It Client Onboarding Analyst Ii

Department: Proactive Operations

Employment Type: Full Time

Location: Toronto, Ontario

Description

Leveraging our standard technologies and process, coupled with our people and corporate structure, we deliver a unique end result for our clients. Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, less lost revenue and enhanced business agility.

The primary focus of the Onboarding Analyst L2 is to bring new clients into our VC3 services accurately, thoroughly, and efficiently. Often the client's initial experience with a technical role at VC3, the Onboarding Analyst L2 must be able to extract information from the client in order to uncover items about the new network while communicating in general terms. With that, the Onboarding Analyst L2 must pull up their sleeves and be ready to discover and document this new-to-us environment.

There might be opportunities for the Onboarding Analyst II to work on Proactive Technical Alignments to ensure our constantly refined best practices are always being applied to our client networks by both visiting the client site and reviewing the client environment remotely.

In order to ensure an exceptional result, you will need to have a clear understanding of the challenges and opportunities our clients face and how our teams as a whole combine to deliver our promise. Providing services in a proactive, professional manner while ensuring key parties are kept informed is critical. We are a data driven company and analysis for decision making and overall strategy is ongoing.

Culture is an integral part of working at VC3. Our company DNA represent the most important values, the ones we live by:

Serve as One

"Serve as One" is the belief that together we are greater than the sum of our individuals, and that teamwork is essential to success.

Passionately Curious

"Passionately Curious" is about challenging the status quo, continual improvement, and constantly learning.

Own It

"Own IT" is about having the courage to do what's right, resolve to take responsibility, and grit to cross the finish line.

Go Beyond

"Go Beyond" is taking that extra step to create moments that are unexpected but appreciated.

Our Just Cause - "Developing Growth-Minded People" - is about creating excitement and opportunity for those we work with to nurture their growth-mindset.

The "VC3 Way" is our set of people, process and technology, that produce a predictable result for our clients. You must be aware of, and maintain this standard, understanding that it is a living guide; Always updating and always changing based on influence from our team and the needs of our clients.

Key Responsibilities

• Verify tools and internal processes have been deployed and configured to standards
• Responsible for offboarding VC3 tools and services from departing clients
• Analyze standard, advanced, and enterprise level client technical environments for alignment with documented Best Practices and Standards
• Assist with onsite and remote discovery and documentation of enterprise level client networks.
• Visit client sites to conduct ongoing reviews of their technical environment
• Understand and follow "The VC3 Way". This is our set of standards and processes that produce a predictable result for the client. You must be aware of and maintain our standards.
• Provide outstanding delivery of our technical services by leveraging both analytical and Big Picture thinking to ensure continuous improvement in both internal processes and client networks
• Assist with training and mentoring teammates
• Help drive efficiencies and update the new client onboarding process
• Develop and maintain technical knowledge of the client environment and ensure this information is thoroughly and accurately communicated to internal technical and non-technical teams
• Collaborate closely with internal teams to review network reports and ensure client's technology direction is aligned with standards and overall business objectives
• Responsible for thorough onsite and remote discovery and documentation of new standard and advanced client networks

Additional Responsibilities:

• Attend monthly training & team meetings as required.
• Create and update documentation when changes or occur, or when discoveries are made
• Receive mentoring and feedback from peers and others
• Review Tickets with Manager
• Where appropriate, escalate complicated issues to a more senior resource or other appropriate teams
• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings

Skills, Knowledge & Expertise

• Possess strong oral and written communication skills and be comfortable interfacing with client executive teams.
• Virtualization Technologies
• DNS
• Active Directory
• LAN/WAN Technologies
• Hyper-V
• Cloud environments including Microsoft 365
• Firewalls
• 3+ Years in relevant analytical roles or technical support roles.
• Two industry-standard certification:
• Self-motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality
• DHCP
• A+, Net+, Security+
• VMWare
• Microsoft
• Professional demeanor and outstanding client service skills
• Routing and Switching
• Demonstrated understanding and proficiency in the VC3 alignment and onboarding processes including best practices and resolution paths
• Windows Server (2008R2, 2012, 2016, 2019, 2022)
• Cisco, Juniper, Sonicwall, or similar
• RMM Reporting and Scripting
• At least 3 years experience in managing and working with the following technologies:
• Process driven with high attention to detail and excellent follow through skills
• AntiVirus/EDR and Security Platforms
• Windows Desktop Operating Systems
• PowerShell/Batch File Scripting
• Good problem solving and decision-making skills; ability to understand and analyze complex issues
• At least 1 year experience at VC3 in Onboarding Analyst L1 role or equivalent experience.
• Associate or Bachelor's degree or equivalent real-world experience
• Strong work ethic with a desire to learn, grow, and develop new skills
• GPO
• VPNs
• Remote Desktop Services

Additional info you will want to know:

• Applicant selected will be subject to a criminal, credit, and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment.
• Travel is expected up to 50% of the time.