Job Details

    Job Title : Systems Technical Support Analyst
    Company Name : The Pythian Group Inc
    Job Type : Full Time
    Job Location : Ottawa
    Post Date : 2019-02-11
    Close Date : 2019-05-09
    How To Apply: Apply by phone: 613-565-8696 ext. 1727 Apply by mail to: 313 McRae Avenue, #700 Ottawa, ON, K1Z 0B9 Apply by e-mail to: Contact Person: Kirsi Maharaj

    Description :

    Company: The Pythian Group Inc.

    Business Information: At Pythian we specialized inIT Product and Services, company that helps business adopt technologies to advance innovation and increase agility.  Database consulting / IT Infrastructure

    Business Location: 319 McRae Ave. Suite 700, Ottawa, Ontario. K1Z 0B9

    Work Location: Same as above


    Type of Employment: Full time – Permanent

    Estimated Start Date: As soon as possible


    Job Description:

        • Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
        • Consult user guides, technical manuals and other documents to research and implement solutions
        • Provide advice and training to users in response to identified difficulties. Soliciting feedback from users regarding  current IT services and future t IT requirements
        • Collect, organize and maintain a problems and solutions log for use by other technical support analysts
        • Participate in the redesign of applications and other software
        • Supervise other technical support workers in this group
        • Provide business systems, network and Internet support to users in response to identified difficulties
        • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Configuring desktops, software and services
        • Discovering inconsistencies in complying with corporate standards of security, hardware and software platforms and working with staff to resolve them
        • Continuous learning of IT Services, technologies used, internal procedures and policies.
        • Building and maintaining trustful relationships between a globally diverse user community and IT
        • Identifying issue trends and reducing their frequency by educating employees and creating and updating Confluence articles and end user documentation.
        • Triaging and troubleshooting user requests and alerts from Pythian’s IT infrastructure systems
        • Identifying and proposing solutions to simplify the delivery of IT services based on ITIL best practices.



    Education:  Completion of a college program or other courses in computer science, computer programming or network administration is required.

    Experience: Due to the critical projects we handle the candidate must have a minimum of 5 years of experience in End User Support


    -       AWS Certification for SysOps Administrator at the Associate level is required.

    -       Administration of Windows and Linux (Server OS)

    -       AWS Certification for Solutions Architecture at the Associate level is required.

    -       AWS Technical Professional recognition is required.

    -       ITIL Foundation Certification in IT Service Management is required.

    -       Experience with TCP/IP networks and with DNS, DHCP, SMTP, FTP, CIFS, NFS

    -       Experience supporting and configuring Windows, Mac, ChromeOS, iOS and Android devices.

    -       Experience supporting and deploying a VDI solution.

    -       Experience with monitoring systems such as Nagios

    -       VPN, IPSec, Linux based Firewalls

    -       Experience supporting Linux based Web servers

    -       Recent/significant experience using the following IT tools:  PagerDuty; Jira; Secret Server; LastPass; Bomgar; ESET.

    -       Recent/significant experience supporting the following office tools:  Office 365, G Suite Enterprise; Cyrus IMAP; Lucidchart; Tableau; GoToMeeting; Slack.

    -       Cobit is an asset

    -       PMP, Prince2 is an asset

    -       Experience with Active Directory is an asset

    -       Microsoft SQL Certification


    Computer, skills, experience and Technology Knowledge required:

        • Linux
        • Networking software
        • Networking hardware
        • Network Vulnerability, Analyzer/ Scanner, IT Security
        • Extranet
        • Internet
        • Security software
        • Wireless networks
        • TCP/IP
        • Windows Server OS
        • Virtual Platform
        • Hardware Installation, Configuration and Maintenance
        • Broadband Technologies (T1, DLS, Cable, Wireless, Satellite, Fiber Optics)
        • Database Administration (Microsoft Access and SQL Server)
        • Cisco Specifics


    Work Conditions

        • Fast-paced environment
        • Work under pressure
        • Tight deadlines
        • Attention to detail
        • The candidate must demonstrate good communication skills and the ability to work independently or under general direction only.


    Salary: $29.75 to $31.75 Hourly, 40.00 Hours per week.



    - Disability

    - Extended Medical Insurance

    - Dental Insurance

    - RRSP Match

    - SEED Fund: 3% of salary up to $5,000.00 for Professional Development

    - Office Allowance: $3,000.00 over 4 years for the purchase of Office Equipment


    Important information:

    Work schedule is from 8:00 AM to 5:00 PM. Participation in the on-call rotation after hours within the team and logging all the troubleshooting activities are a mandatory part of the position. This could include pages during weekends (while on call) with the expectation that you are able to begin working on them instantaneously.



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