Senior Help Desk Analyst providing application support for Alberta Education and Advanced Education online systems. Troubleshooting public users’ issues, managing tickets, testing fixes, and coordinating resolutions.
About the role
- Cloud IT Support Consultant providing Tier 2 AWS, Windows, and Linux infrastructure support. Vision33 helps organizations modernize operations through cloud ERP and business solutions.
Responsibilities
- Provide Tier 2 client infrastructure support through the TotalCare Support Team
- Handle a continuous flow of tickets, requests, and escalations across multiple systems and platforms
- Rapidly triage, prioritize, and manage concurrent issues while meeting defined SLAs
- Manage client incidents end-to-end, from identifying and troubleshooting issues to resolving complex escalations in Windows and Linux server environments
- Administer end-user and security profiles across 100+ servers
- Configure, deploy, and maintain AWS cloud environments
- Use CloudWatch and CloudTrail for proactive monitoring and performance optimization
- Perform advanced troubleshooting and system restores in AWS, including Windows Server and SUSE Linux
- Conduct root cause analyses and implement corrective and preventive measures
- Develop and maintain PowerShell and Bash automation scripts
- Configure and support IIS, Apache, Nginx, and file/print services
- Coordinate and execute server maintenance and backup programs
- Assist customers with restores when required
- Create and maintain internal documentation for support procedures and best practices
Requirements
- Minimum of 5 years of hands-on experience working with AWS cloud environments, with strong troubleshooting and infrastructure support skills
- Minimum of 5 years of experience supporting network infrastructure, including routers, firewalls, and related networking technologies
- A Bachelor degree or an equivalent combination of education with a minimum of 5 years’ experience working in a client-facing support role
- Proven experience supporting Windows and Linux systems in mission-critical environments
- Demonstrated competency in server administration and security protocols
- Knowledge and exposure configuring routers and firewalls
- Scripting experience using Python, Bash, Ruby, or Power Shell
- Familiarity with support ‘best practices’ (e.g. ITIL Framework)
- Experience supporting servers in an AWS (or other cloud environment)
- Knowledge and experience supporting ERP solutions
- Exposure to SAP Business One is an asset
- Experience with Smartsheet or similar project/task management tools
- Experience with Zendesk ticketing system
- Ability to process and resolve a high volume of requests efficiently
- Strong organizational and time-management skills
- Clear, professional communication with technical and non-technical stakeholders
- Ability to work in Pacific Time (PST) hours; candidates in Mountain Time (MST) may be considered if they can align with required working hours
Benefits
- Competitive total rewards program
- Employer investment in employee growth, well-being, and success
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