Senior Systems Support Analyst

Senior Systems Support Analyst

Grand & Toy

For over 140 years, Grand & Toy has been a trailblazer in helping Canadian businesses adapt, grow, and thrive. We’re a passionate, diverse team dedicated to driving positive change for our customers, partners, and each other. As the business world evolves, so do we – embracing innovation, setting new standards, and creating opportunities for our associates to learn, grow, and make a real impact.

Join Grand & Toy and be part of a legacy that’s shaping the future of work in Canada!

Do you have a passion for optimizing processes and supporting technology that drives a business forward? Grand & Toy is looking for an energetic, technically strong, purpose‑driven IT Operations Analyst. This role is critical in ensuring the efficiency, effectiveness, and scalability of our daily IT operations, supporting resilience and continuous operation of IT services.

As an IT Operations — Sr. Analyst, you’ll be a senior technical contributor, skilled at picking up new technologies, solving problems, and providing stellar service delivery in a dynamic environment. You will participate in ensuring high‑quality, end‑to‑end IT services and systems. Candidates should have 4‑7 years of experience in enterprise end‑user support, senior IT operations, or related technical roles. This role will report directly to the Manager, Infrastructure + Operations.

• Support IT services at corporate headquarters, satellite offices, warehouses, and data centers located across Canada.
• Implement and follow IT Service Management best practices and ITIL procedures.
• Identify and recommend opportunities for productivity and service enhancements.
• Ensure prompt, accurate communication for all incidents and service requests.
• Collaborate closely with other IT sub‑teams to maintain service continuity.
• Maintain accurate licensing, inventory, and maintenance contract records.
• Assist with budgeting for new hardware and software purchases.
• Support the Service Desk to ensure it serves as the effective first point of contact for users needing technical guidance or assistance.

• Serve as an escalation point for complex technical issues within the IT Operations team.
• Work with other departments to resolve IT Support process gaps.
• Ensure effective resolution of service issues in line with IT governance standards.

• Create IT Support reports and dashboards focused on analysis and trend identification.
• Regularly analyze SLA, CSAT, and KPI metrics to identify and drive improvements.
• Develop productivity and operational performance reports.

• Cross‑Domain Services:
  Experience supporting cross‑domain IT services.
• ITIL Certification: ITIL v3 Foundations certification is highly regarded.
• Deskside & Remote Support:
  Demonstrated expertise in IT Support operations, desk side, and remote support.
• Incident Resolution:
  Experience as a point of escalation with strong problem‑solving capabilities.
• Onboarding Processes:
  Knowledge of user onboarding/offboarding processes.
• Communication
  
  Skills:
  
  Proven ability to communicate effectively both verbally and in writing.

• Incident Management:
  Experience managing incidents and service requests across corporate infrastructure and endpoints.
• Service Management:
  Proficient with enterprise IT Service Management solutions (e.g., Jira).
• Active Directory:
  Skilled in Active Directory administration (ADUC, GPOs).
• Microsoft Applications:
  Proficient with Microsoft Office Suite, M365, Teams.
• Device Management:
  Effective management of a multi‑device environment (Windows, iOS, Android).
• Tools:
  Experience with end‑user, endpoint deployment and software distribution (MDT, Syssense, PDQ, RDP, MFA, SSO).
• Monitoring Tools:
  Knowledge of network and application monitoring tools (Solar Winds, Trend Micro).
• AV Technologies:
  Experience with managing Audio Visual technologies (Polycom, Barco).
• MDM Platforms:
  Skilled in administering MDM solutions (SOTI, Intune).
• Telecommunication Services:
  Support for telecommunications services (MPLS, ISPs).
• G…