Systems Analyst
PCM Canada
Calgary, Alberta, Canada
3d ago

We are excited to share an exciting announcement : Acrodex Inc. will officially rebrand as PCM Canada, a subsidiary of PCM Inc.

Backed by PCM's extensive North American capabilities and resources, we now take an important step forward with plans to grow our reach across Canada, bolster our service catalog, and improve delivery efficiencies.

PCM Canada customers stand to benefit from deepened relationships with vendors and from a strategic partnership with sister company, Stratiform.

Working at PCM Canada

PCM Canada supports clients in reaching their business goals. PCM Canada is an exciting and rewarding place to work for both IT and business professionals.

We strive to provide the highest standard of service, while leveraging the latest technology. The deep, long-lasting relationships with our loyal clients are a testament to our award-

winning and industry recognized people and processes.

Here at PCM Canada, we've built an environment that is fast-paced and dynamic; constantly evolving to the changing technology industry.

Our innovative approach promotes consistent growth and expansion that have created numerous career and advancement opportunities.

This is echoed in our all of our internal practices as PCM Canada provides its employees with the latest training, programs and devices needed to complete their jobs to the best of their abilities.

Kick-start your IT career by joining our PCM family

PCM Canada has delivered the right technology to clients for over 30 years. Over the decades, PCM Canada has partnered with top technology brands like Apple, HP, Dell, Microsoft and Cisco to offer our customers the best IT solutions available on the market.

This success wouldn't be possible without the dedicated, motivated PCMers that make up our growing family.

We offer a full benefits program which includes Life Insurance, Accidental Death and Dismemberment, Short and Long Term Disability, Extended HealthCare (including a Vision Care program), and Dental care.

We also follow a comprehensive workplace health and safety program to ensure our employees are given the most comfortable and productive work environment possible.

About the Company

PCM Canada, is a full spectrum, enterprise-wide technology solutions provider that has been in the IT business since 1984.

  • We deliver end-to-end IT solutions to clients across Canada, such as application innovations; systems integration services;
  • hardware and software procurement services; and managed services (computer facilities management, application management, support / help desk and life cycle management services, etc.

    With 600 IT professionals and support staff, we deliver quality service from our office locations in Edmonton, Calgary, Fort McMurray, Richmond Hill, Markham, Etobicoke, Winnipeg, and Vancouver.

    This role is a permanent position with our Stratiform division.

    Stratiform was founded in 2012 and has quickly grown to prominence with a hand-picked team and our commitment to Do What's Right.

    Our expertise in Microsoft and Cloud has led to our rapid growth and market-leading reputation with customers. At Stratiform, we have become one of Microsoft's go-

    to cloud partners in Canada.

    In 2017, Stratiform was purchased by PCM Canada. Our Managed Services business continues to grow, and as it does, we need to bring on new talent eager to learn.

    Being a born in the cloud company we're to grow talent and maintain a sustainable growth model.

    Systems Analyst - Calgary

    Key Responsibilities (Systems Analyst, Calgary) :

    Stratiform's Managed Services are delivered out of Calgary, consisting of tier 1, tier 2, and tier 3 technicians. As an Azure Support Analyst (Tier 2), you will be responsible for providing second line, quality support to our customers with the support and guidance of our tier 3 technicians.

    This position is unlike other tier 2 positions because you will be given the opportunity to take on more advanced tasks in addition to typical tier 2 work.

    You will be working with both on-premise and cloud customer environments with exposure to more than just the typical tier 1 escalations and basic server NOC support tasks.

    The organization is in the process of migrating from legacy ConnectWise and ZenDesk platforms to PCM's global, very mature, ServiceNow platform.

    There are Team Leads in Calgary and Edmonton that manage the day-to-day workloads, and two Solution Architects dedicated to Managed Services that assist the sales teams.

    Key Responsibilities include :

  • Manage ticketsOwn incidents from inception to resolution, you are the point of contact for our customersSometimes scheduling tickets will be requiredBe responsive and ensure SLA's are met with any tickets you handle
  • End-user supportBe responsive and respectful to end-user's concerns, questions, and problemsDeal with issues related toWorkstationsMobile DevicesGeneral software troubleshooting
  • Server supportCorrespond with and deal with contacts at customer organizations, whether they are IT Staff, or ManagersDeal with issues related to corporate infrastructureServer HardwareSwitchesRoutersFirewallsAccess PointsStorage ArraysSoftwareGeneral software troubleshootingPatching
  • You will be part of the team that deals with alerts from our monitoring systems, helping investigate and triage problems detected by our monitoring systems
  • Working flexibility is required, not everyone on the team starts and ends their day at the same time, we grant flexibility in the hours you work but expect there may be times you are required to work outside business hours too (this is a staple of IT)
  • Cross training and training as a team is a part of this role, if you possess skills other team members do not you may be expected to provide training, and if you require training other team members will provide you with training and mentorship as well
  • Respect and professionalismWorking hour flexibility is a benefit, but you will be expected to be communicative if you are unable to come in during your normal scheduleYou are expected to work with your team, be respectful of your team mates, and conduct yourself with the utmost in professionalismYou will be respectful, and use appropriate language when dealing with customers and colleagues, we're all adults and we expect you will understand what language is appropriate given your audienceStratiform is a professional working environment, and we expect your attire, grooming, and hygiene reflect this, dress appropriately, and expect you may be expected to adhere to the dress standards of customers if you are required to go on site
  • Required Skills & Experience :

  • Post-secondary training or education in an applicable technology related program
  • 5+ years of experience supporting corporate infrastructure
  • Experience working with, and understanding of Microsoft Operating Systems
  • Experience working with, and understanding of Microsoft Office Products
  • Experience with troubleshooting and using computers and software
  • Passion for technology and learning
  • Easygoing, hardworking, team focused attitude
  • This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group / department may be required in addition to changes in the emphasis of duties as required from time to time.

    There is a requirement for the post holder to recognize this and adopt a flexible approach to work. Job descriptions will be reviewed regularly and where necessary revised in accordance with organizational needs.

    Any major changes will be discussed with the post holder.

    Desired Skills & Experience :

  • Experience with Microsoft Azure services is a highly differentiating asset
  • Programming and or scripting knowledge an asset (PowerShell and C# in particular)
  • Customer service experience
  • Prior work in an IT environment
  • Experience with other Microsoft Software
  • Candidates must be able to work independently. Characteristics of importance include but are not limited to customer service, problem solving, communication skills, and the ability to read / interpret the needs / wants of customers.

    Physical Requirements :

  • Handling maximum of 21-50 lbs.
  • Lifting20- 50 lbs. (occasional) - low level lifting20- 50 lbs. (frequent) - waist level lifting20-50 lbs. (rare) - above shoulder lifting20-
  • 50 lbs. (occasional) - front carry5-20 lbs. (rare) - side carryPushing / Pulling (hand carts and dollies)60-100 lbs. (occasional)

  • Sitting / driving (constant)
  • Trunk rotation (rare)
  • Crouching / squatting / kneeling / crawling (occasional)
  • Walking and standing (frequent)
  • Climbing stairs (occasional)
  • Hand use (frequent)
  • As a condition of employment, this job is subject to the successful completion of the following Pre-employment conditions : Reference Checks, Criminal Background Checks and a Driver's Abstract if required for the role.

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