IT Operations Analyst

Summary

Join Visier, a leader in people analytics, as an IT Ops Analyst! Based in Vancouver, Toronto, Berlin, or remotely, you'll provide Tier 1&2 technical support to internal teams. Your responsibilities include troubleshooting hardware and software issues, managing accounts, supporting collaboration tools, and documenting processes. You'll need post-secondary education, 1+ years of relevant experience, and strong communication skills. Experience with ServiceNow and ITIL Foundations is preferred. Visier offers a competitive salary (57k-71k CAD + bonus) and additional compensation opportunities.

Requirements

• 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
• Knowledge in at least one (1) language, ie: Python, Bash, JavaScript, Perl, etc
• Must have excellent English oral, comprehension and written communication skills and ability to convert technical terms into everyday language to ensure understanding
• Very detailed and team oriented individual with excellent customer service, interpersonal and problem solving skills
• Ability to lift/carry/move up to 50lbs

Responsibilities

• Provide Tier 1&2 support via phone or remote control to provide assistance 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
• Perform centralized administration duties such as setting up new Network/email accounts, password resets and changing access levels in various applications/drives
• Support collaboration tools such as G Suite (Drive, Docs, Gmail), Slack, Jira/Confluence, etc
• Use appropriate communication skills and questioning techniques to assess customer needs in a timely manner
• Maintain and document system procedures and processes
• Provide follow-up client contact to ensure satisfactory resolution of requests and to solicit input concerning need for support services
• Ensure quality of the incident record prior to resolving the incident
• May be asked to perform other duties as required

Preferred Qualifications

• Experience using an IT Service Management tracking system such as ServiceNow
• Customer service or Service Desk certification training
• Knowledge of ITIL Foundations

Benefits

• The base pay range for this position in Canada is 57k - 71k / year + bonus
• Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.)