IT Senior Service Analyst Tier III

  • Category
    Information Technology - Database Administrator
  • Job type
    Direct Hire
  • Location
    Edmonton, Alberta

Adecco is currently recruiting to a full time permanent IT Senior Service Analyst Tier III job in Edmonton, AB.  The IT Senior Service Analyst Tier III will be responsible for researching and resolving the most difficult and complex problems that other Tiers within the Service Department have been unable to resolve  You will be the highest technical resource available for incident and problem resolution.  Our client is a well established Managed Service Provider servicing clients across Canada.  Working in their Head Offices in Edmonton, you will be part of a mid-sized service team.  Our client is offering a competitive base salary, benefits, RRSP match and vacation.

IT Senior Service Analyst Tier III Responsibilities:

  • Will manage escalations and take the lead on problem management, providing advice and guidance to the rest of the team.
  • Will discover and resolve root causes of outages within our client’s environment and analyze, identify, report on issues, and develop preventative solutions.
  • You will ensure that all incidents and problems are resolved within the Service Desk environment and are expected to participate in the Tier 3 On Call Rotation, acting as a resource for the Tier 1 and NOC on call teams.
  • Qualifications:

  • Extensive knowledge of MS Suite of Products including O365, AD, Exchange, Azure
  • Superior experience troubleshooting and configuring Firewalls, Managed Switches, Site to Site VPN, VLANs, Routing and switching
  • Demonstrated expert knowledge and troubleshooting experience with Hyper-V, VMware Infrastructure, NAS and SAN storage, and RDS and Citrix environments
  • Liaising with 3rd party vendors on a deep technical level where required
  • Expertise in configuring and troubleshooting of GPOs.
  • Resolving Incidents and Problems that cannot be resolved at the Tier 2/3 level
  • Documentation of resolutions within ConnectWise and updating the Knowledgebase
  • Coaching, mentoring, and training of Service Technicians
  • Review documentation for clients entering Managed Support
  • Drive the continuous improvement of the Service Department processes
  • Exceptional interpersonal and leadership skills and an ability to communicate effectively with colleagues and clients.
  • Post-secondary training in IT and 5 -10 years’ experience in a senior service desk role
  • Microsoft MCSE, MCSA, or MCTIP and CCNA or Fortinet NSE 4, or equivalent
  • If you are interested in the IT Senior Service Analyst Tier III job in Edmonton, AB, please click the APPLY NOW button for immediate employment consideration.


    • Apply with Adecco

    Reference number CA_EN_1_026531_1349025

    Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.

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