IT Service Desk Analyst - Tier 3

SiteTechnology; Surrey; On-site; CAD 70,000 - 100,000; Full time

Job summary

SiteTechnology is seeking a Tier 3 IT Service Desk Analyst to provide advanced technical support and lead complex IT initiatives. The ideal candidate will have extensive experience in enterprise IT support, with expertise in virtualization and cloud platforms. Join a growing company dedicated to client success and digital transformation.

Benefits

Competitive Compensation

Comprehensive Benefits

Career Growth

Convenient Location

Qualifications

• Minimum 5 years of experience in enterprise IT support, with at least 3 years in an advanced role.
• Expert knowledge of virtualization technologies (Hyper-V, VMware, Citrix).
• Strong networking expertise including VPNs, firewalls, routing, and switching.

Responsibilities

• Serve as the senior escalation point for complex technical issues.
• Assist with project scoping and IT architecture solutions.
• Lead complex technical issues from remediation through root cause analysis.

Skills

Virtualization technologies

Cloud platforms

Networking expertise

Troubleshooting complex issues

Communication skills

Education

Advanced Microsoft certifications

Hyper-V & VMware certifications

Cisco certifications

Job description

SiteTechnology

Site is a modern growth partner, built for growing mid-market businesses. We are a full-service technology and strategy firm, and our mission is to become the #1 mid-market focused consultancy in North America. Our unique approach combines deep industry knowledge with cutting-edge technology solutions, setting us apart in the market.

IT Support Technician

We are seeking an experienced Tier 3 IT Service Desk Analyst to join our technical team. This senior-level position serves as the highest escalation point for complex and critical technical issues, providing expert troubleshooting, project scope assistance, suggestions on IT architecture and infrastructure designs, and strategic technical guidance. The ideal candidate will possess advanced technical knowledge, exceptional problem-solving abilities, and the capacity to lead technical initiatives.

What you’ll be doing:

Advanced Technical Support

• Serve as the senior escalation point for the most complex and challenging technical issues
• Diagnose and resolve sophisticated problems related to enterprise systems, networks, and infrastructure
• Provide expert-level support for virtualization platforms including Hyper-V, VMware, and related technologies
• Provide expert-level support for cloud solutions like Microsoft Azure, AWS, and hybrid environments

System Architecture

• Assist with project scoping and complex IT architecture & infrastructure solutions for clients
• Perform advanced system administration and configuration for enterprise environments
• Respond to and execute disaster recovery and business continuity plans
• Conduct performance analysis and optimization for client systems

Technical Leadership

• Lead complex technical issues from remediation through root cause analysis and post incident review (Major Incident Response, etc)
• Develop and maintain technical documentation, procedures, and knowledge base articles
• Mentor Tier 1 and Tier 2 support staff and provide technical guidance
• Participate in a 24/7 on-call rotation for critical system issues and emergencies
• Collaborate with vendors to resolve complex third-party technical issues

A little bit about you:

• Minimum 5 years of experience in enterprise IT support, with at least 3 years in an advanced/specialist role
• Expert knowledge of virtualization technologies (Hyper-V, VMware, Citrix)
• Extensive experience with cloud platforms and infrastructure (Azure, AWS)
• Advanced understanding of Windows Server environments and Active Directory
• Strong networking expertise including VPNs, firewalls, routing, and switching
• Experience with SAN/NAS storage technologies and backup solutions
• Proficiency in PowerShell (Python, or other scripting languages is an asset!)
• Demonstrated ability to troubleshoot complex, multi-faceted technical issues
• Excellent communication skills with the ability to explain complex technical concepts

Preferred Qualifications (Optional, considered an asset to have)

• Advanced Microsoft certifications (MCSE, Azure Solutions Architect)
• Hyper-V & VMware certifications
• Cisco certifications (CCNA, CCNP)
• Experience with enterprise security solutions and best practices
• Knowledge of ITIL processes and service management frameworks
• Experience with monitoring systems and tools
• Familiarity with automation and orchestration technologies

SiteTechnology “Must Haves”:

• You have exceptional organizational skills, with the ability to manage multiple priorities
• You have a high level of integrity, confidentiality, and professionalism in handling sensitive client data
• You have a sense of humor and love to have fun, but take your responsibilities seriously
• You enjoy the fast-paced nature of a startup

Benefits of working for SiteTechnology:

• Competitive Compensation – We offer a salary that reflects your skills and experience.
• Comprehensive Benefits – Includes health coverage and a wellness spending account to support your well-being.
• Career Growth – Be part of a growing company with plenty of opportunities to advance and expand your role.
• Convenient Location – Our HQ is easily accessible off Hwy 1 and surrounded by great coffee shops and restaurants.

A Commitment to Growth and Excellence:

SiteTechnology is dedicated to continuous improvement and growth. We aim to not only meet but exceed the expectations of our clients. Our goal is to be recognized not just as a provider of technology solutions, but as a true partner in our clients' journey towards digital transformation.