About Us

Afilias' specialized technology makes Internet addresses more accessible and useful through a wide range of applications, including Internet domain registry services, Managed DNS and award-winning mobile Web services.

Help Desk Analyst - Support Operations

Helpdesk Analyst – Support Operations

Main purpose of the position
The Helpdesk Analyst is a service desk role that is part of the Support Operations team
at Afilias. The primary responsibilities of the Helpdesk Analyst are desktop support for
both hardware and software as well as procurement, vendor, and asset management.
This position will be the primary contact for Linux based workstation support. The
position requires attention to detail, quick thinking, and the ability to handle stressful
situations with a calm demeanor.

Key responsibilities
● Responsible for ensuring the timely resolution of user reported issues: problem
recognition, research, isolation, resolution, and follow-up.
● Provide support to end-users for applications and hardware including but not limited
○ Linux, Mac and Windows systems
○ Office applications
○ Hardware diagnostics and replacement as required
○ Software upgrades
○ Email/IM and other client configurations
○ Anti-virus software
○ Printers/scanners/fax/copier/phone system
○ Smart phones support (blackberry, iphone etc)
● Maintains a high quality of service to customers
● Asset management
● Assist in Vendor and contract management

Technical knowledge & skills required
● At least 1-2 years experience in Technical/Customer/Helpdesk Support
● At least 1-2 years experience with Linux based systems (Ubuntu a plus)
● At least 1-2 years support users in a multi OS environment
● PC/MAC and server hardware knowledge
● Basic networking skills required
● Experience in the following an asset:
○ Windows Server
○ Vendor management and procurement procedures and tools
○ Experience with desktop imaging technologies (WDS, Kickseed,
○ Service-Now ITSM

Mental and physical demands
● work daily on a personal computer and attend meetings as necessary
● participate in on-call rotation
● sometimes work extended periods
● occasionally lift of servers, for rack installation
● concentrate under conditions of high stress and short deadlines

Working conditions
● standard "open-plan" office environment
● sometimes required to work outside regular office hours
● sometimes required to work from remote locations (remote offices, data centre,
● travel outside the country may also be required

Personal skills required
● thorough and organized
● very strong, proven analytical abilities
● able to adapt to frequent change
● eagerness to develop new skills
● attentive to detail
● self-directed
● able to take initiative
● able to work well with others
● excellent ability to absorb, comprehend, and explain written technical material
● good written and verbal communication skills
● enthusiasm for technology (being a geek is an asset

If you would like to apply for this opportunity with Afilias Canada, please send a cover letter and resume to:  careerscanada@afilias.info