Service Operations Analyst I

Job Purpose

The Service Operations Analyst I is an entry-level technical support role focused on providing high-quality customer service and technical support to clients with a core emphasis on tape handling operations. This role is responsible for coordinating and executing backup tape rotations managing emergency tape swaps and maintaining accurate tracking and communication with clients and third-party providers. Additional responsibilities include supporting IT systems and troubleshooting technical issues as needed.

Core Responsibilities (Tape Handling Operations)

Coordinate and communicate tape swap with client and third party delivery provider

Perform scheduled on-site backup tape rotations on Saturdays and Sundays

Eject completed backup media from tape library

Insert fresh tape(s) into tape library

Label/scan as required

Log swaps into internal tracking

Be available for after-hours callout to site for emergency tape swaps

Additional Responsibilities

Provide technical support to multiple clients via phone chat email

Escalate to appropriate team members or leadership as necessary

Monitor IT infrastructure and identify potential issues before they manifest

Maintain excellent communication and interpersonal skills

Pursue continuing education and/or professional development to stay current with industry standards and best practices

Identify plan and implement improvements in all processes as needed

Education

Two years of College or Technical School resulting in diploma or equivalent

Certifications Accreditations Licenses

Professional certifications such as ITIL A Network Microsoft 365 and/or Azure fundamentals (or equivalent) are highly desirable. Ontario Enhanced OPP4 Clearance a bonus.

Relevant Work Experience

02 years in related field

Special Knowledge Skills and Abilities

Previous experience in a technical support role considered an asset

Broad understanding of IT systems

Ability to identify and troubleshoot a wide range of technical issues

Experience working in a service desk or NOC environment

Knowledge of industry best practices and standards for IT service delivery considered an asset

ServiceNow experience considered an asset

Strong communication and interpersonal skills

Excellent problem-solving and decision-making skills including handling complex issues and escalating as needed

Experience with monitoring and maintaining IT systems including network performance and identifying potential issues

Proven track record of providing high-quality customer service and/or technical support is desirable

Bilingualism (English and French) highly desirable and considered an asset

Supervisory Responsibility

This position does not have any supervisory responsibilities

Work Environment

Work onsite part-time in an office environment within Guelph

Must be able to work shifts including nights / weekends / holidays

Limited ability to work remotely (050%)

Important Notes:

Part-time role - 24 hours per week (3 days 8 hours)
Fully onsite
Rotational shifts

#LI-PK1 #PARTTIME #ONSITE

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.

Required Experience:

IC