Helpdesk Analyst II - Jobs in Calgary, AB

Job Description

Youthful company with ambitious growth endeavoursOngoing technology support & projects across multiple platformsA great place to work without the bureaucracy!Ample opportunity for growth and promotionAbout ProactisWe are a boutique IT Service company in downtown Calgary with SMB clients in Alberta. Were looking for the right additions to our team.Our aim: to make things easier for our clients. That includes top shelf customer service & support, and solutions driven by thoughtful IT Roadmaps that empower our clients to achieve their goals with best-fit technology. We are a hard working, fast moving team, always aiming to improve, and obsessed with providing a superb experience for our customers.Read this part carefullyOur application process will require a decent time commitment from you (and us).So, seriously, please read the following two sections carefully and decide if its worth both our time for you to proceed.Apply If:

• You are Passionate about customer experience, innovation, and continuous improvement.
• You are Humble: Would never make clients feel small (there are no stupid questions). Were experts in our field, and so are they.
• You are Self-motivated and highly resourceful.
• You are Organized and can manage priorities on the fly.
• You have excellent “bedside manner” and a sense of humour (vitally important!).
• You possess a hunger and willingness to learn and grow in technical knowledge and responsibility.
• You are a tenacious problem solver who’s not afraid to jump into the deep end and learn through personal resourcefulness
• You have transportation and can be available for after-hours on-call.

Please Dont Apply if:

• You prefer to work in the background.
• You have no relevant experience.
• You CANT follow procedures.
• You can ONLY follow procedures.
• Youre highly specialized or want to become specialized.
• You have a hard time adapting to change.
• You have difficulty with managing multiple priorities.
• You are not already eligible to work in Canada.

About the RoleWe need the right fit (see above) person for this customer facing role of Helpdesk Analyst II, to join our team in Calgary on a full-time basis.This fast-paced role will see you working from our office in Calgary, as well as remotely and/or from our clients workplace whenever required. Working under the direction of our senior staff, you will be responsible for:

• Ensuring optimal performance and business continuity for our customers end users: by analyzing, prioritizing, troubleshooting and resolving issues.
• Providing Top Shelf Customer Service* Communicating promptly, consistently and succinctly.
• Minimizing back and forth.
• Keeping your tickets updated.
• Work with the team: * Provide support to Helpdesk Analysts on escalated incidents.
• Always leverage company documentation and procedures first.
• Maintaining the documentation of infrastructure, procedures, solutions, and end-user training resources.
• Helping create documentation when its missing.

More About YouIn order to qualify for this role, you will need:

• 5-8 years of experience, Ideally within a Managed IT Services environment.
• Must be based in Calgary, and eligible to work in Canada.
• Relevant technical knowledge and experience allowing you to implement, manage, and support the following: * Microsoft 365 Ecosystem: Azure AD, Microsoft Intune, Exchange Online, Sharepoint/OneDrive, Microsoft Teams
• Networking* Switch and Firewall Management & Configuration
• WIFI site and predicitive surveys
• Network Design
• Mobile device/Device management systems such as Meraki, JAMF, etc
• SSO and 2FA platforms
• Common SAAS Applications* Dropbox, Google Workspace, Slack, Zoom
• Various other function specific SAAS applications
• Workstation OS: Windows 10/11 & Mac OS, iOS and Android.
• Knowledge and experience in the following areas will be considered an asset: * RMM systems such as Solarwinds, N-able, Kaseya etc
• Virtualization: HyperV & VMware
• Microsoft: Cloud App Security, Conditional Access, Intune Autopilot
• The following education will be considered an asset: * Computer Science Degree
• Microsoft Certified Systems Administrator (MCSA)
• Apple Certified Support Professional (ACSP) certifications
• Cisco CCIE or similar

About the Salary and BenefitsIn return for your hard work and dedication, you will be compensated with an annual salary comparative to the industry and role (listed below), as well as a comprehensive package that includes:

• A flexible benefits plan through Honeybee allowing you to tailor your employee benefits to your needs.
• 2 weeks vacation to start with the opportunity to increase with tenure.
• Additional time off over the Christmas period.
• Opportunities for career progression in a small and adaptive team, based on superb performance and demonstration of excellence in your role.

Job Type: Full-timeSalary: $55,000.00-$65,000.00 per yearQuick Apply

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