Service Desk Analyst, Public Alerting at Pelmorex

Job Description

ARE YOU INTERESTED IN A WORKPLACE THAT HAS...

Flexible Work Environment 💻

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...

Pelmorex Corp. is a Canadian company who owns and operates a 24/7 National Public Alerting system. This system collects public alerting messages from Government Agencies and makes them available to Last Mile Distributors such as radio and television stations, as well as cable and satellite TV companies for display to the Canadian Public, thereby helping forewarn the Canadian public of any imminent danger related to persons or property.

The Service Desk Analyst (SDA) is responsible for providing time sensitive first line technical and user support through a critical 24/7 Support Desk. The SDA proactively monitors a variety of monitoring tools to ensure the messages are delivered through the system and are available to Last Mile Distributors. This position is responsible for the monitoring, troubleshooting, logging and tracking of all technology and user related requests regarding the system. This position requires the SDA to be the subject matter expert on the National Alert Aggregation and Dissemination (NAAD) System.

Please note we are only considering candidates who are eligible to work in Canada and are currently located in the Greater Toronto Area.

This is a full time permanent role which requires you to work Mon - Friday from 3PM to 11PM EST (Fixed Shift)

WHAT IS THE DAY TO DAY LOOK LIKE

Responsible for ensuring that critical time-sensitive, efficient and courteous support is provided to all users of the system.

End to end monitoring of the system with a keen eye for catching issues.

Responsible for logging all incidents, creating/resolving tickets and escalating to next level support (when required).

Responsible for providing 360 follow-up of resolution with users of the system, ensuring that a full history of all problem resolution activity is available for historical, statistical or auditing purposes.

Responsible for following standard operating procedures.

Responsible for all operation report generation, bulletins and posting to our website.

Participate in creating and executing application and operational tests related to the system and operations centre, including the rollout of software updates and the installation of new equipment with internal support departments and external users of the system.

Participate in creating and maintaining technical support documentation including User Guides, Training material, Processes and Procedures.

Provide training to the end users.

Responsible for training/orientation of new Service Desk Analysts as needed.

Participate in project work and special management change requests, as required.

Available to help and pool in (if needed) to maintain 24/7 support continuity for shift gaps and emergency situations.

Responsibilities and duties may evolve and change over time.

WE ARE HOPING YOU HAVE...

Post-secondary diploma in Computer Science or some awesome equivalent experience

Minimum of 3 years’ experience in a technical support environment providing 24/7 customer service Excellent verbal and written communication skills

Excellent troubleshooting skills across multiple environments

Must be willing to work on a variety of shifts that may include day, evening, night, weekends and statutory holidays.

Experience with Cloud infrastructure setup/technologies is a must.

Bilingual (English and French) is an asset.

System Monitoring/NOC experience is an asset.

YOU ARE MADE FOR THIS IF YOU ARE..

Detail oriented who dives deep into the details while troubleshooting and resolving issues.

Service oriented with excellent customer service skills and a desire to understand and respond to customers’ needs.

Quality conscious with a high belief in quality and accuracy of work.

Proactive, self-starter that works well independently and as a member of a team.

Excellent with monitoring, troubleshooting, critical thinking and diagnostic skills.

Able to be hands-on with technology and lead in problem analysis and resolution.

Always looking for ways to improve and make things better.

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.

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