Support Analyst (Network Control Centre) (SK) - Jobs in Regina, SK

Job Description

Working in technology today takes skill, expertise, a strategic mind and creativity. At ISM Canada, we believe in life-long learning and we are a dynamic business in a state of constant evolution: we embrace innovation, we are authentic, we create an excellent customer experience every time, we are accountable for all that we do, and we are ONE Team. Technology is changing the world….start your career with ISM Canada and get a front row seat!NOTE TO ALL APPLICANTS: ISM Canada and our Customers have COVID Vaccination Policies in effect. If selected for employment, you will be required to adhere to ISM Canada’s COVID Vaccination Policy (and Customer Policies, if applicable) to either provide proof of vaccination or regular, valid negative COVID-19 tests (the cost of any required COVID-19 testing is the responsibility of the employee).Close Date: January 11, 2022The Support Analyst (Network Control Centre) monitors and analyzes customer networks on a 24 x 7 basis in order to ensure a stable environment for our managed service customers. They also provide much of the hands-on support, configuration and installation for customer devices as required. The position ensures that all network issues are dealt with quickly and efficiently by either resolving them directly or escalating.The successful candidate will be an important part of a larger team, providing direct customer support on issues and participating in management of all of the devices that make up the network.If you have a passion for networks and providing great customer service, then this is a great place to start or continue to develop your network career.Responsibilities:

• Monitoring client networks
• Provide Tier 1 & 2 support for network alerts and escalate as required
• Maintenance and support of network devices
• Generation of monthly reporting and metrics
• Responding to user support tickets in a timely manner
• Vendor, Service Provider and customer coordination
• Provide 7x24 on-call support on a rotating basis
• Asset management of network devices
• Creating support documentation
• Other duties as assigned

Qualifications:

• Recognized diploma related to computer hardware/software or equivalent combination of education, experience and training
• Some knowledge of the use, operation and support of hardware and software, and how to diagnose and remedy related problems
• Demonstrated ability to support microcomputer hardware/software, electronic input/output and equipment
• Good interpersonal, public relations and oral communication skills
• Ability to train others
• Ability to work either independently or as part of a team
• Skills and abilities acceptable to the client

Key Skills & Abilities:

• Ability to read, write and speak both English and French (Bilingual) is considered an asset
• Willingness to work rotating schedules, which may include 12 hour shifts, evenings and/or weekends
• CCNA certification is an asset
• Cisco routing/switching/security/SDWAN products and platforms
• Experience with issue tracking and escalation
• Knowledgebase experience
• Excellent time management and issue follow-up skills
• Show initiative to learn and have the ability to work unsupervised
• Willingness to pursue certification in products
• Excellent interpersonal and customer relationship skills
• Sense of urgency
• Driver’s license and ability to travel

*Note: if applicable, posted pay ranges for all positions are bi-weekly rates.This role may involve working with technology that is covered by US and/or Canadian Embargo Export Regulations; therefore all applicants will be subject to additional security screening requirements.ISM Canada is committed to compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Accessibility for Manitobans Act (AMA), and all other provincial and federal legislation, in our recruitment process. If you are an individual with a disability that requires a reasonable accommodation, or are unable or limited in your ability to use or access our applicant system as a result of your disability, you can request reasonable accommodations in the recruitment process by sending an email to: ismpeople@ca.ibm.comQuick Apply

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