Systems Support Analyst

Sencia Canada Ltd. is a global leader in developing online applications for clients worldwide.  Sencia's services encompass a number of e-business solutions including learning management systems, content management systems, web design projects, web marketing, e-commerce and various other hosting solutions.

Sencia Canada Ltd has an exciting opportunity for a Systems Support Analyst in our Thunder Bay office.  Reporting to the Systems Director, the successful candidate will be accountable for all Sencia systems and IT operations in each of their data centres. 

Responsibilities:

  • Diagnose and resolve complex hardware, software, and network issues (LAN, WAN, Cloud) for company and end-users systems.
  • System Maintenance: Install, update, and maintain software, security patches, and system configurations for company and end-users systems
  • Respond to user inquiries, provide clear guidance, and train staff on system usage.
  • Analyze business requirements to design or modify applications, create process models, and improve system functionality.
  • Maintain detailed logs of problems, solutions, system configurations, and user guides.
  • Record/track problem reports, coordinate resolution, and provide status reports to management as necessary.
  • Monitor system performance and identify vulnerabilities or areas for improvement. 
  • Provide technical assistance to staff and clients in person, via telephone, email, and on-line.
  • Review open tickets daily and work toward resolution within time frames specified in company policy and procedures.
  • Return staff & customer service calls promptly.
  • Follow-up with staff & customers via written correspondence as needed.
  • Send problem notifications to management as needed and work closely with Technical team members to resolve issues.
  • Maintain positive professional relationships with staff, clients, colleagues, and management to ensure a proactive team-oriented environment.
  • Maintain current knowledge of technical developments on company and client software.

Activites:

  • Work with development teams to implement changes and liaise with management.
  • Conduct thorough testing of new systems, updates, and patches.
  • Ensure adherence to security protocols for data confidentiality.
  • Manage tasks, track progress, and support IT project lifecycles.
  • Recommend, install, configure and document new tech solutions. 

Required Skills and Qualifications:

  • Deep knowledge of Windows and Linux Operating Systems
  • Deep knowledge of Windows Server and VMWare Operating Systems
  • Deep knowledge of Web Servers, Mail Servers and Database Servers
  • Deep knowledge of Routers, Switches and Firewalls.
  • Troubleshooting physical components and applications.
  • Understanding networking protocols, servers, and network issues.
  • Troubleshooting: High-level ability to diagnose and resolve complex issues.
  • Scripting: Familiarity with PowerShell, and or other scripting languages. 
  • Proficient with Microsoft Office (Word, Excel, PowerPoint, and Outlook)
  • Pleasant personality with strong communication skills (written and verbal).
  • Ability to meet deadlines and input data with speed and accuracy.
  • Team player with excellent customer service and organizational skills.
  • Ability to work independently with minimum supervision.
  • Goal-oriented with the ability to work in a fast-paced, rapidly changing environment.
  • A positive attitude with a customer-focused approach.

Location: Thunder Bay, Ontario

Anticipated Start Date: As soon as possible

Wage: To be determined based on experience

Benefits: Yes

Interested applicants are invited to submit a cover letter and resume via email  to job-ssa@sencia.ca

Only emailed submissions will be accepted. Send cover letter & resume in PDF format only.