Infrastructure Analyst, Markham, Pace Technical

Published 2022-07-17
Expires 2022-08-17
ID #1089766579
Infrastructure Analyst, Markham, Pace Technical
Canada, Ontario, Markham,
Published July 17, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Infrastructure analyst
Work from home:

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Do you love working with people as much as you love working with tech? If yes, then we have an opportunity that will expand your expertise in all things IT. We’re currently looking for an Infrastructure Analyst to join our team – we’re looking for you!

Get to Know PACE

PACE is a flourishing Managed-IT company dedicated to providing all-inclusive IT services to small and mid-sized businesses across the GTA. For several years, we've been officially recognized as one of the top 25 Great Places to Work in Canada. We maintain a highly collaborative culture where doors are always open, ideas are constantly shared, and learning opportunities are abundant.

You will be joining a small, close-knit team in a fun and productive work environment. We’re a real family, and enjoy any opportunity to connect with one another, even in a remote environment.

General Job Information

PACE’s Infrastructure Analyst plays an integral part in supporting our Infrastructure Management (IM) Department. As our Infrastructure Analyst, you are responsible for providing proactive services and support to our clients across the Greater Toronto Area. More specifically, you’ll be tasked with ensuring all client technologies are functioning properly, while reducing the need for reactive support. 

You’re the right fit for this role because you are:

Focused: Your clients appreciate your patience and calm demeanor; no matter what issue, big or small, you’re facing. 

Process-Oriented: You enjoy following systems and checklists to keep things organized for yourself and your clients. 

A Team Player: You’re always willing to lend a helping hand.

Eager to Learn: We know you don’t know everything there is to know about IT – and that’s okay! If you’re dedicated to improving your skills and expanding your knowledge, you’ll fit right in here.

This role reports to our IM Manager and works closely with various departments to ensure optimal operations.

Job Duties & Responsibilities

Participate in the day-to-day operations within the IM Department

Adhere to our established IM 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

Provide technical support to clients and resolve any user issues promptly and effectively

Allocate and maintain loaner equipment to clients

Focus on Security & Compliance

Document system reviews, recommendations, internal processes, and procedures

Assist clients in resolving any other technical issues as per our customer satisfaction standards

Escalate client issues to the IM Manager if need be

Provide additional IT support to other departments as required

Participate in after-hour on call rotation

Other assignments as instructed by the IM Manager

Attend regular internal/external meetings

All other duties and responsibilities as assigned by the IM Manager

Job Requirements

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

Previous experience working with a Managed service provider is an asset

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

Experience in creating custom scripts using Remote Management Tools, such as ConnectWise Automate or Datto will be an asset

Benefits of Working at PACE

Paid vacations

Competitive salary

Comprehensive benefits program

Wellness program

Regular social events, inclusive of birthday celebrations

Professional development

Flexible working models

& many more employee perks!

Additional Details

You’ll work Monday to Friday, 40 hours per week, during standard business hours. This is a hybrid position, meaning you will be required to work in our Markham office as needed, but can also work remotely. In addition, you will be joining our after hours on-call rotation, responding to emergency evening and weekend alerts for one week every 2 months.

A strong, reliable internet connection and access to a car are a must. We have regular virtual meetings through MS Teams, to ensure that our team is always connected and working together.

PACE also has a COVID Vaccine Policy in place, and as such, employees are required to be fully immunized.

PACE is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. Should you require additional accommodation during our recruitment process or your employment, please advise our Human Resources Manager.

All applications will be reviewed, but only those selected for an interview will be contacted. We look forward to hearing from you!

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    Pace Technical
    Registered on October 7, 2017


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