Technical Analyst
Aviva
Markham, ON
PURPOSE
This position is a technical role on our Desktop Engineering and Workplace team. The main function of the Technical Analyst is to be responsible for the administration of the technology that supports our end users ensuring consistent and reliable operation. This individual will be working closely with our IT Care team, creating communications, interacting with vendors, participating in escalation process for issues concerning our internal customers / employees and will provide solution, documentation, and cross-training to team members.

This role requires someone who has excellent troubleshooting and communications skills, with a customer service mindset, who enjoys solving user's technical issues in a timely manner while working as part of a team.

ACCOUNTABILITIES
Responsible for general systems administration tasks including system configuration management, Enterprise software build, packaging and deployment (OS installations, security updates, system patching)

Effectively conduct detailed technical discussions, develop, and present required briefing materials to ensure the customer’s needs are met.

Interact with IT Care / Help Desk Staff to ensure they have appropriate solutions to address employee support calls and scenarios, performs Tier 2 and 3 support, and providing technical troubleshooting within Windows 7/10 OS environment.

Practical experience of desktop migration from Windows 7 to Windows 10 including mass imaging, data and profile migration within a desktop environment;
Expert Knowledge in PowerShell Scripting or other automation experience to achieve troubleshooting or migration efficiencies;
Practical experience with SCCM Software distribution, PC Imaging, PXE, WDS, MDT and Windows Autopilot;
Practical experience with Windows Server 2012 and/or 2016: Active Directory, Group Policy, User management;
Practical knowledge of OS and application patching
Knowledge of Enterprise level secure printing solutions,
Practical experience with datacentre systems, and remote office infrastructure;
Knowledge of Asset Management and Enterprise software management (license management);
Knowledge of Virtualization: application, server, and desktop (VMware, Microsoft, Citrix);
Knowledge of ITIL, Change, Incident, and Problem Management
Properly document and track issues using enterprise ticketing system;
REQUIREMENTS
EDUCATION
Computer Diploma or equivalent
Network+ or Server+ certification an asset
Computer Science/Software Engineering background an asset
EXPERIENCE
5-7 years’ experience in a rapid paced, time sensitive, high-quality environment (Agile practices) in IT Infrastructure
Strong problem solving and analytical skills based on 3-5 years’ experience in a desktop support role.
3-5 years’ experience supporting common Desktop applications and related hardware technologies, MCSA certification or higher a plus.
KNOWLEDGE, SKILLS & ABILITIES
Knowledge in the following supported operating systems;
Windows Desktop OS’s
Windows/Linux Server OS’s a plus
Entry-level scripting abilities (JSON, Python, Bash, PowerShell etc.)
Beginner understanding of Software Development Lifecycle (SDLC) (Agile, Waterfall, Iterative)
Experience with corporate mobile devices on enterprise messaging server. Experience with Microsoft Intune a plus
Experience using incident tracking tools
Must be a strong team player and eager to accept challenges.
Must have excellent team and collaboration skills
ITIL certification and Agile would be an asset
Additional Information

Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.