Infrastructure Analyst

Expera IT; Calgary; On-site; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision care

Birthday off

Job summary

Expera IT is seeking an Infrastructure Analyst to manage the lifecycle and maintenance of IT infrastructure, including servers, storage, and system management components. You will support multiple clients, work on-site in Calgary, and visit client locations as needed.

Ideal candidates have 5+ years of experience in MSP settings, strong knowledge of Windows Server, Azure, virtualization, and AD services, and a proactive, collaborative mindset. This role offers growth in a dynamic team.

Qualifications

• MS Office 365 and administration experience
• Strong troubleshooting and problem-solving skills
• Excellent communication and client-facing abilities

Responsibilities

• Monitor incoming requests regularly and triage tasks.
• Respond to client requests by phone or email within SLAs.
• Provide onsite and remote support for client environments.
• Update ticketing system notes and time entries in real-time.
• Create and maintain network and process documentation.

Job description

Imagine a world where entrepreneurs and their businesses can focus on making a positive impact on the world we live in. Where they can do their work using great technology, supported by great people, that simply works the way it’s supposed to!

That’s what we do, and we need your help.

For over 27 years, Expera IT has worked with hundreds of small and medium sized businesses helping them with their technology needs so they can thrive, grow, and achieve their vision.

You can learn more about Expera Information Technology and Vincent Fung's work here:

www.experaIT.com

www.linkedin.com/in/vfungexperait

www.facebook.com/ExperaIT

https://www.linkedin.com/company/experait/

Why Join Us?

This is not your typical office job. Our passionately engaged team of A-players is beyond awesome! We’re an energetic, fun, focused, and effective group who thrives on big challenges. We have a strong culture of freedom, responsibility, and innovation that fosters minds who wish to experience personal and professional growth on another level. Our culture is fast-paced and we consider our work our “art,” striving for excellence in everything we do. We’re also super proud of the fact that we were recently named one of Canada’s Top 50 Best Managed IT Companies and a Top Growing Company 6 years in a row!

Why Else?

We offer an extensive benefits package for all full-time employees, including medical, dental, vision and more. What’s that you say? You want a day off on your birthday? Consider it done! We're looking for smart, forward-thinking problem solvers to join our team, this means plenty of growth potential and opportunities for you, that’s right, YOU!

If inside you're saying, \"Hell Yeah!\" please continue...Our Infrastructure Analyst position will be a key role in the future success of our organization. We are building the foundation to support massive growth and impact. There are exciting opportunities to help truly make a difference in our company and build a team to help drive our vision forward of helping entrepreneurs build successful high-growth businesses that will shape the world.

Ok, now on to the serious stuff...

Infrastructure Analyst Summary:

As an Infrastructure Analyst, you will be part of a team that organizes and oversees the life cycle and maintenance of our IT infrastructure, including servers, storage, and system management components. You are expected to have full understanding of every client's infrastructure and be able to provide support where and when needed. You’ll work on-site at our Calgary office and visit client locations as needed.

As a Infrastructure Analyst, you will be accountable to:

• Monitor incoming requests regularly.


• Respond to client requests by phone or email consistently within the expected timeframe.


• Successfully take care of a throughput of 2-5 requests per day.


• Communicate early and often with clients and teammates regarding outstanding issues.


• Solve a wide range of technology related business and productivity issues.


• Provide onsite support when remote support is not possible.


• Adhere to scheduled requests to meet client expectations.


• Implement solutions utilizing simple, proven technologies that address the root cause of an issue.


• Investigate suspicious activity


• Respond to security incidents as they occur


• Accurately determine proper course of action when facing conflicting priorities


• Update ticketing system notes and time entries in real-time.


• Update client documentation accurately.


• Create and maintain network documentation accurately.


• Create and maintain process documentation regularly.


• Train, mentor and assist team members, and act as a point of escalation for the Focus Team.


• Participate in pre-sales tasks for potential new clients such as network assessments.


• Develop technical skills and knowledge to increase ability to resolve requests more efficiently.

Infrastructure Analyst Requirements:

• Post-Secondary Certificate or Diploma in computer science, engineer, business or other related field or equivalent experience


• Minimum 5 years technical work experience and experience working in a MSP is an asset.


• Strong working knowledge of Windows Server environments and roles including, Windows 2012, 2012R2, 2016, 2019, 2022 as well as Cloud environments (MS Azure)


• Demonstrated Proficiency in MS Office 365 applications and administration


• Demonstrated Proficiency in desktop operating systems (Windows and/or Mac), Terminal Services, VPN technologies, Anti-virus solutions.


• Knowledge of AVD – support & maintenance


• Proficiency in Active Directory, DNS, DHCP, Group Policy, and Powershell Administration


• Exceptional troubleshooting skills and understanding of LAN/WAN network topologies, network and security appliances.


• Excellent knowledge of virtualization technologies including VMWare, Hyper-V, and Azure


• Citrix Certification and VMWare Certification is an asset


• Experience with Microsoft Office 365 migrations and management


• Experience with Google Apps migrations and management


• Experience with Microsoft Azure and/or Amazon AWS


• Motivated individual with proven initiative.


• Professional appearance and manners.


• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.


• Able to work efficiently as a part of a team as well as independently.


• Attention to detail in all areas of work.


• Strong problem identification and problem resolution skills.


• Microsoft Certifications are a strong asset. If not currently held, they must be obtained after hire.


• Candidates must hold a valid driver’s license and be comfortable driving for work-related purposes.


• You must be legally entitled to work in Canada without sponsorship.

Expera IT’s Core Obsessions:

• Own It & Get ‘er Done Right!


• Prevent the Preventable


• Deliver Service That Wows, Stat!


• Pursue Growth & Learning


• Collaborate & Communicate


• Be Confident Yet Humble