Infrastructure Support Analyst
N. Harris Computer Corporation - CAD
Location
Ottawa, ON | Canada
Job description
Infrastructure Support Analyst
CityView - Remote
The Infrastructure Support Analyst provides application support to customers involving answering complex questions, performing software installations and updates, contributing to a knowledge base, and serving as a support liaison between the company and the customer. Internally, the Infrastructure Support Analyst provides infrastructure support to maintain uptime of the application.
This position is budgeted for a starting salary of 40,000 - 60,000/year CAD based on experience.
- Lead the implementation and deployment of our applications within clients' environments
- Responsible for infrastructure system monitoring/availability and supervising routine maintenance tasks
- Respond to incoming customer tickets (phone, email, ticketing system)
- Prioritization of tasks with excellent time management
- Interpret problems and determine necessary troubleshooting steps
- Develop a close working relationship with other departments
- Monitor and follow-up on open customer support issues
- Keep records and systems updated with accurate status and progress information
- Occasionally provide internal technical support
- Occasionally provide assistance to the Sales team
- Develop excellent product knowledge to be able to address a wide variety of user and technical issues. Contribute to documentation and other process improvement initiatives.
- Provide off hours support for our infrastructure as required to ensure it is up and available 24/7/365 with minimal downtime.
- Perform updates, deletions, and adds to the database as required to resolve customers support tickets.
- Recognize code issues and escalate to Development
Required Skills and Experience:
- Bachelor's Degree or Diploma in a Computer-related discipline, or equivalent job experience.
- Experience conducting complex software installations using MSI
- Knowledge of and experience working with SSL certificates
- Experience working with WinDev
- DBA knowledge/experience of MS SQL (querying, configuration, replication, data migration) including high availability/clustering, load balancing, performance monitoring and tuning.
- Understanding of Microsoft Azure cloud, network operations
- Experience with Contact Management, SaaS, or other similar applications
- Exceptional troubleshooting skills, analytic nature, tenacity, and desire to solve problems
- Ability to work effectively in a team environment with technical and non-technical stakeholders
- Attention to detail, time management and organizational skills
- Ability to meet deadlines, follow-up and perform under pressure
- Positive, proactive, take-charge attitude
What will make you stand out?
- Microsoft certifications and/or certifications in cloud operations and networking.
- Understanding of IaaS, PaaS, SaaS and Cloud design
- Understanding and ability to promptly diagnose and remedy cloud related problems and failures
- Experience working with a 24/7/365 SaaS application
- Demonstrated expertise in working within a multi-tenant architecture
- Experience handling Personally Identifiable Information (PII), and adhering to HIPAA regulations.
- Previous experience working with or for a non-profit
Job tags
Salary
