IT Ops Analyst

Visier Solutions Inc; Vancouver; Hybrid; CAD 50,000 - 72,000; Full time

Job summary

A leading analytics firm in Vancouver is seeking an IT Ops Analyst to support its internal teams. The role requires a minimum of 1 year in a technical support environment, exceptional skills in troubleshooting Mac and Linux systems, and the ability to provide excellent customer service. This position offers a hybrid work model with competitive salary and benefits, including stock options, annual paid time off, and modern office facilities.

Benefits

Competitive salary

Annual company retreats

Health and wellness benefits

Pet-friendly office

Stock options or bonuses

Qualifications

• Minimum 1+ years experience in Technical Service Desk or Helpdesk.
• Exceptional support for Mac and Linux operating systems.
• Ability to lift/carry/move up to 50lbs.

Responsibilities

• Providing Tier 1 & 2 support for hardware and software issues.
• Performing centralized administration duties like setting up accounts.
• Maintaining and documenting system procedures and processes.

Skills

Customer service skills

Analytical mindset

Technical troubleshooting

Communication skills

Education

Post-secondary education

Tools

ServiceNow

G Suite

Slack

Jira

Confluence

Job description

Visier gives organizations a Workforce AI Edge: a set of AI-powered capabilities that help leaders understand the relationship between people and work, elevate the productivity of their employees, and win by adapting to change faster.

We’re a global leader in AI-powered people analytics, workforce planning, and compensation management solutions. All Visier technology is underpinned by its Real-time People Data Platform, which uses AI to unlock the business-transforming potential of people data, work data, and the fusion of both.

Founded in 2010 by the pioneers of business intelligence, Visier has over 60k customers in 75 countries – including enterprises like BASF, Panasonic, Experian, Amgen, eBay, Ford Motor Company, and more.

Visier is seeking an IT Ops Analyst with an analytical mindset, elevated communication skills and a passion for problem solving to provide fast and reliable support and service for our internal teams based in Vancouver, Toronto, Berlin, and remotely.

You will be locally based in Vancouver and as a member of Visier’s Information Technology Department’s Service Desk Team, will bring your strong communication skills, service excellence, and ability to troubleshoot technical problems to each day.

What You’ll be Doing

• Providing Tier 1 & 2 support via phone or remote control to assist on a variety of hardware and software issues including hardware/operating system support, peripheral devices, communication problems, application support, basic network support issues and system access issues.
• Performing centralized administration duties such as setting up new network/email accounts, password resets and changing access levels in various applications/drives. Supporting collaboration tools such as G Suite (Drive, Docs, Gmail), Slack, Jira/Confluence, etc.
• Using appropriate communication skills and questioning techniques to assess customer needs in a timely manner.
• Maintaining and documenting system procedures and processes.
• Providing follow-up client contact to ensure satisfactory resolution of requests and to solicit input concerning need for support services.
• Ensuring quality of the incident record prior to resolving the incident.
• May be asked to perform other duties as required.

What You’ll Bring to the Table

• Post‑secondary education and minimum 1+ years experience in a technical‑focused Service Desk, Helpdesk or Desktop environment dealing with hardware & software issues.
• Extensive knowledge of desktops, laptops, printers, mobile devices, and all peripherals including audio/video devices.
• Exceptional ability to support Mac and Linux operating systems.
• Experience using an IT Service Management tracking system such as ServiceNow is an asset.
• Customer service or Service Desk certification training an asset.
• Knowledge of ITIL Foundations is an asset.
• Ability to lift/carry/move up to 50lbs.

Values

• You roll up your sleeves.
• You make it easy.
• You are proud.
• You never stop learning.
• You play to win.

How We Work & What We Offer

• Fixed hybrid work model: 3 days a week in office (Tuesday, Wednesday, Thursday).
• Modern, pet‑friendly downtown office spaces with collaborative areas and an on‑site gym.
• Annual company All Hands in Vancouver – our entire organization travels to our Vancouver HQ for a week of team building, learning and breakout sessions.
• Competitive salary, and top‑tier health and wellness benefits.
• Stock options and/or bonus based on your role, location, and employment type.
• Generous paid time off, including volunteering days and extra days over the December holidays.

Base pay range: $50,000 – $72,000 per year + bonus.

Visier is committed to creating a diverse and inclusive workplace where every employee feels a sense of belonging. We strive to build a community that is connected to work, to each other, and to the company’s purpose. Your experience, perspective, and presence matter – and we are dedicated to ensuring a welcoming environment for everyone.