Analyst, Managed Services

IT Solutions; Markham; Hybrid; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits

Paid holidays and vacation

Life insurance

Training and exams

Performance bonuses

Hybrid work arrangements

Job summary

IT Solutions in Markham, Ontario, is seeking a dedicated Analyst, Managed, Services to join the Managed Services team. You will support multiple clients and handle inbound and escalated inquiries on the Service Desk, applying relentless problem solving and a customer-first mindset.

The ideal candidate will triage tickets, collaborate with internal groups and vendors, and manage network and security technologies while documenting activities.

Qualifications

• 2+ years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, datacenter and security technologies.
• 3 years in a helpdesk role, triaging reported issues and incidents by customers.
• Experience with Windows desktops/servers and Office 365 Exchange online.

Responsibilities

• Manage service tickets assigned to your personal and team queue and respond in agreed-upon timeframe.
• Provide superior service to customers 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 and guide teammates on processes.
• Manage network, datacenter, security, and voice technologies (Cisco, Sonicwall, Palo Alto, etc.).
• Analyze logs, track incident resolution, and perform routing incident analysis.
• Use monitoring tools to investigate issues and respond to events (e.g., Kaseya, Connectwise Automate, Nagios).
• Interact with vendors and drive resolution while providing regular updates to stakeholders.
• Escalate to multiple technical groups and coordinate client updates to drive incidents to resolution.
• Work with Service Desk Team to assign tickets and produce detailed service reports.
• Participate in weekly on-call rotation; travel onsite to client offices; work onsite in Markham or from home as needed.

Skills

Client facing

Communication

Organized

Problem solving

Microsoft 365

Active Directory

Technical troubleshooting

Education

Bachelor's Degree or equivalent in engineering, business, or IT

Tools

ConnectWise Manage

Microsoft 365

Active Directory

Job description

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:

TheAnalyst, Managed, Services is part of the Managed Services team responsible for supporting multiple clients and handling inbound and escalated inquiriesonthe 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 learningnew technologieson theflywhile 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 posting is an existing vacancy.

Requirements:

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:

TheAnalyst, Managed, Services is part of the Managed Services team responsible for supporting multiple clients and handling inbound and escalated inquiriesonthe 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 learningnew technologieson theflywhile 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.

Responsibilities:

• Manage service tickets assigned to yourpersonalandteamqueue and respond in agreed-upontimeframe.
• Provide superior service to customers and clients with limited supervision consistently.
• Provides remote hardware/software support, documentation, supportlogsand other related information throughouttriageprocess.
• Act asinternalescalationpointfor other Technicians to engagefortechnicalassistanceor 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 monitoringevents,this can include but not be limited to Kaseya VSA,ConnectwiseAutomate,LogicMonitor, Nagios, etc.
• Assistsin monitoring andmaintainingnetwork hardware and software;analyzesandtroubleshootsthe 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 andoperateson the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
• Interactand 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 ServiceDeskTeam.
• 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 workedonsiteat IT Solutions inMarkham, Ontarioor at times working from home.

Experience:

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 andtakethe 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.
• Understandingofall 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, datacenterand 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 ispreferred

Certificates, Licenses, Registrations:

• CompTIA A+, Microsoft Windows, Apple macOS certification, Cisco Certifications notrequiredbut would be a plus

Compensation Package:

This position is eligible for a base salary of $60,000 - $70,000 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 tocitizenship, 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 provinciallaws.

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.