Technical Analyst II

Bulletproof is an award-winning IT, security, and compliance partner helping organizations operate with confidence.

For more than 20 years, we've supported public and private sector organizations across North America and beyond with innovative, Microsoft-powered solutions that reduce risk, modernize environments, and drive real business outcomes.

What sets us apart is our ability to deliver from strategy to execution. Customers choose Bulletproof as their one partner across IT, security, compliance, and managed services -from 24/7 SOC operations and managed IT to cloud transformation, governance, and professional services.

Our impact is global, our work is industry-recognized, and our focus is practical, flexible solutions that work in the real world.

At Bulletproof, technology matters but people come first. Our vision is to serve, secure, and empower the world through people and technology, one customer at a time. When you join Bulletproof, you join a team that values ownership, innovation, and meaningful impact while giving you room to grow alongside leaders in the industry.

Position Summary:
The Technical Analyst II is responsible for ensuring friendly and professional IT service delivery to all Bulletproof clients, helping Service Desk management to oversee the service delivered by Tier 1 analysts as well as providing escalation support and directly assisting customers with more complex issues that cannot be resolved, in a timely manner, by Tier 1. This position will be responsible for troubleshooting major incidents in Bulletproof clients' network/server/virtual client environments, including occasional on-call or urgent after-hours response to client incidents.

Responsibilities:

• Responds to issues escalated by Tier 1 in a timely fashion.
• Corrects end user issues and escalates any issues that cannot be corrected promptly to the appropriate Knowledge Practice group.
• Assists client IT personnel in client locations, resolving end user issues.
• Performs limited installations and resolves support issues within LAN/WAN environments.
• Maintains records, logs and reports of clients' assistance and troubleshooting requests.
• Provides hands-on training, training materials and documentation for client equipment for employees when necessary.
• Works with leadership in other Knowledge Practices and departments to build a strong understanding of business needs to identify and implement changes, modifications, or new systems and business applications.
• Improves technical processes and evaluates interrelationships between systems, identifying how changes may affect a variety of systems within Bulletproof/client infrastructures.
• Provides operational support of infrastructure assets including email systems, backup systems, Active Directory/user management, and new user PC/network set-ups, as well as managing Bulletproof's CSP, Knowledge Base, VoIP, and PSA solutions. This may involve solutions from all Bulletproof partners
• Monitor and review IT system logs, server security and special services on servers; identifying errors and making modifications as needed.
• Resolves issues within the network systems and infrastructure software. Must have the ability to assess a situation quickly and help arrive at the most beneficial resolution for all parties involved.
• Maintains confidentiality about any information being processed, stored, or accessed, as required.
• Responsible for upholding network and IT environment security measures set by client/Bulletproof policies.
• Maintains knowledge of remote access products.
• Responsible for attaining and maintaining strong technical knowledge of systems used and provided by Bulletproof (Microsoft 365/Azure, Windows, MacOS, Android &iOS,)
• Responsible for assisting Service Desk management in the guidance and mentorship of Tier 1 analysts
• Performs other duties as assigned by management.
• Responsible for regular review of the Service Desk's IT service requests and incidents to ensure timely resolutions for Bulletproof's clients, as well as to identify and address any customer concerns around customer service, wait times, etc.

Required Education/Credentials/Qualifications:

• A Bachelor's degree in a related technical discipline or a college certificate or diploma in information technology and/or have relevant experience and industry certification.
• Solid working knowledge of Microsoft 365/Azure, Microsoft Windows and Microsoft Office programs is a requirement.
• Excellent communication and interpersonal skills, exceptional telephone manners and a strong customer service orientation is essential.
• Ability to work independently with minimal supervision while handling multiple tasks and changing priorities.
• Familiarity with ITIL processes is an asset
• Experience with Incident Management and/or Change Management are an asset.
• Experience in a hosting environment is an asset.
• Any certifications from Microsoft and Fortinet would be an asset.
• A valid Driver's License would be an asset.

What's in it for you?

• Favorable medical, dental, and vision plans
• Company matched RRSP plan
• Competitive pay and performance rewards program
• Continuous education opportunities
• Opportunities for career growth
• Community involvement opportunities
• Earn while you give back - enjoy paid access to volunteer time
• Annual bonuses and a Service Award Bonus

Equal Opportunity Statement:

Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.