IT Services and Support Analyst

Job Description

Company Introduction

Job Responsibilities and Duties

• Provide complete end-to-end IT technical support services inclusive of deploying, assessing, troubleshooting, managing, maintaining, upgrading and when required, retiring equipment, systems, and software applications;
• Exhibit your ability to systemically manage complex technology issues;
• Participate in project activities related to new services or enhancements;
• Respond to requests according to established service level agreements;
• Support ad-hoc or special request for technology initiatives, assuming at times the temporary role of Project or Service Delivery Manager;
• Have a reasonable understanding of ITIL, ITSM, and ITBRM.

Experience

• First degree in Computer science, engineering, or related field;
• At least 3 years' experience in a similar role, preferably within the Financial Services Industry;
• ITIL v3 (or higher) certification will be considered an asset.
• Relevant and current industry certifications such as MOS, MTA, MCSA, MSCE, MCSD, CCNA, CCNP, C|ND, CISM, CISSP, etc..

Personal Skills

• Good experience supporting enterprise users with database driven application (MySQL, MSSQL, etc..) inclusive of Engagement Management and Practice Management systems, Enterprise Resource Planners, Document Management Systems, etc.;
• Knowledgeable with scripting and command languages (PowerShell, VBA/Office Script/Macro language);
• Familiarity and knowledge of typical business systems and services such as WDS, AD, VSS, GPO, DNS, DHCP, PS/scripting, RRAS, RADIUS, IIS, MIM/FIM, MDMs, IronPort/Spam Quarantines, Firewalls, IDS/IPS, PAM, MFA, Azure IP, SSL VPN, SAP, Dynamics, SharePoint, SQL DB/BI, Bitlocker, and various other tools managing a corporate environment;
• Active listening skills;
• Open communicator;
• Integrity, honesty, and fairness;
• Respectful of others while thriving in a rich and culturally diverse environment;
• Commitment to excellence;
• Flexible and adaptable;
• Focus on quality;
• Open to continuous learning and improvement;
• Outstanding communication skills.