Systems Analyst

About F12: F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us.

The Position: Reporting to the Manager, Service Delivery – Our Systems Analyst is always available to resolve our client’s technical issues in person and remotely. As the System Analyst, you will own the responsibility of delivering high quality and timely assistance by adhering to F12’s policies and procedures. This role is designed to cultivate technical troubleshooting skills including network infrastructure, servers, and applications. With the coaching from our Team Leads and the guidance of more senior technicians, this role is the perfect learning opportunity for those wanting to gain a deeper understanding of the IT industry.

Responsibilities:

• Responsible for end-user support, you will partner with our clients to resolve their IT issues. This includes challenges like password resets, adding a printer, navigating a server, installing or re-installing programs and assigning users to distribution lists to name a few.
• Looking to enhance our relationships with Clients you diligently learn the contacts and preferences of each account and can multi-task when accommodating their requests.
• Answering phones with both speed and tact, you are empathetic and articulate when working with Clients. Especially in stressful situations, you ask the right questions and provide relevant and realistic solutions.
• Balancing quality with speed, you provide professional verbal and written responses to Clients and update ticket statuses to ensure all team members know things are taken care of
• Escalating tickets when the answer is unclear, you willingly ask for help from your Team Leads or teammates when needed.
• With basic security knowledge, you diligently protect Client information and adhere to processes and procedures that do the same.
• Wanting your team to always be better, you update shared resources/wikis like IT Glue and SharePoint to ensure others can find the information they need.
• Performing Return Merchandise Authorization (RMA) processing with vendor partners to ensure products are replaced or repaired according to warranty agreements.
• Ensuring to update your ticket notes and time entries for all onsite visits, you update and maintain accurate documentation to keep your team in the know.
• Preparing and deploying workstations, printers, network hardware equipment and other associated peripherals are responsibilities you handle regularly.

Requirements:

• With perseverance and hard work built into your DNA, you won’t give up until you find the right solution.
• A constant learner, you are willing to ask for help and share what you have learned with others.
• With an analytical mind and a kind spirit, you can explain solutions to people with varying degrees of technical knowledge.
• Accountable, you uphold the metrics and standards set by your Team Lead and look for opportunities to improve and advance performance.
• A passion for technical solutions, you have basic knowledge in areas like Windows Servers, Active Directory, Networking, and Virtualization.
• Minimum 1-year Service Desk/Support Experience or equivalent combination of education and experience
• Certifications in Microsoft, CompTIA A+/Network+ are considered an asset.
• Ability to be on-call/work after hours occasionally

What You Can Expect from Us: We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Our comprehensive total rewards program includes:

• Work-Life & Growth: Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications.
• Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program.
• Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events.
  

Our Equal Opportunity Commitment:

• F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law.
• For those requiring assistance with disabilities, information relating to accommodation and accommodation measures addressed confidentially. Please notify us in advance if any accommodations required.

Please note that this position represents a true vacancy and we do not currently use artificial intelligence (AI) to at any stage of the hiring process to screen, assess or select candidates.