IT Operations Analyst - Hybrid

Job Description

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<p><b>ARE YOU INTERESTED IN A WORKPLACE THAT HAS...</b></p>
<p><b>Retirement Savings Matching Plan (RRSP). Plan for your future with us!</b> </p>
<p><b>Up to $500 to spend on anything related to physical, mental or financial well-being (in addition to your Health Care Spending Account)</b></p>
<p><b>17 Paid Days Off (in addition to 13 Personal Days)</b> </p>
<p><b>This includes an extra day off during the month of your birthday - our gift to you!</b></p>
<p><b>Weather is inclusive, we will be too. Our IDEAS team is committed to making this happen!</b></p>
<p><b>Read about us here!(spoiler alert… we are the home of The Weather Network) </b></p>
<p><b>WHY WE NEED YOU? GLAD YOU ASKED…</b></p>
<p><b>As IT Operations Analyst you will be the first point of contact for all Pelmorex clients and employees for all Pelmorex systems related issues and end‑user support while providing excellent customer service. The purpose of the IT Operations Analyst is to monitor, troubleshoot and restore client service within the set SLA’s for incidents and any support requests reported. In this role you have the opportunity to work closely with multiple internal teams such as systems administrators and development teams. Ensure IT services provided align with the needs of the business and that IT Operations processes are followed. Development, Integration, testing, and maintenance of existing and enhancements of proprietary platform applications.</b></p>
<p><b>Please note we are only considering candidates who are eligible to work in Canada and are currently located in the Greater Toronto Area and work Eastern standard hours.</b></p>
<p><b>This role requires you to work on weekends and statutory holidays, and it has rotating shifts (7:30 AM to 3:30 PM, 3:30 PM to 11:30 PM, and 11:30 PM to 7:30 AM). You would be working on all of these shifts based on the rotation.</b></p>
<p><b>The morning and afternoon shifts (7:30 AM to 3:30 PM and 3:30 PM to 11:30 PM) are in office at Oakville location while the night shift (11:30 PM to 7:30 AM) is remote.</b></p>
<h3>WHAT IS THE DAY TO DAY LOOK LIKE</h3>
<ul>
<li>On a 24/7 rotating shift basis, provide 1st and 2nd level support and monitor Pelmorex IT operational infrastructure and services such as Web sites, Data feeds, applications platforms, Active Directory, DNS infrastructures, including AWS, Azure, GCP cloud services to ensure proper functionality. Any irregularities must be reported, investigated, resolved and documented in a timely manner.</li>
<li>Diagnoses, troubleshoots end‑user desktop and laptop application issues and provides an appropriate solution.</li>
<li>Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). Communicates with customers at all levels of technical and non‑technical skills sets.</li>
<li>Onsite and remote support for PCs, laptops, printers, cell phones, and tablets etc.</li>
<li>Physically install and deploy new equipment as required.</li>
<li>Support end users in their use of applications such as G suite products, Microsoft Office, VPN etc.</li>
<li>Provide support for video conferencing, backup system, anti‑virus, various computer hardware, etc.</li>
<li>Triage, troubleshoot and resolve the daily technical issues reported, ensure SLA’s are met, escalates as appropriate to 2nd level support team while maintaining incident ownership until closed.</li>
<li>Ensure the delivery of optimal results against appropriate performance metrics.</li>
<li>Install and arrange new equipment for the data center. This may include physically upgrading internal system components (CPU), memory hard drives, fiber cables, copper, and more. Identify incident trends; recommend and implement improvements to reduce volume.</li>
<li>Prepare SOP (Standard Operating Procedures) for the daily maintenance of applications and underlying systems.</li>
<li>Keep the Operations team up‑to‑date with new implementations and technologies.</li>
<li>Establish clear communication channels for feedback from customers, peers, and cross‑functional teams.</li>
</ul>
<p>Responsibilities and duties may evolve and change over time.</p>
<h3>WHERE ARE YOU RIGHT NOW?</h3>
<ul>
<li>You are currently a junior to intermediate Service Desk Analyst or IT Operations Analyst who is looking for growth opportunities and is looking to work in a company with diverse skill sets – from technology to media.</li>
<li>You are already working in a 24/7 client service environment and have good experience working with Linux (CentOS/Redhat).</li>
<li>You are often the go‑to problem solver for any IT issue and love the satisfaction of solving complex issues in multiple environments. You want to be part of a team where you can bring your experience and want to learn new skills.</li>
</ul>
<h3>WE ARE HOPING YOU HAVE…</h3>
<ul>
<li>Availability for rotating shifts including weekends, evenings, and overnight coverage.</li>
<li>Minimum of 3 years’ experience in a technical support environment with 24/7 customer service.</li>
<li>Hands‑on experience with Active Directory, Google Workspace, and enterprise ticketing systems (e.g., ServiceNow, Jira, ManageEngine).</li>
<li>Excellent verbal and written communication skills.</li>
<li>Excellent troubleshooting skills cross multi environment.</li>
<li>Good working knowledge of Linux (Rocky Linux / CentOS), Microsoft Windows Servers (2022, 2025), Windows 11, macOS, Active Directory DNS, Google Workspace, O365, Proxmox, AWS and Azure services.</li>
<li>Experience with Kubernetes, cloud platforms (AWS, Azure, GCP), and enterprise monitoring tools (Grafana, Kibana, CloudWatch, etc.).</li>
<li>Good working knowledge to perform basic repair of damaged or faulty network equipment and devices.</li>
<li>Ability to provide remote support.</li>
<li>Excellent customer service skills. You always go above and beyond to solve a client’s problem.</li>
<li>Flexibility with work hours when required.</li>
<li>Good understanding of systems architectural concepts and methodologies; infrastructure platforms and application; business processes, process analysis/management, and IT requirements and IT services.</li>
</ul>
<h3>YOU ARE MADE FOR THIS IF…</h3>
<ul>
<li>Research is your jam and you have the ability to conduct research into a wide range of computing issues as required.</li>
<li>You are a customer service wiz – you provide excellent customer service skills, attitude and professionalism and are able to deal effectively with all levels of employees.</li>
<li>You are someone who likes building relationships and has excellent interpersonal skills, with a focus on listening and questioning.</li>
<li>You are self‑driven – you have the ability to work under pressure with minimal supervision.</li>
<li>You consider yourself a sponge and have the ability to absorb and retain information quickly.</li>
<li>The nitty‑gritty excites you and you are detail oriented, meticulous.</li>
<li>You are someone who enjoys wearing many hats and are able to multitask, manage time and work in a fast‑paced environment.</li>
</ul>
<p>DON’T MEET ALL THE REQUIREMENTS? DON’T WORRY…</p>
<p>Not all applicants will have skills that match a job description exactly. Pelmorex values and welcomes diverse experiences. While having “desired” qualifications makes for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Pelmorex. We are always looking for people who will be a culture add (yup, that’s right, we don’t subscribe to culture fit, we want you to add to what we think is an amazing culture and work environment).</p>
<h3>INTERESTED? IT GETS BETTER…</h3>
<ul>
<li>Course Reimbursement Program We want you to keep learning, so we can too.</li>
<li>Open and transparent communication, including All Hands Meetings with our CEO.</li>
<li>Pelmorex Learning Academy </li>
<li>Your mental health is important to us!