[Hiring] Infrastructure Support Analyst @Harris Computer

Role Description

• Lead the implementation and deployment of applications within customer environments.
• Perform software installations, upgrades, patches, and environment configuration activities.
• Responsible for infrastructure monitoring, system availability, and routine maintenance activities.
• Respond to and resolve customer support requests through phone, email, and ticketing systems.
• Interpret technical problems and determine appropriate troubleshooting and resolution steps.
• Monitor and follow up on customer support issues through resolution.
• Provide internal technical support when required.
• Support Sales and other departments with technical expertise as required.
• Maintain accurate records, status updates, and operational documentation.
• Provide off-hours support as required to maintain service availability.
• Perform database updates, additions, and modifications required to resolve customer issues.
• Recognize software defects and escalate appropriately to Development teams.

AI and Automation Responsibilities

• Utilize approved AI tools to accelerate troubleshooting, analysis, documentation, and operational workflows.
• Identify repetitive operational activities suitable for automation.
• Participate in the development and maintenance of automated operational processes and runbooks.
• Validate AI-generated recommendations prior to implementation.
• Contribute to AI-assisted knowledge management and self-service initiatives.
• Collaborate with Support, Professional Services, Product, and Development teams to improve operational efficiency through automation.

Cloud and Platform Operations

• Support cloud-based (Azure, Expedient and others) and on-premise environments.
• Perform environment provisioning, upgrades, monitoring, and maintenance activities.
• Participate in infrastructure modernization and operational improvement initiatives.
• Assist in maintaining security, reliability, and performance of customer environments.

Salary

Salary range $65,000 - $75,000 CAD per year.