The TELUS Digital (Digital Operations Team) is seeking a Technology Analyst, bringing familiarity with a wide array of IT technologies. We’re seeking an energetic individual who enjoys working within a large team and has excellent communication, collaboration and problem solving skills.

Bring your passion for problem solving and superb customer service to this Tier 2 support team that stands at the forefront of resolving incidents for TELUS Digital customers. As we move towards cloud based infrastructure, you will be applying your existing skills to our support environment while continually learning and growing together with the team - working with the newest technologies in one of the most fast-paced, and complex environments that TELUS Digital has.

Here’s the impact you’ll make and what we’ll accomplish together

As an entry-level Technology Analyst, you will be on the frontlines of our monitoring, alarming, and ticket-handling processes for our prioritization, escalation, and resolution of service-impacting incidents. Your technical skills and ability to collaborate will be paramount to resolving complex issues as well as providing feedback on our troubleshooting practices and overall support processes. Your experience and collaborative style will ensure we continue to provide the highest levels of customer service while continuously driving improvement in existing support capabilities.

Here’s how:

• Using Service Now ticketing system dashboards and Logic Monitor platform to monitor software and hardware events occurring on servers, network devices and cloud infrastructure..

• Ensuring all incidents are properly managed by either direct-resolution or proper escalation to the next level of support

• Handling customer-driven Domain Name System (DNS) change requests according to our change management practices

• Ensure that all customer-impacting events are managed according to our Service Level Agreements

• Identifying and escalating when support processes are in need of updating

• Taking your turn at coordinating team activities as a Shift Prime during scheduled shifts

You’re the missing piece of the puzzle:

• With a minimum of 2 years of IT Support in a Tier 1 or Tier 2 help desk team, supporting complex technical environments (100+ devices)

• Network service experience with DNS Management, Network Switching & Routing, and Virtual networking technologies (VMWare, ESX, NSX, NSX-T)

• Experience in various flavors of Unix, Linux, and Windows Operating Systems

• Experience in virtual and distributed storage solutions

• Flexibility to work scheduled shifts in a rotation with other team members, supporting 24x7x365 support availability (shifts covering days, nights, and weekends)

• Keen desire to measure and improve processes and systems

• Strong analytical, problem solving and troubleshooting skills

• Ability to obtain Government of Canada - Level 2 (Top Secret) clearance

• The flexibility to change as the business needs evolve

• Flexibility to work shifts on a rotational basis, supporting 24x7x365 support availability.

Great-to-haves:

• Bilingual (English with French).

• A degree or certificate in Computer Science or Engineering

• 1 or more of the following: Cisco Network Certification(s), Certificate in Microsoft solutions, Linux Certification(s), UNIX Certification(s), GCP/AWS/Azure certifications, VMWare ESX, NSX certifications.