Basic Information

Ref Number


Primary Location

Place TELUS Montreal

Additional Locations

Home Office - Canada



Job Type

Digital Solutions

Work Style


Description and Requirements

Technology Analyst (Remote) Full Time

Join our team

The Digital Solutions Operation's Centre is seeking an experienced Technology Analyst,
bringing experience with a wide array of IT technologies. We’re seeking an energetic
individual who enjoys working within a large team and has excellent communication,
collaboration and problem solving skills.

Here how:

Bring your passion for problem solving and superb customer service to this team which
stands at the forefront of resolving incidents for TELUS International's Digital Solutions
As we move towards cloud based infrastructure, you will be applying your existing skills
to our support environment while continually learning and growing together with the
team, and working with the newest technologies in one of the most fast-paced, and
complex environments that TELUS International has.
Here’s the impact you’ll make and what we’ll accomplish together
As a Technology Analyst, you will be on the frontlines of our monitoring, alarming, and
ticket-handling processes for our prioritization, escalation, and resolution of service-
impacting incidents. Your technical skills and ability to collaborate will be paramount to
resolving complex issues as well as providing feedback on our troubleshooting practices
and overall support processes. Your experience and collaborative style will ensure we
continue to provide the highest levels of customer service while continuously driving
improvement in existing support capabilities.

Here’s how

  • Using operational dashboards and ticketing systems to monitor events occurring
  • on our Unix, Linux, Windows, public and private cloud platforms, and network
  • devices
  • Ensuring all incidents are properly managed by either direct-resolution or proper
  • escalation to the next level of support
  • Handling customer-driven Domain Name System (DNS) change requests
  • according to our change management practices
  • Ensure that all customer-impacting events are managed according to our Service
  • Level Agreements

Identifying and escalating when support processes are in need of updating Taking your turn at coordinating team activities as a Prime during scheduled
You’re the missing piece of the puzzle

  •  With a minimum of 2 years of experience in supporting complex technical
  • environments (100+ devices)
  •  Network service experience with DNS Management, Network Switching &
  • Routing, and Virtual networking technologies (VMWare, ESX, NSX, NSX-T)
  •  Experience in various flavours of Unix, Linux, and Windows Operating Systems
  •  Experience in virtual and distributed storage solutions
  •  Flexibility to work shifts on a rotational basis, supporting 24x7x365 support
  • availability
  •  Keen desire to measure and improve processes and systems
  •  Strong analytical, problem solving and troubleshooting skills
  •  Ability to obtain Government of Canada - Level 2 (Top Secret) clearance
  • The flexibility to change as the business needs evolve
  • Great-to-haves
  •  A degree or certificate in Computer Science or Engineering
  • ?1 or more of the following: Cisco Network Certification(s), Certificate in Microsoft
  • solutions, Linux Certification(s), UNIX Certification(s), GCP/AWS/Azure
  • certifications, VMWare ESX, NSX certifications

Additional Job Description
The following requirements are mandatory, to be considered for this role:
  •  Ability to obtain Government of Canada - Level 2 (Top Secret) security clearance
  • Flexibility to work shifts on a rotational basis, supporting 24x7x365 support
  • availability

Additional Job Description

The Managed Digital Solutions Operation's Centre team is at the forefront of TELUS International's Digital Solutions support framework. This Tier 2 Escalations team stands at the centre of support for external and internal Digital Solutions customers.

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