IT Operations Analyst - On Call (Casual employment)

Pelmorex; Oakville; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in weather solutions is seeking an IT Operations Analyst to provide exceptional support for clients and employees. This role involves monitoring and troubleshooting IT systems, ensuring alignment with business needs, and maintaining high service levels in a dynamic environment. Ideal candidates will have strong technical skills, excellent customer service abilities, and thrive in a fast-paced, on-call position.

Qualifications

• At least 3 years of experience in a technical support environment.
• Strong troubleshooting skills across multiple environments.
• Excellent verbal and written communication skills.

Responsibilities

• Provide 1st and 2nd level support on a 24/7 rotating shift basis.
• Monitor IT infrastructure and services, ensuring optimal performance.
• Diagnose and troubleshoot end-user desktop and laptop issues.

Skills

Linux

Kubernetes

Problem Solving

Customer Service

Communication

Tools

AWS

Azure

G Suite

O365

VMware

Job description

ARE YOU INTERESTED IN A WORKPLACE THAT HAS...

An IDEAS (Inclusion, Diversity, Equity, Awareness, Solidarity) team

Weather is inclusive, and we will be too. Our IDEAS team is committed to making this happen!

Open and transparent communication, including All Hands Meetings with our CEO

Frequent employee pulse surveys — we value your feedback so we can continue to make Pelmorex a great place to work!

While we encourage 1:1 conversations, we recognize that not everyone is comfortable speaking up. We have an anonymous reporting platform (Speakfully) to ensure everyone’s voice is heard.

HAVE WE GOT YOUR ATTENTION? WANT TO LEARN MORE?

Read about us here! (spoiler alert… we are the home of The Weather Network) Canada’s #1 most trusted brand in media for the third year in a row!

WHY WE NEED YOU? GLAD YOU ASKED...

As IT Operations Analyst, you will be the first point of contact for all Pelmorex clients and employees for all Pelmorex systems related issues and end-user support, while providing excellent customer service.

The purpose of the IT Operations Analyst is to monitor, troubleshoot, and restore client service within set SLAs for incidents and support requests. You will work closely with internal teams such as systems administrators and development teams to ensure IT services align with business needs and that IT Operations processes are followed. Responsibilities also include development, integration, testing, and maintenance of proprietary platform applications.

Please note that this is an On-call position, which means there are "No Guaranteed hours," and you will be called as needed.

As an on-call employee, your working hours will vary based on operational needs. There is no obligation for the company to schedule you for a shift. You will be called upon to cover for vacations, sick days, or unplanned events.

WHAT'S THE DAY-TO-DAY LIKE?

• On a 24/7 rotating shift basis, provide 1st and 2nd level support, monitor Pelmorex IT infrastructure and services such as websites, data feeds, applications, Active Directory, DNS, including cloud services like AWS, Azure, GCP. Report, investigate, resolve, and document irregularities promptly.
• Diagnose and troubleshoot end-user desktop and laptop issues, providing appropriate solutions.
• Manage accounts and perform maintenance for various applications and systems (e.g., create/modify user accounts, reset passwords).
• Communicate effectively with customers at all technical skill levels.
• Provide onsite and remote support for PCs, laptops, printers, mobile devices, etc.
• Physically install and deploy new equipment as needed.
• Support end users with applications like G Suite, Microsoft Office, VPN.
• Assist with video conferencing, backup systems, antivirus, hardware, etc.
• Triage, troubleshoot, and resolve daily technical issues, meet SLAs, escalate as needed, and maintain incident ownership.
• Ensure delivery of optimal results against performance metrics.
• Install and upgrade equipment in the data center, including hardware components.
• Identify incident trends, recommend, and implement improvements.
• Draft SOPs for daily maintenance and keep the team updated on new technologies.
• Establish clear communication channels for feedback.

Roles, responsibilities, and duties may evolve over time.

WHERE ARE YOU RIGHT NOW?

• You have strong experience with Linux systems, Kubernetes, and managing complex server environments.
• You thrive in 24/7 operations and are comfortable working on a rotating on-call schedule.
• You are known as a problem solver for high-impact issues, with deep knowledge of system architecture, automation, and container orchestration.

WE ARE HOPING YOU HAVE:

• At least 3 years of experience in a technical support environment with 24/7 customer service.
• Excellent verbal and written communication skills.
• Strong troubleshooting skills across multiple environments.
• Good knowledge of Linux (CentOS), Windows Servers, Windows 10, OSX, Active Directory, DNS, G Suite, O365, VMware, AWS, and Azure.
• Ability to perform basic repairs on network equipment and devices.
• Ability to provide remote support.
• Excellent customer service skills and a proactive attitude.
• Flexibility with work hours as needed.
• Understanding of system architecture, infrastructure platforms, business processes, and IT services.

YOU ARE MADE FOR THIS IF...

• You excel at customer service, professionalism, and effective communication.
• You enjoy building relationships, listening, and questioning.
• You are self-driven and can work under pressure with minimal supervision.
• You are detail-oriented and meticulous.
• You thrive in multitasking and managing time in a fast-paced environment.

DON’T MEET ALL THE REQUIREMENTS? DON’T WORRY

Pelmorex values diverse experiences. While desired qualifications are a plus, we encourage applicants with alternative backgrounds to apply. If your career is just starting or non-traditional, don’t hesitate. We seek people who will add to our culture, not just fit into it.

OUR PROMISE TO YOU...

We focus on doing the right thing, discussing issues professionally, and delivering results quickly to users. We enjoy learning new technologies, trying new things, and minimizing boring meetings. Pelmorex has led with trusted forecasts and alerts for over 35 years, providing reliable, innovative weather solutions that safeguard lives and power decisions. Join us and help turn weather potential into action.