• Systems Technical Support Analyst

    Posted Date (MM/DD/YYYY) 1 month ago(1 month ago)
    Requirement Number
    Job Location
    Job Type
    Full Time
    Career Level
    Time Zone
    Job Category
    Service Desk Technician
  • Job Description


    Systems Technical Support Analyst - NEEDED IN OTTAWA

    Date : August 13th, 2018

    1 Vacancy


    Company: The Pythian Group Inc.

    Business Information: At Pythian we specialized in IT Product and Services, company that helps business adopt technologies to advance innovation and increase agility. Database consulting / IT Infrastructure

    Business Location: 319 McRae Ave. Suite 700, Ottawa, Ontario. K1Z 0B9

    Work Location: Same as above


    Type of Employment: Full time – Permanent
    Estimated Start Date: As soon as possible


    Job Description:

    • Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
    • Building and maintaining trustful relationships between a globally diverse user community and IT
    • Consult user guides, technical manuals and other documents to research and implement solutions
    • Identifying issue trends and reducing their frequency by educating employees and creating and updating Confluence articles and end user documentation.
    • Provide advice and training to users in response to identified difficulties. Soliciting feedback from users regarding current IT services and future IT requirements
    • Collect, organize and maintain a problems and solutions log for use by other technical support analysts
    • Participate in the redesign of applications and other software
    • Supervise other technical support workers in this group
    • Provide business systems, network and Internet support to users in response to identified difficulties
    • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Configuring desktops, software and services
    • Discovering inconsistencies in complying with corporate standards of security, hardware and software platforms and working with staff to resolve them
    • Continuous learning of IT Services, technologies used, internal procedures and policies.
    • Triaging and troubleshooting user requests and alerts from Pythian’s IT infrastructure systems
    • Identifying and proposing solutions to simplify the delivery of IT services based on ITIL best practices.



    • Education: Completion of a college program or other courses in computer science, computer programming or network administration is required. 
    • Experience: Due to the critical projects we handle the candidate must have a minimum of 5 years of experience in End User Support
    • Certification: 
      • AWS Certification for SysOps Administrator at the Associate level is required.
      • AWS Certification for Solutions Architecture at the Associate level is required.
      • AWS Technical Professional recognition is required.
      • ITIL Foundation Certification in IT Service Management is required.
      • Experience with TCP/IP networks and with DNS, DHCP, SMTP, FTP, CIFS, NFS
      • Experience supporting and configuring Windows, Mac, ChromeOS, iOS and Android devices.
      • Experience supporting and deploying a VDI solution.
      • Experience with monitoring systems such as Nagios
      • VPN, IPSec, Linux based Firewalls
      • Experience supporting Linux based Web servers
      • Recent/significant experience using the following IT tools: PagerDuty; Jira; Secret Server; LastPass; Bomgar; ESET.
      • Recent/significant experience supporting the following office tools: Office 365, G Suite Enterprise; Cyrus IMAP; Lucidchart; Tableau; GoToMeeting; Slack.
      • Cobit is an asset
      • PMP, Prince2 is an asset
      • Experience with Active Directory is an asset
      • Administration of Windows and Linux (Server OS)
    • Computer, skills, experience and Technology Knowledge required:
      • Linux
      • Networking software
      • Networking hardware
      • Network Vulnerability, Analyzer/ Scanner, IT Security 
      • Extranet
      • Internet
      • Security software
      • Wireless networks
      • Windows Server OS
      • Virtual Platform
      • Hardware Installation, Configuration and Maintenance
      • Broadband Technologies (T1, DLS, Cable, Wireless, Satellite, Fiber Optics)
      • Database Administration (Microsoft Access and SQL Server) 
      • Cisco Specifics


    Work Conditions

    • Fast-paced environment
    • Work under pressure
    • Tight deadlines
    • Attention to detail
    • The candidate must demonstrate good communication skills and the ability to work independently or under general direction only

    Salary: $29.75 to $31.75 Hourly, 40.00 Hours per week.


    • Disability
    • Extended Medical Insurance
    • Dental Insurance
    • RRSP Match
    • SEED Fund: 3% of salary up to $5,000.00 for Professional Development
    • Office Allowance: Choice of device as well as $300 a year to personalize your set up

    Important information:
    Work schedule is from 8:00 AM to 5:00 PM. Participation in the on-call rotation after hours within the team and logging all the troubleshooting activities are a mandatory part of the position. This could include pages during weekends (while on call) with the expectation that you are able to begin working on them instantaneously.


    Intrigued to see what a job is like at Pythian? Check us out @Pythian and #pythianlife.

    Follow @PythianJobs on Twitter and @loveyourdata on Instagram!


    Not the right job for you? Check out what other great jobs Pythian has open in Ottawa and around the world! Pythian Careers


    Apply by phone: 613-565-8696 ext. 1727
    Apply by mail to: 313 McRae Avenue, #700 Ottawa, ON, K1Z 0B9
    Apply by e-mail to:
    Contact Person: Kirsi Maharaj





    • For this job an equivalent combination of education and experience, which results in demonstrated ability to apply skills will also be considered.
    • Pythian is an equal opportunity employer and welcomes applications from people with disabilities.  Accommodations are available on request for candidates taking part in all aspects of the selection process.
    • The successful applicant will need to fulfill the requirements necessary to obtain a background check.


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