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Network and Systems Analyst

Centrilogic

This is a Contract position in Langley, ia posted October 4, 2021.

Network & Systems Analyst This is a permanent opportunity and we are looking for a Systems & Network Administrator who provides technical assistance as first-line support for clients via telephone or electronically, and routes complex or emergency issues to appropriate internal resources promptly.

This position provides 24/7 and on-call support as required for business operations.

In this full-time position, you will be responsible for providing first-line Level 1 and Level 2 hardware and software support including identification, documentation, investigation, and diagnosis, escalation, resolution, and follow-up to ensure service levels are maintained for products and services provided to clients and internal personnel.

In addition, you will be responsible for following up with clients on a regular basis while ensuring timely feedback to the user on the status of incident resolution and escalating within the support teams where required.

This role requires participation in after-hours and on-call support tasks.

Experience in the hosting industry, in data center operations, and possession of current certifications are important to be successful within the Operations team.

Reporting to the Director, Client Services and Delivery, this position is based at our Tranmere Drive, Mississauga office location.

Duties and Responsibilities
• Provides first-line support to inbound requests or issues reported via phone, email and our customer portal, delivering fast and efficient service assisting multiple clients with their hardware and software related needs.

• Demonstrate a high degree of technical skills to troubleshoot and resolve at first point of contact in a friendly and helpful manner and educate users in the use of hardware, software, or equipment.

• Act as a liaison between clients and internal support staff to assure accurate problem interpretation and maintain communications with clients during the problem resolution process.

• Document all information clearly, concisely and effectively in the client file, in accordance with department guidelines and patterns of practice.

• Respond to and handle incoming infrastructure alerts in accordance with service level agreements.

• Adhere to compliance routines in carrying out transactions specific to SOP.

• Perform managed server support related tasks such as server event logs analysis, anti-virus patching, compliance and monitoring, maintaining patch levels, and account management requests.

• Handle issues related but not limited to, circuit boards, processors, chips, electronic equipment and computer hardware and software including applications support.

• Practice network asset management, including maintenance of network component inventory and related documentation.

• Configure network and Data Centre equipment for Centrilogic’s customers to fulfill their technical requirements.

• Participate in Network Monitoring pager rotation, 7×24 on-call for scheduled periods.

• Miscellaneous duties as assigned.

Security Responsibilities
• Perform security visits in the data center every 2 hours during shift and create/update security logs which can be audited.

• Willingness to perform various security related duties as needed.

Shifts on 12 hours’ rotation (shifts between 8am-8pm, 8pm
– 8am), and participation in on-call rotation(s) is an aspect of the role.

In addition, off-hour and weekend support may be required.

Required Experience and Skills
• A degree or diploma in computer science or related field is desired
• Cisco CCNA certification or above where applicable
• Operational experience with Cisco firewall products such as ASA and Palo Alto is desired
• Strong understanding of technology related to private networks, associated support systems, network technologies and Data Centre Products and Services
• Experience working with Windows, Linux, UNIX and Virtualization
• Capable of troubleshooting and configuring DNS, Email, Citrix etc.

• Working knowledge of a range of diagnostic tools and alarm monitoring systems
• Working experience with IPV4 and IPV6 Networking, Subnetting, ACL/NAT, IPsec and VPN
• Clear concept of LAN switching technologies and VLAN Pathing
• Understanding of routing protocols such as OSPF, BGP, and VRRP
• Network troubleshooting experience
• Working knowledge and ability to configure Cisco routers and switches
• Self-driven –willingness to learn and research for solutions independently Desirable 
• Previous experience in corporate support environment desirable
• Previous experience in a DC environment or where customer service is critical
• System
– related professional certifications desired
• Mobile hardware knowledge from various vendors such as Apple, Blackberry, LG, Samsung, etc.

and software experience such as device deployment methods mobile device configurations.