Analyst, Managed Services

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary:

The Analyst, Managed, Services is part of the Managed Services team responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.  

This position is open due to a vacancy.

Responsibilities:  

• Manage service tickets assigned to your personal and team queue and respond in agreed-upon timeframe. 
• Provide superior service to customers and clients with limited supervision consistently. 
• Provides remote hardware/software support, documentation, support logs and other related information throughout triage process. 
• Act as internal escalation point for other Technicians to engage for technical assistance or process guidance and provide guidance to teammates on operational processes, troubleshooting or customer service. 
• Responsible for the management of network, datacenter, security, and voice technologies. This includes but is not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp and other technologies. 
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis. 
• Uses monitoring tools to investigate potential issues or respond to monitoring events, this can include but not be limited to Kaseya VSA, Connectwise Automate, LogicMonitor, Nagios, etc. 
• Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.  
• Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders. 
• Interact and work directly with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time. 
• Work regularly with internal service and project coordinators who assign tickets to the Service DeskTeam.  
• Produce detailed service reports regularly and communicate updates or changes internally and to the clients.  
• Participate in a week-long on-call rotation a few times per year. 
• Travel onsite to client offices to provide services. Days not spent traveling will be worked onsite at IT Solutions in Markham, Ontario or at times working from home. 

Knowledge, Skills, and Abilities: 

• Confident and comfortable with client facing activity. 
• Strong oral and written communication skills  
• Communicate effectively with internal team members, customers, clients, and stakeholders.  
• Maintains the ability to stay organized and be detail oriented.   
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence.  
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment.  
• Understanding of all Microsoft 365 offerings, as well as a basic understanding of Active Directory. 
• Ability to lift at least 50 pounds and be comfortable with climbing up step ladders. 

Experience: 

• Bachelor's Degree, or equivalent level of experience, in an engineering, business, or IT-related field preferred   
• 2+ years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies. 
• 3 years in a helpdesk role, triaging reported issues and incidents by customers. 
• Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions. 
• Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.   
• Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc. 
• Experience with a ticketing system, such as ConnectWise Manage 
• Experience supporting virtual desktop environments: Multi-Server Remote Desktop Server farm w/ Secure Gateway is preferred 

Certificates, Licenses, Registrations: 

• CompTIA A+, Microsoft Windows, Apple macOS certification, Cisco Certifications not required but would be a plus 

This position is eligible for a base salary of $60,000 - $73,000 CAN annually.

Additionally, ITS offers a full benefits package, including:  

• Comprehensive Group Benefits Program
• Paid Holidays and Vacation 
• Company-paid life Employee Assistance Program 
• Company-paid training, materials, and exams  
• Performance-based bonuses  
• Flexible/hybrid work arrangements

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance (in housing) and record of offences (in employment), or any other characteristic protected by federal or provincial laws. 

We are happy to provide accommodations at any stage of the recruitment process. Should you require any accommodations, please do not hesitate to let us know.