Operations Support Analyst

Jazz Aviation; Halifax; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated IT support professional to join their team. This role involves maintaining and supporting critical operational systems, ensuring the health of production environments, and providing top-notch technical assistance to users. You will engage in a variety of tasks, from managing server operations to troubleshooting end-user devices, all while working in a collaborative and inclusive environment. If you are passionate about technology and eager to contribute to a team that values diversity and accessibility, this opportunity is perfect for you.

Qualifications

• 3+ years of experience in networking support and troubleshooting.
• University degree or technical diploma in Computer Science preferred.

Responsibilities

• Monitor and maintain Operational and Business Critical Systems.
• Provide 1st and 2nd tier support for IT Infrastructure Services.

Skills

Troubleshooting

Problem-solving

Technical communication

Interpersonal skills

Time management

Education

University Degree in Computer Science

Technical College Diploma

Tools

Backup Software (Veeam / Data Protector / Backup Exec)

Citrix

VM Ware

Windows 10

Windows Server 2019

Remote support tools (Beyond Trust)

VPN Technologies

Active Directory

Job description

Purpose of Position:

This role is responsible to support and maintain Operational and Business Critical Systems. To provide 1st and 2nd tier support to IT Infrastructure Services such as, but not limited to: end user computing devices, wide-area and local-area networks, servers, storage, backup software, Citrix environments, Flight System applications and associated technologies.

The successful candidate will be working shifts, onsite at the Jazz headquarters located in Halifax.

Key Responsibilities:

1. Monitor, manage and maintain Operational and Business Critical Systems. This includes Applications, Servers, Storage, Networks; as well as any related technology required to provide the services delivered by IT department.
2. Monitor, manage, and provide second tier support for hardware and software of Priority Systems to maintain the health and stability of the Production Environment. This includes tasks such as: Server Operating Systems & Physical / Virtual Hardware, Applications required for the service to run successfully, escalate issues to Tier 3 SME’s / Vendors.
3. Monitor and manage data backup solutions and media retention schedules.
4. Record and process requests in the ITSM software.
5. Participate in department meeting and encourage ongoing teamwork in meetings, open dialogue, team challenges and informal collective experiences.
6. Provide all levels of technical support from critical to low priority for our customers. Including but not limited to, desktops, laptops, peripheral devices, mobility devices and software.
7. Provide after Business hours 1st tier and 2nd tier problem resolution for IS services.
8. Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers.
9. Other related duties as assigned.

Qualifications:

1. University Degree or Technical College Diploma in Computer Science is preferred.
2. Basic Knowledge and experience in the following are required:
   
   • Backup Software (Veeam / Data Protector / Backup Exec),
   • Citrix, VM Ware, ESX.
   • Windows operating system such as Windows 10, Windows Server 2019.
   • Remote support tools, like Beyond Trust.
   • VPN, WAN/LAN, VOIP Technologies.
   • Active Directory.
3. Experience working with client/server applications and desktop/printer administration and support is required.
4. Any certifications from Cisco, CompTIA, Microsoft are an asset.
5. Minimum 3 years experience in networking support and troubleshooting is preferred.
6. Must obtain/maintain Restricted Area Identification Card (RAIC) upon employment.
7. Knowledge of SAN Technologies, Virtualization Technologies, and Enterprise Server Configuration is considered an asset.
8. Knowledge of Airline Industry and/or Sabre Suite of Applications considered an asset.
9. Excellent trouble shooting and problem-solving skills.
10. Technical and nontechnical communication skills.
11. Excellent interpersonal skills.
12. Ability to multitask and manage time effectively.

We strive to make our workplace accessible for people with disabilities. We want to ensure that you are prepared for success and therefore request that you please let us know at [e-mail] if you would benefit from an accommodation during the recruitment process.

Jazz recognizes that the best talent includes people of all backgrounds, abilities and points of view. To be a leader in our industry, Jazz celebrates diversity and values the uniqueness that each individual has to offer. We empower our people to foster an internal culture of inclusion, creating safe workspaces where everyone can be their authentic self. Meeting the needs of our diverse passengers is critical to our success and we recognize the importance of a workforce that is reflective of the communities we serve.