IT Ops Analyst

Visier is seeking an IT Ops Analyst with an analytical mindset, elevated communication skills and a passion for problem solving to provide fast and reliable support and service for our internal teams based in Vancouver, Toronto, Berlin, and remotely. 

You will be locally based in Vancouver and as a member of Visier’s Information Technology Department’s Service Desk Team, will bring your strong communication skills, service excellence, and ability to troubleshoot technical problems to each day.

What You'll be Doing... 

• Providing Tier 1&2 support via phone or remote control to provide assistance on a variety of hardware and software issues including hardware/operating system support, peripheral devices, communication problems, application support, basic network support issues and system access issues. 
• Performing centralized administration duties such as setting up new Network/email accounts, password resets and changing access levels in various applications/drives Supporting collaboration tools such as G Suite (Drive, Docs, Gmail), Slack, Jira/Confluence, etc. 
• Uses appropriate communication skills and questioning techniques to assess customer needs in a timely manner. 
• Maintaining and documenting system procedures and processes. 
• Providing follow-up client contact to ensure satisfactory resolution of requests and to solicit input concerning need for support services. 
• Ensuring quality of the incident record prior to resolving the incident. 
• May be asked to perform other duties as required. 

What you'll bring to the table...

• Post-secondary education and minimum 1+ years experience in a technical-focused Service Desk, Helpdesk or Desktop environment dealing with hardware & software issues 
• Extensive knowledge of desktops, laptops, printers, mobile devices, and all peripherals including audio/video devices 
• Exceptional ability to support Mac and Linux operating systems 
• Knowledge in at least one (1) language, ie: Python, Bash, JavaScript, Perl, etc. Must have excellent English oral, comprehension and written communication skills and ability to convert technical terms into everyday language to ensure understanding Very detailed and team oriented individual with excellent customer service, interpersonal and problem solving skills 
• Experience using an IT Service Management tracking system such as ServiceNow is an asset 
• Customer service or Service Desk certification training an asset 
• Knowledge of ITIL Foundations is an asset 
• Ability to lift/carry/move up to 50lbs

🌱 Most importantly, you share our values…

• You roll up your sleeves
• You make it easy
• You are proud
• You never stop learning
• You play to win

🚀 How we work & what we offer...

• Fixed hybrid work model: 3 days a week in office (Tuesday, Wednesday, Thursday) 
• Modern, pet-friendly downtown office spaces with collaborative areas and an on-site gym 
• Annual company All Hands in Vancouver, our entire organization travels to our Vancouver HQ for a week of team building, learning and breakout sessions
• Competitive salary, and top-tier health and wellness benefits
• Stock options and/or bonus based on your role, location, and employment type
• Generous paid time off, including volunteering days and extra days over the December holidays

The base pay range for this position in the $50,000 - $72,000/year + bonus

Benefits and working arrangements may vary depending on your seniority, location and employment type. The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.