IT Operations Analyst - Hybrid
Pelmorex
Full-time
On-site
Oakville, Canada
ARE YOU INTERESTED IN A WORKPLACE THAT HAS...
Retirement Savings Matching Plan (RRSP). Plan for your future with us! 💸
Personal Spending Account 💰
Up to $500 to spend on anything related to physical, mental or financial well-being (in addition to your Health Care Spending Account)
17 Paid Days Off (in addition to 13 Personal Days) 🌅
This includes an extra day off during the month of your birthday 🍰- our gift to you!
An IDEAS (Inclusion, Diversity, Equity, Awareness, Solidarity) team ⚖️
Weather is inclusive, we will be too. Our IDEAS team is committed to making this happen!
📣HAVE WE GOT YOUR ATTENTION? WANT TO LEARN MORE?
Read about us here! (spoiler alert… we are the home of The Weather Network )📍
WHY WE NEED YOU? GLAD YOU ASKED...
As IT Operations Analyst you will be the first point of contact for all Pelmorex clients and employees for all Pelmorex systems related issues and end-user support while providing excellent customer service. The purpose of the IT Operations Analyst is to monitor, troubleshoot and restore client service within the set SLA’s for incidents and any support requests reported. In this role you have the opportunity to work closely with multiple internal teams such as systems administrators and development teams. Ensure IT services provided align with the needs of the business and that IT Operations processes are followed. Development, Integration, testing, and maintenance of existing and enhancements of proprietary platform applications.
Please note we are only considering candidates who are eligible to work in Canada and are currently located in the Greater Toronto Area and work Eastern standard hours.
This is role requires you to work on weekends and stat holidays and has rotating shifts (7 AM to 3:00PM, 3:00PM to 11:00 PM and 11:00 PM to 7:00 AM) and you would be working on all of these shifts based on rotation.
The morning and afternoon shifts (7 AM to 3:00PM and 3:00PM to 11:00 PM) are in office while the night shift (11:00 PM to 7:00 am) is remote
WHAT IS THE DAY TO DAY LOOK LIKE
- On a 24/7 rotating shift basis, provide 1st and 2nd level support and monitor Pelmorex I.T. operational infrastructure and services such as Web sites, Data feeds, applications platforms, Active directory, DNS’s infrastructures, including AWS, Azure, GCP cloud services to ensure proper functionality. Any irregularities must be reported, investigated, resolved and documented in a timely manner.
- Diagnoses, troubleshoots end-user desktop and laptop application issues and provides an appropriate solution.
- Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).Communicates with customers at all levels of technical and non-technical skills sets
- Onsite and remote support for PCs, laptops, printers, cell phones, and tablets etc.
- Physically install and deploy new equipment as required.
- Support end users in their use of applications such as G suite products, Microsoft Office, VPN etc.
- Provide support for video conferencing, backup system, anti-virus, various computer hardware, etc.
- Triage, troubleshoot and resolve the daily technical issues reported, ensure SLA’s are met, escalate as appropriate to 2nd level support team while maintaining incident ownership until closed.
- Ensure the delivery of optimal results against appropriate performance metrics;
- Install and arrange new equipment for the data center. This may include physically upgrading internal system components (CPU), memory hard drives, fiber cables, copper, and more..Identify incident trends; recommend and implement improvements to reduce volume.
- Prepare SOP (Standard Operating Procedures) for the daily maintenance of applications and underlying systems.
- Keep the Operations team up-to-date with new implementations and technologies.
- Establish clear communication channels for feedback from customers, peers, and cross functional teams
Responsibilities and duties may evolve and change over time.
WHERE ARE YOU RIGHT NOW?
- You are currently a junior to intermediate Service Desk Analyst or IT Operations Analyst who is looking for growth opportunities and is looking to work in a company with diverse skill sets - from technology to media.
- You are already working in a 24/7 client service environment and have good experience working with Linux (CentOS/Redhat).
- You are often the go-to problem solver for any IT issue and love the satisfaction of solving complex issues in multiple environments. You want to be part of a team where you can bring your experience and want to learn new skills.
WE ARE HOPING YOU HAVE...
- Availability for rotating shifts including weekends, evenings, and overnight coverage.
- Minimum of 3 years’ experience in a technical support environment with 24/7 customer service
- Hands-on experience with Active Directory, Google Workspace, and enterprise ticketing systems (e.g., ServiceNow, Jira, ManageEngine).Excellent verbal and written communication skillsExcellent troubleshooting skills cross multi environmentGood working knowledge of Linux (Rocky linux / CentOS), Microsoft Windows Servers (2022, 2025) Windows 11, MacOs, Active Directory DNS, Google Workspace, O365, Proxmox, AWS and Azure servicesExperience with Kubernetes, cloud platforms (AWS, Azure, GCP), and enterprise monitoring tools (Grafana, Kibana, CloudWatch, etc.).Good working knowledge to perform basic repair of damaged or faulty network equipment and devices
- Ability to provide remote support
- Excellent customer service skills. You always go above and beyond to solve a clients problem
- Flexibility with work hours when required.
- Good understanding of systems architectural concepts and methodologies; infrastructure platforms and application; business processes, process analysis/management, and IT requirements and IT services.
YOU ARE MADE FOR THIS IF...
- Research is your jam and you have the ability to conduct research into a wide range of computing issues as required
- You a customer service wiz - you provide excellent customer service skills, attitude and professionalism and are able to deal effectively with all levels of employees
- You are someone who likes building relationships and has excellent interpersonal skills, with a focus on listening and questioning
- You are you self driven - you have the ability to work under pressure with minimal supervision
- You consider yourself to be a sponge, do you have the ability to absorb and retain information quickly
- The nitty gritty excites you and you are detail oriented, meticulous
- You are you someone who enjoys wearing many hats and are able to multitask, manage time and work in a fast-paced environment
DON’T MEET ALL THE REQUIREMENTS? DON’T WORRY…
Not all applicants will have skills that match a job description exactly. Pelmorex values and welcomes diverse experiences. While having “desired” qualifications makes for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Pelmorex. We are always looking for people who will be a culture add (yup, that's right, we don’t subscribe to culture fit, we want you to add to what we think is an amazing culture and work environment
INTERESTED? IT GETS BETTER…
- Course Reimbursement Program 📚 We want you to keep learning, so we can too
- Open and transparent communication, including All Hands Meetings with our CEO
- Pelmorex Learning Academy 🏫
- Your mental health is important to us! 🧠 We partner with Inkblot for virtual counseling sessions
- Frequent employee pulse surveys 📝 we value your feedback so we can continue to make Pelmorex a great place to work!
- Free online doctor visits 👩⚕️ with Maple Online Healthcare
- While we encourage 1:1 conversations, we recognize that not everyone is comfortable with speaking up 🗣 We have an anonymous reporting platform to ensure everyone’s voice is heard
OUR PROMISE TO YOU...
We’re highly focused on doing the right thing.
We’ll discuss issues and timelines professionally, so you have the time you need to do the best work you can
You will see the result of your work pushed out to real users quickly
We’re a team that enjoys learning new technologies and we’re open to trying new things
We’ll try our best not to bog you down with boring meetings
Weather inspires, protects, and transforms. For 35+ years, Pelmorex has led the way with trusted forecasts and alerts. With innovation at our core, we provide precision, speed, and unmatched reliability—safeguarding lives, powering decisions, and driving business success. Whatever the weather, we turn its potential into action. We’re Pelmorex. Imagine it and we’ll deliver it.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.