Operations Centre Analyst

Who we are

Bulletproof, a GLI Company, is a premiere technology solutions and managed service company founded in Atlantic Canada in 2000.  At Bulletproof, we are committed to our customers, our team and our communities.

Driven by innovative and empowered teamwork, we partner with top technology brands to deliver an extensive range of IT solutions that solve business challenges and empower our global clients to use technology more effectively and securely. Bulletproof is a Gold Microsoft Partner and a TWO TIME Microsoft Canada Modern Workplace IMPACT Award winner.

We are growing! Our mandate to expand our capacity and market reach is aggressive. We are building the team to help us achieve those goals; in Canada, in the USA and Internationally. We have ambitious plans to leverage our depth of experience across our practices.

Bulletproof’s practices include Security and Network Operations Centers, program and project management, Cyber security services, Quality Assurance and Testing, Consulting, Education and Product Fulfillment; working together to provide true end-to-end business solutions. 

Our Security Operations Center protects our clients 24 hours a day by providing extensive Infrastructure Services, including best-in-class technology offerings.  Our commitment to our Microsoft Practice elevates productivity and collaboration capabilities, and our Learning Solutions allow us to enhance the knowledge and skill sets of all our clients.

About the role

Bulletproof is seeking a highly energetic and team-oriented individual for the full-time position of Operations Centre Analyst located in any current Bulletproof office locations. 

This position serves as the 2nd and 3rd level technical support for network incidents and problems in internal and external infrastructure and network environments for all Bulletproof clients.

Responsibilities:

  • Provide network support and perform troubleshooting for various WAN/LAN connectivity issues.

  • Assist customers to maintain network security and configure remote network devices and provide engineering support.

  • Analyze and recommend solutions, upgrades services to streamline process and recommend improvements.

  • Maintain hardware and software for network devices and assist in installation and upgrade workstations and servers.

  • Responsible for upholding network security measures set by client/Bulletproof policies.

  • Install and maintain data and voice communication through routers, switches, and WAN devices.

  • Perform System Administration tasks on Windows Server and other Windows OS platforms.

  • Provide capacity and availability analysis for both wired and wireless LAN/WAN infrastructure.

  • Administer and program IP addresses, develop network resources and train support personnel to provide support to customers.

  • Monitor all information assurance policies and enforce compliance to all network security policies and evaluate relational dependencies between ICT systems.

  • Monitor and perform hardware and software upgrades to network servers including operating systems and applications.

  • Coordinate with various teams for disaster planning, perform network backup and monitor recovery processes.

  • Manage and document network systems, operational procedures and monitor network hardware inventory.

  • Administer software licensing and purchasing with 3rd party support agreements for effective support and maintenance of network devices.

  • Participate in network on-call support on rotational basis.

  • Responsible for attaining and maintain technical certifications (CISCO, Microsoft, Fortinet, Kaseya, etc.)

  • Ensure and provide effective customer service to managers and customers and performs other duties as assigned.

Required Education and Other Credentials: 

  • A Bachelor’s degree in a related technical discipline or a college certificate or diploma in information technology and/or relevant IT experience and industry certification.

  • Solid working knowledge of Networking typologies, LAN/WAN technologies, Microsoft Windows and other Microsoft Office programs is a requirement.

  • Knowledge of Enterprise hosting environment and interconnectivity from a network communication protocol point of view.

  • Excellent communication and interpersonal skills and a strong customer service orientation is required.

  • Ability to work independently with minimal supervision while handling multiple tasks and changing priorities.

  • Familiarity with ITIL processes such as Incident and Change Management is an asset.

  • Experience in NextGen Firewalls and an IPS/IDS environment would be considered an asset. Certifications in CISCO, Fortinet, Kaseya and Microsoft would be definite assets.

  • Regular travel will be required.

  • Flexible work schedule and able to work shifts as required.

  • Must possess a valid Driver’s License.

Required Skills/Experience: 

  • Minimum of 5 + years’ experience in an IT support analyst position.

  • Must possess relevant technical skills/certifications in the systems or area specified by management.

  • Working knowledge of network topology and remote access devices required.

  • Must have the ability to handle and organize multiple incidents and tight deadlines.

  • Must demonstrate a high degree of attention to quality and detail.

  • Must have the ability to assess a situation quickly and make best recommendations for all parties involved.

  • Ability to update incident tracking systems using professional correspondence.

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