Support Analyst II Jobs

NIRIX

Location:
Canada, Edmonton

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As part of the support team, you will provide level II technical support for our e. Bring the right attitude, work hard, and advance through a clear career roadmap with great career advancement opportunities.

Job Responsibility:

Provide professional and timely technical support for NIRIX oneWorkspace 365 customers
Work collaboratively with various departments and teams in delivering excellent and prompt customer support
Proactively monitor and analyze logs and alerts generated from our monitoring systems
Advance level troubleshooting of mail flow and delivery issues
Troubleshoot and optimize customer’s public DNS records related to oneWorkspace 365
Troubleshoot network related issues affecting oneWorkspace 365 user experience using tools such as but not limited to psping, tracert, nslookup, and other advanced network monitoring tools
Provider data restoration and recovery as required
Maintain, develop, and enhance existing PowerShell and Windows scripts used for system automation and reporting.
Work with 3rd party vendors to troubleshoot system issues, performance tuning, and other maintenances
Assist Technology Operations Team with deploying an approved application to oneWorkspace 365 servers
Onsite deployment, troubleshooting, and configuration of network equipment, desktops, servers (Physical and Virtual), wireless access points, and other devices as required
Collect technical information at the customer site as required by our Technical Support and Onboarding team
Provide customer training, as and when required
Be part of NIRIX’s 24x7x365 technical support team and follow standard support and escalation procedures
Ensure all support related, security, and information disclosure policies and procedures are followed and enforced
Inform the appropriate contact within NIRIX on any potential security breaches or customer complaints to appropriate
Follow established standard operating procedures for technical support, escalation, and customer complaints
Participate in weekly CustomerCare support team meetings
Assist with the analysis of existing helpdesk processes and oneWorkspace 365 services, suggest improvements
Contribute technical documents and guides to the technical library
Work on other duties and projects as required.

Requirements:

You have an attitude for customer service excellence
You passionately enjoy working with customers
You have 3-4 years of providing hands-on technical support with a particular focus on cloud and/or hosting services
Experience with the following is considered an asset (Remote Access Technologies, Virtualization Technologies such as Hyper-V and VMware, Windows Server, Linux, Active Directory, LDAP, Microsoft Azure, Amazon AWS, Microsoft IIS, Apache, Cisco Meraki, Ubiquiti, SonicWALL, Portecle, Open SSL, Lets Ecnrypt, SSl, TLS, VLAN, VPN, SSH, FTP, Firewall, IIS, Apache, Microsoft Teams, Microsoft 365, Microsoft SharePoint, SQL Server, MySQL, Bash, Windows Scripting Host, Windows PowerShell, Windows Deployment Services, Patch Management Systems, Remote Monitoring Tools, Confluence, BMS (Broker Management System), EDI, QuickBooks, Sage 50, Xactimate, Polycom IP Phone, Goto by LogMeIn)
A current Microsoft certification (Preferred)
Excellent and effective written and verbal communications skills. Must be fluent in English
Ability to effectively communicate issues, ideas, proposals, and solutions
Ability to work in a team environment of diverse specialization such as administration vs technical
Excellent organization skills with detail AND accuracy
Excellent documentation skills with detail AND accuracy
Ability to multi-task and manage multiple assigned tasks
Ability to understand and deliver high-quality customer service
Natural negotiation and dispute resolution talent
Ability to handle difficult customers and challenging environments
Ability to quickly identify key issues and establish common grounds
Attention to details but with the ability to understand and see the big picture
A valid Alberta driver’s license is mandatory

Nice to have:

Experience with the following is considered an asset (Remote Access Technologies, Virtualization Technologies such as Hyper-V and VMware, Windows Server, Linux, Active Directory, LDAP, Microsoft Azure, Amazon AWS, Microsoft IIS, Apache, Cisco Meraki, Ubiquiti, SonicWALL, Portecle, Open SSL, Lets Ecnrypt, SSl, TLS, VLAN, VPN, SSH, FTP, Firewall, IIS, Apache, Microsoft Teams, Microsoft 365, Microsoft SharePoint, SQL Server, MySQL, Bash, Windows Scripting Host, Windows PowerShell, Windows Deployment Services, Patch Management Systems, Remote Monitoring Tools, Confluence, BMS (Broker Management System), EDI, QuickBooks, Sage 50, Xactimate, Polycom IP Phone, Goto by LogMeIn)
A current Microsoft certification (Preferred)

What we offer:

Paid Vacation
Personal wellness days
Flexible work arrangement
Lots of onsite parking
Discount on all major computer equipment
Company events
Paid time off
Extended Health Care
Health Spending Account
Discounted underground parking

Additional Information:

Job Posted:
December 10, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Support Analyst II