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Infrastructure Analyst

PACE Technical

This is a Full-time position in Markham, ON posted August 9, 2022.

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 PACEPACE 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 InformationPACE’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 ManagerJob 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 assetBenefits 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 DetailsYou’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!