Analyst, Technical Alignment
IT Solutions is a fast-growing Managed Service Provider specializing in high-end technology solutions for small and mid-market businesses. The Analyst, Technical Alignment is responsible for providing proactive IT support to clients, ensuring all technologies are functioning properly and reducing the need for reactive support.
Responsibilities
- Adhere to our established Technology Alignment processes, procedures, and policies
- Assist with client onboarding and offboarding procedures
- Provide proactive IT support to clients, ensuring all physical and digital networks are operating smoothly without any interruptions
- Monitor and remedy client infrastructure issues and alerts in a timely manner
- Perform regular onsite proactive services that will reduce the need for reactive support
- Perform regular checks for maintenance installation to ensure all systems are running smoothly
- Document system reviews, recommendations, internal processes, and procedures
- Escalate client issues to the Technology Alignment Team Lead if need be
- Provide additional IT support to other departments as required
- Participate in after-hours on call and/or on call escalation rotations as assigned
- Other assignments as instructed by the Technology Alignment Team Lead
- Attend regular internal/external meetings
- All other duties and responsibilities as assigned by the Technology Alignment Team Lead
Skills
- Post-secondary diploma or bachelor's degree in Computer Science or Information Technology; and/or 1-5 years of proven technical support experience
- Any of the following professional IT certifications: Microsoft, Citrix, Sophos, Cisco, Comptia
- Proven experience providing network administrative support
- Previous experience working with VMware, Windows Servers, RMM, and PSA
- Advanced MS Windows Server administrative skills and support skills
- Experience in administering, managing, and troubleshooting patch management tools
- Sound knowledge of backups and Disaster Recovery software and strategies
- Experience with Datto BDR and VEAM
- Excellent communication, interpersonal, and active listening skills
- Professional, proactive, and personable telephone etiquette
- Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries
- Ability to solve problems independently, effectively, and efficiently
- Ability to multi-task and work under tight deadlines
- Ability to manage changing priorities effectively and efficiently
- Strong team player spirit is a must
- Must be willing to work in a hybrid working environment
- Must be willing to attend the office or client worksites in-person when required
- Previous experience working with a Managed service provider is an asset
- Experience in creating custom scripts using Remote Management Tools, such as ConnectWise, Automate, or Datto will be an asset
Benefits
- Comprehensive Group Benefits Program
- Paid Holidays and Vacation
- Company-paid life
- Employee Assistance Program
- Company-paid training, materials, and exams
- Performance-based bonuses
- Flexible/hybrid work arrangements
Company Overview