IT Operations Analyst - On Call - Hybrid

ARE YOU INTERESTED IN A WORKPLACE THAT HAS...

An IDEAS (Inclusion, Diversity, Equity, Awareness, Solidarity) team ⚖️

Weather is inclusive, we will be too. Our IDEAS team is committed to making this happen!

Open and transparent communication, including All Hands Meetings with our CEO

Frequent employee pulse surveys 📝 we value your feedback so we can continue to make Pelmorex a great place to work!

While we encourage 1:1 conversations, we recognize that not everyone is comfortable with speaking up 🗣 We have an anonymous reporting platform (Speakfully) to ensure everyone’s voice is heard

📣HAVE WE GOT YOUR ATTENTION? WANT TO LEARN MORE?

Read about us here! (spoiler alert… we are the home of The Weather Network )📍Canada’s #1 most trusted brand in media for the third year in a row!

WHY WE NEED YOU? GLAD YOU ASKED...

As IT Operations Analyst you will be the first point of contact for all Pelmorex clients and employees for all Pelmorex systems related issues and end-user support while providing excellent customer service.

The purpose of the IT Operations Analyst is to monitor, troubleshoot and restore client service within the set SLA’s for incidents and any support requests reported. In this role you have the opportunity to work closely with multiple internal teams such as systems administrators and development teams. Ensure IT services provided align with the needs of the business and that IT Operations processes are followed. Development, Integration, testing, and maintenance of existing and enhancements of proprietary platform applications. 

Please note that this is an On call position, which means there are "No Guaranteed hours" and you will be called as and when we have work requirements.

As an On-Call employee, your working hours will vary based on operational needs of the Company. Please be advised that there is no obligation for the Company to schedule you for a shift. On-Call employees are called upon to replace employees on vacation, sick days, or unplanned events.

WHAT'S THE DAY TO DAY LIKE?

• On a 24/7 rotating shift basis, provide 1st and 2nd level support and monitor Pelmorex I.T. operational infrastructure and services such as Web sites, Data feeds, applications platforms, Active directory, DNS’s infrastructures including AWS, Azure, GCP cloud services to ensure proper functionality. Any irregularities must be reported, investigated, resolved and documented in a timely manner.
• Diagnoses, troubleshoots end-user desktop and laptop application issues and provides an appropriate solution.
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical skills sets
• Onsite and remote support for PCs, laptops, printers, cell phones, and tablets etc.
• Physically install and deploy new equipment as required.
• Support end users in their use of applications such as G suite products, Microsoft Office, VPN etc.
• Provide support for video conferencing, backup systems, anti-virus, various computer hardware, etc.)
• Triage, troubleshoot and resolve the daily technical issues reported, ensure SLA’s are met, and escalate as appropriate to 2nd level support team while maintaining incident ownership until closed.
• Ensure the delivery of optimal results against appropriate performance metrics;
• Install and arrange new equipment for the data center. This may include physically upgrading internal system components (CPU), memory hard drives, fiber cables, copper, and more..
• Identify incident trends; recommend and implement improvements to reduce volume.
• Prepare SOP (Standard Operating Procedures) for the daily maintenance of applications and underlying systems.
• Keep the Operations team up-to-date with new implementations and technologies.
• Establish clear communication channels for feedback from customers, peers, and cross functional teams




Roles, responsibilities and duties may evolve and change over time.

WHERE ARE YOU RIGHT NOW?

• You are currently a junior to intermediate Service Desk Analyst or IT Operations Analyst who is looking for growth opportunities and is looking to work in a company with diverse skill sets - from technology to media.
• You are already working or willing to work in a 24/7 client service environment and have good experience working with Linux (CentOS).
• You are often the go-to problem solver for any IT issue and love the satisfaction of solving complex issues in multiple environments.
• You want to be part of a team where you can bring your experience and want to learn new skills.

WE ARE HOPING YOU HAVE:

• Minimum of 3 years’ experience in a technical support environment with 24/7 customer service
• Excellent verbal and written communication skills
• Excellent troubleshooting skills cross multi environment
• Good working knowledge of Linux (CentOS), Microsoft Windows Servers (2008/2012/2016) Windows 10, OSX, Active Directory DNS, G Suite, O365, VMware, AWS and Azure services
• Good working knowledge to perform basic repair of damaged or faulty network equipment and devices
• Ability to provide remote support
• Excellent customer service skills. You always go above and beyond to solve a clients problem
• Flexibility with work hours when required.
• Good understanding of systems architectural concepts and methodologies; infrastructure platforms and application; business processes, process analysis/management, and IT requirements and IT services.

YOU ARE MADE FOR THIS IF ..

• Are you a customer service wiz - you provide excellent customer service skills, attitude and professionalism and are able to deal effectively with all levels of employees
• Are you someone who likes building relationships and has excellent interpersonal skills, with a focus on listening and questioning
• Are you self driven - you have the ability to work under pressure with minimal supervision
• The nitty gritty excites you and you are detail oriented, meticulous
• Are you someone who enjoys wearing many hats and are able to multitask, manage time and work in a fast-paced environment




DON’T MEET ALL THE REQUIREMENTS? DON’T WORRY

Not all applicants will have skills that match a job description exactly. Pelmorex values and welcomes diverse experiences. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Pelmorex. We are always looking for people who will be a culture add (yup, that's right, we don’t subscribe to culture fit, we want you to add to what we think is an amazing culture and work environment) 

OUR PROMISE TO YOU...

We’re highly focused on doing the right thing.

We’ll discuss issues and timelines professionally, so you have the time you need to do the best work you can

You will see the result of your work pushed out to real users quickly

We’re a team that enjoys learning new technologies and we’re open to trying new things

We’ll try our best not to bog you down with boring meetings

Through constant innovation and entrepreneurship, Pelmorex has grown to reach consumers around the globe, has become one of the largest weather information providers and has broken new ground in providing data solutions and insights to businesses. Through harnessing the value of weather, Pelmorex is driven to make the world smarter and safer for consumers and businesses. #youwanttoworkhere