Job Details

IT Support Technician

IT Support Technician
Accepting BioReady
Full Time

STEMCELL Technologies

not disclosed
British Columbia
Date Posted
02/11/2018 - 07:15
Closing Date
02/12/2018 - 07:15
Job Description

STEMCELL Technologies Inc. is a privately-owned biotechnology company based in Vancouver that helps power leading-edge life science research around the world. Scientists performing stem cell, immunology, cancer, regenerative medicine and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, ancillary reagents and contract assay services. We create novel, useful, standardized products of unfailing quality and deliver them to more than 70 countries via our many regional offices plus distribution centres in Vancouver, Seattle, Grenoble and Singapore.  Driven by our love of science and our passion for quality, we see ourselves simply as “Scientists Helping Scientists” – standing by our customers to provide outstanding products, technical support and training.  We have over 1000 science-oriented employees globally, including 250 PhDs/MScs, with most others holding a BSc or engineering degree.  STEMCELL is proud to be the largest Biotechnology employer in Canada.

The Systems Support Analyst is a member of the STEMCELL Information Systems (IS) Infrastructure and Security teams, and is responsible for managing, supporting and securing the day-to-day operations of our global applications and systems. This role includes general systems engineering duties, with a focus on automation of our AWS-hosted applications and systems infrastructure, in addition to legacy on-premise solutions. This role is also accountable for operating our security practices & systems, and working with the security team to assess and address emerging security threats. 

In this role, you will collaborate with the IS Development teams to design, deploy and run reliable, scalable and secure cloud-hosted applications, and reduce the time to deliver new technologies. You will also be responsible for receiving and troubleshooting complex support escalations, resolving root causes and participating in the analysis and implementation of company-wide technology projects. This position is based in Vancouver and reports to the Manager of Information Technology.

Education & Qualifications: 
  • Minimum 5+ years of experience in an IT support role, including demonstrated experience leading resolution of complex problems
  • 3+ years in a systems or operations engineering role, with preference given to experience in an enterprise or compliance-based environment
  • Proven experience securing cloud IT systems & applications
  • Strong experience working with cloud platforms like AWS is a must.  Certifications in this field are an asset!
  • Solid command of operations automation tools like Chef, Ansible, Cloud Formation, Python or Powershell; motivated to learn about new tools and technologies
  • Degree or diploma in a technology related discipline, or a mix of industry certifications and experience
  • In-depth understanding and experience operating a Microsoft-based network
  • Experience troubleshooting web-based applications like Google Apps and Salesforce
  • Experience with Agile methodologies is an advantage
  • Strong organizational and time management skills accompanied by good judgment in order to prioritize, project manage and work with limited guidance in a fast-paced, dynamic work environment
  • Excellent analytical, troubleshooting and problem solving abilities
  • Exceptional communication and interpersonal skills with proven experience building strong relationships at all levels
  • Exhibit an excellent customer service focus, strive to deliver the best service to our staff!
  • Flexible attitude with a good tolerance for ambiguity
  • Effective decision-making skills
  • Confident, results-oriented individual; lead by example and demonstrate a ‘can do’ attitude
  • Active interest in cyber security, and a motivation to learn about new technologies
Duties & Responsibilities: 
  • Proactively manage and operate STEMCELL’s applications and systems, including maintaining uptime and performance SLAs.
  • Partner with other disciplines on the IS team to analyze, design, build, secure and scale reliable applications and systems using industry standard tools.
  • As a member of the IS Security team, promote and maintain information security practices and systems throughout STEMCELL to safeguard the company, employees and systems. 
  • Manage incident response to security events, including root cause investigation
  • Cross-train other team members on security practices & technologies
  • Work with internal & business teams to propose and implement changes or controls to mitigate risk.
  • Drive automation of applications and systems infrastructure to improve reliability, and reduce the time to deliver new technologies.
  • Seek innovative opportunities to reduce support demand by continuously improving lead time, system availability, performance and cost efficiency.
  • Identify, resolve and document root or recurring causes of support escalations from the Helpdesk team. Take ownership for issue resolution, including escalation of critical issues to senior management and staff. 
  • Integrate with IS Development and Applications teams to provide support across environments. 
  • Develop and build templates and tools for automatic system provisioning, configuration and change management.
  • Respond to emergencies and system failures, including after-hours issues; lead the response and resolution of escalated issues.
  • Proactively plan and perform regular scheduled maintenance, including updating documentation as required.
  • Perform other duties as assigned.
  • As a global company, working outside of normal business hours may be periodically required.
Other Information: 

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative and dynamic environment. We offer a competitive salary, excellent benefits and significant career development opportunities. If you are interested in this challenging and rewarding position, please apply online at