TOC Analyst II

Who We Are:
Headquartered in Canada with locations across the United States and around the globe with a footprint on six continents, Bulletproof, a GLI company has decades of technology, security, and compliance expertise. Bulletproof’s work in the security space has been recognized nationally and globally with Microsoft’s global Security Partner of the Year in 2021 and the Microsoft Security Trail-Blazer Award in 2024.

At Bulletproof, our vision is to serve, secure, and empower the world through people and technology; one customer at a time. We believe everyone has the right to feel safe and secure. Our mission is to serve and protect organizations to ensure their success.

What we have to offer:

• Challenging Work - We love solving highly complex problems. Across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about.
• Great People - We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
• Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
• Diversity, Equity and Inclusion - We celebrate each other’s differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.

Position Summary:
Bulletproof is seeking a TOC Analyst II to join our Technical Operations Centre within our Managed Services department. This role will require working in a 24/7 environment, including nights, weekends, and holidays. Each of the shifts will be 12 hours. This position takes place in a supportive team environment with many opportunities to learn and grow.

Responsibilities:1. Monitoring and Incident Management:

• Continuously monitor IT infrastructure, network systems, and applications for anomalies and performance issues using various monitoring tools.
• Analyze and triage incoming alerts to identify and assess the severity of incidents.
• Employ the use of problem management to effectively deal with repeat alerts.
• Initiate and manage incident response processes, including escalation to specialized teams when necessary.
• Document and track incidents, including actions taken and resolution details.

2. Troubleshooting and Support:

• Perform initial diagnostics and troubleshooting of technical issues related to hardware, software, and network components.
• Provide timely and effective support based on SLAs to end-users and internal teams to resolve technical problems.
• Coordinate with other technical support teams, vendors, and service providers to address and resolve complex issues.

3. Backup Management:

• Monitor customer backups and ensure they’re functioning. Troubleshoot issues by following SOPs or coordinating with customers.
• Ensure reports are kept when backups fail in order to meet compliance requirements of customers.

4. System Performance and Optimization:

• Regularly review and analyze system performance metrics to identify potential improvements and optimize system performance.
• Implement and monitor performance tuning and maintenance activities to ensure optimal operation of IT systems.
• Employ the use of maintenance windows for patching cycles and noisy devices.

5. Documentation and Reporting:

• Maintain comprehensive and accurate documentation of system configurations, incident reports, and troubleshooting procedures.
• Generate and analyze reports on system performance, incidents, and resolution times to identify trends and areas for improvement.
• Maintain detailed notes within customer tickets in order to provide accurate and reliable information to the customer as well as internal staff that may assist with the issue.
• Employ ITIL methodology when dealing with customer issues.

6. Collaboration and Communication:

• Act as a liaison between different technical teams, management, and end-users to facilitate effective communication and collaboration.
• Provide clear and concise updates on incident status and resolution progress to team members during shift change as well as periodic updates to the team lead.
• Provide detailed and timely updates to customer on the status and resolution progress of issues using multiple methods of communication (I.e. Phone call, email, response in ticket).

7. Compliance and Security:

• Adhere to organizational policies, procedures, and best practices related to IT operations and security.
• Ensure compliance with relevant regulations and standards in all operational activities.

8. Continuous Improvement:

• Participate in post-incident reviews and contribute to the development of preventive measures and process improvements.
• Stay current with emerging technologies, industry trends, and best practices to enhance TOC operations.

9. Training and Development:

• Assist in training new team members and providing guidance on TOC processes and tools.
• Continuously enhance your technical skills and knowledge through professional development opportunities.

Required Education/Credentials/Qualifications:

• A post-secondary education in Information Technology or another relevant field is required.
• 2-5 years of experience is required.
• Proficient with Microsoft Office Suite and Microsoft Azure
• Intermediate knowledge of Fortinet tools and equipment (FortiManager and FortiAnalyzer are two key tools used in daily operations)
• Experience working for a Managed Service Provider (MSP) is an asset.
• Familiarity with ITIL processes is an asset.
• Ability to troubleshoot complex issues in a systematic and efficient way.
• Ability to work effectively both independently and as part of a team.
• Strong customer service skills.
• CompTIA Network+ (Required)
• CompTIA Server+ (Required)
• Microsoft Certified: Azure Fundamentals (Required)
• CompTIA Security+ (Optional, but recommended)
• ITIL v4 Foundations (Optional, but recommended)
• Barracuda Cloud-to-Cloud Backup – Foundation (Optional, but recommended)
• Fortinet Certified Professional - Network Security (Optional, but recommended)

Benefits:

• Comprehensive Health, Dental, and Vision Insurance
• Optional Health
• 100% Employer Paid Health and Dental Plan
• Vacation Time
• RRSP Savings Plan with 100% match up to 3% of your salary
• Annual Discretionary Bonus
• Anniversary Reward Bonus
• Educational Assistance Program
• Additional Mental Health Benefits through our Employee Assistance Program

Equal Opportunity Statement:
Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.