-quality customer service and/or technical support is desirable
Bilingualism (English and French) highly desirable and considered an asset.
Supervisory Responsibility:
This position does not have any supervisory responsibilities
Work Environment:
· Work onsite full-time in an office environment within HRM
· Work in an environment where calls are monitored and/or recorded.
· Work in an environment that is protected by Live and Recorded camera feeds.
· Must be able to work on-site within HRM
· Must be able to travel 0 -- 20% within Province
· Must be able to work shifts including nights / weekends / Holidays
· Must be able to lift up to 50 pounds (“Team Lift” for 50+ lbs)
· Must be able to move safely over uneven terrain or in confined spaces
· Must be able to work outside in extreme weather for short periods of time
· Must be able to wear personal protective gear as required
· Limited ability to work remotely (0-10%)
LI-Onsite #LI-PK1
Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.
