Senior End User Support Analyst

Unleash the Power of Multi-Mission Excellence:
Safeguarding the Seas for the World's Navies.

Step into a world where cutting-edge technology meets unparalleled expertise.
Ultra Maritime pioneers delivering multi-mission solutions that protect and empower the naval forces worldwide.
With our extensive portfolio of capabilities, our innovations are utilised on naval fleets across our allied navies around the globe.

As the maritime and underwater battlespace evolves, we tirelessly push the boundaries to develop advanced specialist systems that provide our 'five-eyes' Defence customers with an unbeatable warfighting edge.
From surface vessels to sub-surface operations and unmanned platforms, we are revolutionizing the way naval missions are executed.

We thrive on collaboration and partnering with our customers to ensure mission success.
Our expert solutions encompass an array of game-changing technologies, including state-of-the-art sonar, radar, expendables, signature management, and naval power systems.

Join us in shaping the future of naval warfare and together, we will safeguard the seas and empower navies worldwide!

Diagnoses and resolves technical issues including hardware, software and network connectivity issues on-site at user's location.

Assists internal users with setting up new equipment, software installation and basic training.
Develops repeatable standards and implementation processes.
Manages and prioritizes incoming support requests.
Evaluates support processes and workflows.
Monitors and analyzes support metrics and key performance indicators (KPIs).
Identifies trends and proposes prospective opportunities for improvement.

Responsibilities:

1. Provide local site support and management of support activities, local resource tasking of analysts to provide a customer-first, customer-focused support team, manage, monitor and participate in problem resolution through the global service desk ticket system.
2. Networking troubleshooting - TCP/IP, DNS, DHCP.
3. Completes work orders such as installing equipment, connecting and moving devices, including workstations, telephony hardware, and peripherals.
4. Image, prepare and ship new hire or replacement equipment ensuring deadlines are met.
5. Provides hands-on support for network and server teams when required.
6. Provide onsite white glove support, build robust relationships with executives, support staff, and visitors and promptly assist them with their questions, incidents, and service requests.
7. Manage and implement patch management on local site infrastructure under the guidance and management of the wider IT functional teams.
8. Occasional out of hour / on-site weekend presence may be required to support business requirements.
9. Resource managing local staff levels.
10. Asset management including management of stock levels and life cycle refresh planning.

Qualifications:

1. Obtain/maintain security clearance at the appropriate national/regional level.
2. 5+ Years in a customer-facing IT technical support role.
3. Experience in system administration and networking fault diagnostics.
4. Current MCSE or equivalent certification, CCNA or networking certificate (Desirable).
5. Knowledge of VMware and ESXi.
6. Good knowledge of Active Directory and Group Policy.
7. Must have excellent customer service skills.
8. Knowledge of Microsoft Operating systems, Windows-based applications is required.
9. Excellent troubleshooting skills that include application diagnostics, hardware diagnostics and operating systems are required.
10. Excellent communications skills, including verbal, written and interpersonal abilities.
11. Ability to effectively prioritize multiple competing tasks, resource planning and travel itinerary.

Typically, a High School Diploma (or equivalent) and 3+ years of customer-facing IT role with MS Operating Systems and Windows-based applications may be required to maintain security clearance.

Diverse & Inclusive Employer

Ultra Maritime is an equal opportunities employer that values diversity, inclusion, equity and equality.
Underpinned by our values, behaviours, and policies, we want you to feel empowered to be your best and authentic self.

We promote a workplace that welcomes people from all backgrounds and cultures; believing that this will increase our diversity of thinking, and ultimately ensure we continue delivering on our commitments to our customers.

We do not discriminate based on race, religion, colour, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status and welcome applications from all candidates.

What's in it for you?

We offer a competitive benefits package including extended health and dental, life insurance, RRSP, deferred profit sharing, optional critical illness insurance, an EFAP and student bursaries.

We encourage regular manager-employee performance feedback, goal alignment and employee development through our Employee Performance Development Plan (EPDP) and offer employee education assistance to allow our people to acquire new qualifications and certifications.

We are an Equal Opportunities employer and particularly welcome applications from Women, Aboriginal Persons, Persons with Disabilities and Visible Minorities.

Reasonable accommodation statement:
If you need an accommodation for any part of the application process, please email ***

Company:
Ultra Maritime