IT Support Analyst

NSSL is looking for our next support analyst! We are looking for a curious and dedicated analyst to support the users of our proprietary yard management system. The ideal candidate is driven by their passion for making people's jobs easier and their love of learning. You will use your JSON configuration and web application troubleshooting prowess to provide top-tier support our users through all of North America. If this sounds exciting to you, contact us.

National Shunt Service Ltd. is a family owned and operated transportation Company that operates across North America. We specialize in yard management (shunting). With over 20 years of experience providing innovative yard management services (operations and technology), NSSL executes a TOTAL YARD MANAGEMENT PROGRAM for any type of warehouse, manufacturer or cross-dock operation in North America. We call it shunting but you may know it as: spotting, jockeying, yarding or switching. We manage in excess of 150,000 shipment movements per month for some of the leading name brand manufacturers and major retailers in North America.

Our people are important to our success and we pride ourselves on giving our employees opportunities to develop and grow within their career.

The Support Analyst is responsible to provide technical support to NSSL’s clients.

Main Responsibilities

• Provide Service Desk technical support to users either via phone, email, or desk side support and troubleshoot for a variety of technologies including but not limited to: Shuntware server administration, anti-virus, Office 365
• Assist in the maintenance of NSSL’s data center infrastructure, including vulnerability management, server patching and post patch testing
• Triaging and escalating tickets as required
• Accurately & timely logging of problems & resolutions for assigned tickets in CRM tool
• Performs troubleshooting, analysis, and repair of network and systems infrastructure to diagnose and resolve system and connectivity problems
• Assists with the design, planning, provisioning, deployment, documentation, support/maintenance of and configuration management, of technical assets.
• Responsible for effectively developing, testing, recommending, and implementing new IT systems and processes
• Evaluate new and emerging technologies as well as existing technologies for their strategic fit within the Transportation Industry and makes recommendations on technologies that continuously improve NSSL operations, reduce long term structural costs, and provide new or improved service to customers
• Establish and maintain professional working relationships with customers, suppliers, and outside contacts, as well as effective working relationships with area staff, other departments, and with management
• Develops reports, presentations, or updates as necessary to keep management informed of systems performance, systems lifecycles, technical problem management, project status and systems status
• Participates in continuous learning activities including training, self-study, and hands on testing and trial of new technologies
• Other duties as required

Qualifications:

• Exceptional customer service and interpersonal skills, with a focus on rapport-building
• Ability to clearly communicate over email and phone
• 2 years of experience of related customer service experience
• Related technical experience in either a work or school environment
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Experience working in a team-oriented, collaborative environment
• A college diploma or university degree in the field of computer science is an asset
• Warehouse/distribution/logistics/transportation experience is an asset
• Experience working with MS365, Google Enterprise, Android and Mobile Device management an asset.
• IT Asset Management skills an asset.

Required programming

Backend Technologies:

• NodeJS
• Websockets
• RESTFul API
• TCP Sockets
• PostgreSQL
• PM2
• Bash/Shell scripting

Frontend Technologies:

• HTML5
• Websockets
• D3
• JQuery

Infrastructure:

• Linux
• Windows
• DigitalOcean and Google Cloud Platform (GCP)
• HAProxy

Security Tools:

• Tenable
• Sumologic
• SentinelOne

Job Type: Full-time

Schedule:

• Monday to Friday

Experience:

• Linux: 1 year (Required)

Work Location: In person