Service Operations Analyst

Position: Service Operations Analyst I

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives.

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Job Purpose

The Service Operations Analyst I is an entry-level technical support role focused on providing high-quality customer service and technical support to clients, with a core emphasis on tape handling operations. This role is responsible for coordinating and executing backup tape rotations, managing emergency tape swaps, and maintaining accurate tracking and communication with clients and third-party providers. Additional responsibilities include supporting IT systems and troubleshooting technical issues as needed.

Core

Responsibilities (Tape Handling Operations)

• Coordinate and communicate tape swap with client and third party delivery provider
• Perform scheduled on-site backup tape rotations on Saturdays and Sundays
• Eject completed backup media from tape library
• Insert fresh tape(s) into tape library
• Label/scan as required
• Log swaps into internal tracking
• Be available for after-hours callout to site for emergency tape swaps

Additional Responsibilities

• Provide technical support to multiple clients via phone, chat, email
• Escalate to appropriate team members or leadership as necessary
• Monitor IT infrastructure and identify potential issues before they manifest
• Maintain excellent communication and interpersonal skills
• Pursue continuing education and/or professional development to stay current with industry standards and best practices
• Identify, plan, and implement improvements in all processes as needed

Education

• Two years of College or Technical School resulting in diploma or equivalent

Certifications, Accreditations, Licenses

• Professional certifications such as ITIL, A+, Network+, Microsoft 365 and/or Azure fundamentals (or equivalent) are highly desirable. Ontario Enhanced OPP4 Clearance a bonus.
• 0–2 years in related field

Special Knowledge,

Skills and Abilities

• Previous experience in a technical support role considered an asset
• Broad understanding of IT systems
• Ability to identify and troubleshoot a wide range of technical issues
• Experience working in a service desk or NOC environment
• Knowledge of industry best practices and standards for IT service delivery considered an asset
• Service Now experience considered an asset
• Strong communication and interpersonal skills
• Excellent problem-solving and decision‑making skills, including handling complex issues and escalating as needed
• Experience with monitoring and maintaining IT systems including network performance and identifying potential issues
• Proven track record of providing high-quality customer service and/or technical support is desirable
• Bilingualism (English and French) highly desirable and considered an asset

Supervisory Responsibility

• This position does not have any supervisory responsibilities
• Work onsite part-time in an office environment within Guelph
• Must be able to work shifts including nights / weekends / holidays
• Limited ability to work remotely (0–50%)

Part-time role – 24 hours per week (3 days × 8 hours)

• Fully onsite
• Rotational shifts

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Due to U.S. Government requirements applicable to foreign‑owned telecommunications providers, non‑US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.

The pay range for this role is:

30,000 - 40,000 CAD per year (Guelph Data Center)

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