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Senior Service Desk Analyst in Vancouver at Inteqna

Date Posted: 8/23/2018

Job Snapshot

Job Description

Inteqna's client is an exciting and successful Hotel Management company that manages hotels across Canada. You have a chance to work in this exciting industry and help support the IT for the front and back office management teams. The locations is in beautiful downtown Vancouver with easy access to SkyTrain Canada Line.

As a Senior Service Desk Analyst (IT Service Desk – Level 2 Technician) you will be responsible for day-to-day monitoring, troubleshooting, and maintenance of IT environments. You must have a background in Windows, network and storage infrastructure, and virtual and non-virtual environments. You will interact directly with external customers and will support their applications and infrastructure remotely. You will work closely with our vendors and partners and you will assist or lead special projects as needed.

The team has other Analysts located in Halifax, Montreal, Edmonton and planned locations are Toronto and Vancouver. You will assist in supporting remote locations in different time zones. Occasional travel to other locations and/or cities may be required but will be planned.

Reporting to the IT Service Desk Manager, ideal candidates have:

Intermediate to advanced knowledge of Windows desktop and server technology

Intermediate knowledge of Ethernet and TCP&UDP/IP networking

Intermediate knowledge of L2 and L3 switches and hardware firewalls

Intermediate knowledge of common infrastructure services and technologies (E.g., DNS, DHCP, LDAP, etc...)

Experience supporting multi-site and remote implementations

Experience using and implementing IPSec and SSL VPN solutions

Experience using and implementing the VMWare hypervisor

Experience using and implementing fibre channel and NAS storage arrays

Experience supporting production internet environments

The ability to rapidly self-educate on new concepts and tools

The ability to communicate complex technical information in straightforward terms

Working knowledge of Windows batch and PowerShell and/or VBScript scripting


Support customer environments by responding to add/move/change requests

Implement new environments and optimize existing environments

Contribute to planning efforts for disaster recovery, capacity expansion and component upgrading

Contribute to efforts in multi-platform configuration and automation

Participate in on-call rotation

Produce and maintain documentation on installations, incidents, and procedures

Install and configure tools for event monitoring, capacity planning, performance monitoring, etc.

Make recommendations based on monitoring results and observations

Level 1 and 2 troubleshooting and resolution of system problems

Perform system software upgrades including scheduling, testing, and coordination

Create and manage user accounts

Configure data backups and recovery

Participate in team meetings

Participate in customer meetings and review sessions

Contribute to general improvement projects of internal and external infrastructure and systems


Strong English spoken and writing skills (Bilingual spoken French and English would be an asset.)

4+ years of experience in the IT industry and at least 1 year of experience in a similar role

Advanced education at the university, college, CEGEP, or accredited program levels is preferred

Industry certifications from leading vendors, frameworks (E.g., ITIL) and standards organizations are preferred

Experience working in the hospitality industry, with POS infrastructure, or with PMS infrastructure is advantageous

A strong desire and ability to be a first point of contact for external and remote customers

A strong desire and ability to continue learning and to stay ahead of the typical customer’s knowledge and experience

A strong desire and ability to lead improvement projects and see them through to the end

A strong desire and ability to work closely with other team members and to help them grow and gain new skills and knowledge

To Apply:

Please apply directly online or submit your resume to

Inteqna would like to thank all candidates for their interest in this opportunity. Due to the volume of resumes we receive we may only be able to respond directly to those candidates being selected for an interview.

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