Service Desk Technical Analyst

We are seeking an Technical Analyst for our Global Service Desk. As part of the Service Delivery Team, the successful candidate will apply intermediate analytical and problem solving skills to help deliver responsive resolutions, communications and support services to customers and service teams using ITIL best practices.

This position can be located in either our Toronto, Ontario or Kelowna, British Columbia office and comes with an attractive benefits package.

 Who are we? TENZING delivers solutions and services that enhance performance, maintain security and simplify compliance for retailers and manufacturers. By combining deep technical expertise with exceptional service delivery and support, Tenzing helps clients alleviate risk and maximize revenue from their digital investments.

Why work with us? We take care of the basics. We expect a great deal from our team and in return we provide attractive compensation packages and opportunities for advancement. We believe in investing in our employees. When our employees get smarter, we get smarter. If this resonates with you, we would love to hear from you!

Only resumes from those who are currently authorized to work for any Canadian employer will be reviewed and considered.

What you will be doing…

    • Utilize superior technical troubleshooting skills to provide hands on support
    • Troubleshoot highly technical incidents to restore services, while aiming at First Call Resolution
    • Respond to monitoring system events, troubleshoot and resolve incidents without escalations
    • Identify system improvements which may include upgrading, installing and configuring systems
    • Respond to online and phone Service Desk requests from clients while achieving high Customer Satisfaction
    • Provide answers and support to clients by identifying problems, and guiding clients through corrective steps
    • Contribute to Knowledge Base and systems documentation, ensuring accuracy and relevance
    • Exceed customer expectations
    • Learn and use groundbreaking technologies
    • Interact with leading technologists around the world

 Must Haves:

    • Minimum of 2 years systems administration experience
    • Minimum of 2 years of experience running services on Linux and AWS
    • Minimum 2 years of Development of systems management and administration automation in Perl, Python, Ruby or Java
    • Minimum 2 years of solid experience supporting Linux RedHat Server environment Minimum 2 years Linux/Windows Support experience

The skills you will need…

  • Bachelor’s degree in Computer Science or an Engineering discipline
  • Experience supporting Magento or ATG (Oracle Commerce) e-commerce platforms
  • Experience with Apache, Tomcat, JBoss, MySQL and webhosting
  • Ability to work in a fast-paced and demanding environment
  • Customer service experience / strong customer focus
  • Strong multi-tasking skills
  • Strong analysis and troubleshooting skills and experience
  • Self-starter who is excited about learning new technologies on a daily basis
  • Proven relevant technical ability with a willingness to learn
  • Demonstrated excellent written/oral communication skills
  • Associate Degree in IT Services or equivalent experience
  • Strong analytical and problem solving skills
  • Certification in Linux, AWS, Magento, Microsoft, Network or VMware highly desirable
  • Applicants must be willing to work shift work, weekends or afternoons
  • Experience with Cloud architecture patterns and distributed computing concepts
  • Messaging and Queueing experience
  • Detailed knowledge of networking protocols: DNS, HTTP, SSL, SMTP, TCP
  • Exposure to security concepts / best practices
  • Experience troubleshooting file-system, block and object storage
  • Experience managing full application stacks from the OS up through custom applications

 How to Apply: If you meet the requirements for this position and this sounds like the direction you want to take your career, please forward your resume to for consideration.

Please indicate the position title you are applying for in the subject line.

Only qualified candidates will be contacted.

Thank you for your interest in Tenzing Managed IT Services! We are an equal opportunity employer.