End User Device Support Analyst providing technical support for end - user devices in Hamilton. Collaborating with IT teams to ensure device security and functionality for City employees.
About the role
- Production Support Analyst ensuring stability of enterprise systems and troubleshooting issues. Collaborating with teams for timely incident resolution in a hybrid work environment.
Responsibilities
- Monitor daily system operations and maintain scheduled jobs to ensure smooth and uninterrupted processing across production environments.
- Troubleshoot basic system, application, and data-related issues, performing initial diagnosis and escalating to appropriate teams when necessary.
- Manage and update support tickets through their lifecycle, ensuring timely resolution within defined Service Level Agreements (SLAs).
- Assist users with data-related inquiries and basic system issues, providing clear and timely responses.
- Perform routine system administration and operational support tasks to maintain the health and availability of production environments.
- Write and run basic SQL queries to retrieve data and support production issue analysis and reporting.
- Support incident resolution activities and assist with root cause analysis under guidance to prevent recurrence of issues.
- Maintain accurate and up-to-date technical and user documentation, including runbooks, procedures, and knowledge base articles.
- Collaborate with internal teams (development, infrastructure, business users) to investigate, troubleshoot, and resolve production issues.
- Assist with file transfers using secure methods such as SFTP or FTPS, ensuring data integrity and adherence to security standards.
- Support deployment activities and follow established change management processes to ensure controlled and reliable releases.
- Participate in system monitoring and help identify potential operational improvements, automation opportunities, and process enhancements.
Requirements
- 2+ years of experience in a production support, application support, or operations
- Working knowledge of SQL and ability to write basic queries against relational databases (e.g., SQL Server, Oracle, PostgreSQL).
- Experience with ticketing and ITSM tools (e.g., ServiceNow, Jira, Remedy) and familiarity with SLA-driven support.
- Exposure to job scheduling and monitoring tools (e.g., Autosys, Control-M, Airflow, or similar).
- Familiarity with secure file transfer protocols such as SFTP and FTPS.
- Understanding of incident, problem, and change management processes (ITIL awareness is a plus).
- Basic knowledge of Linux/Unix and Windows environments, including common command-line operations and log analysis.
- Exposure to cloud platforms (AWS or Azure) and scripting languages (e.g., Python, Shell) is a plus.
Benefits
- Competitive salary
- Flexible work environment with a focus on work-life balance
- Comprehensive benefits
- Opportunities for professional growth
- Learning-oriented culture with access to mentorship and skill development
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