Infrastructure Analyst

Infrastructure Analyst Summary: As an Infrastructure Analyst, you will be part of a team that organizes and oversees the life cycle and maintenance of our IT infrastructure, including servers, storage, and system management components. You are expected to have a full understanding of every client's infrastructure and be able to provide support where and when needed. You’ll work on-site at our Calgary office and visit client locations as needed.

Accountable to: Monitor incoming requests regularly. Respond to client requests by phone or email consistently within the expected timeframe. Successfully take care of a throughput of 2-5 requests per day.

Communicate early and often with clients and teammates regarding outstanding issues. Solve a wide range of technology‑related business and productivity issues. Provide onsite support when remote support is not possible.

Adhere to scheduled requests to meet client expectations. Implement solutions utilizing simple, proven technologies that address the root cause of an issue. Investigate suspicious activity.

Respond to security incidents as they occur. Accurately determine proper course of action when facing conflicting priorities. Update ticketing system notes and time entries in real‑time.

Update client documentation accurately. Create and maintain network documentation accurately. Create and maintain process documentation regularly.

Train, mentor and assist team members, and act as a point of escalation for the Focus Team. Participate in pre‑sales tasks for potential new clients such as network assessments. Develop technical skills and knowledge to increase ability to resolve requests more efficiently.

Infrastructure Analyst Requirements: Post‑Secondary Certificate or Diploma in computer science, engineering, business or another related field or equivalent experience. Minimum 5 years technical work experience; experience working in an MSP is an asset. Strong working knowledge of Windows Server environments and roles including, Windows 2012, 2012R2, 2016, 2019, 2022 as well as Cloud environments (MS Azure).

Demonstrated proficiency in MS Office 365 applications and administration. Demonstrated proficiency in desktop operating systems (Windows and/or Mac), Terminal Services, VPN technologies, anti‑virus solutions. Knowledge of AVD – support & maintenance.

Proficiency in Active Directory, DNS, DHCP, Group Policy, and PowerShell administration. Exceptional troubleshooting skills and understanding of LAN/WAN network topologies, network and security appliances. Excellent knowledge of virtualization technologies including VMware, Hyper‑V, and Azure.

Citrix certification and VMware certification is an asset. Experience with Microsoft Office 365 migrations and management. Experience with Google Apps migrations and management.

Experience with Microsoft Azure and/or Amazon AWS. Motivated individual with proven initiative. Professional appearance and manners.

Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times. Able to work efficiently as part of a team as well as independently. Attention to detail in all areas of work.

Strong problem identification and problem‑resolution skills. Microsoft certifications are a strong asset. If not currently held, they must be obtained after hire.

Candidates must hold a valid driver’s license and be comfortable driving for work‑related purposes. You must be legally entitled to work in Canada without sponsorship. We offer an extensive benefits package for all full‑time employees, including medical, dental, vision and more.

A day off on your birthday is also provided. We value diverse perspectives and understand that not every candidate may meet all the requirements listed above. We encourage individuals who believe they possess most of the skills and experience to apply.

We welcome applications from candidates who can bring unique strengths and perspectives to our team. #J-18808-Ljbffr