407ETR - Full Time – Support Specialist

Description

Position Summary: Support Specialists are responsible for providing 24x7 end user, desktop and operational support as part of the IT Service Desk. They are required to troubleshoot problem areas in person, by telephone, or using remote tools using a timely and customer-oriented approach. The successful candidate will be required to install, diagnose, repair and maintain all desktop and mobile hardware and software to ensure optimal performance. In addition to end user support they will be responsible for monitoring 407 ETR’s systems and batch processes, recording, addressing and escalating issues where required. The position requires rotating shifts covering 24 hours per day, 365 days per year. Position Responsibility: Provide batch processing and system support and monitoring Provide end-user desktop and telecom support within the predetermined Service Levels Manage and support all mobile devices (tablets and smartphones) within the predetermined Service Levels Ensure all assigned incidents are properly addressed in accordance with predetermined Service Levels, Incident and Problem Management processes Ensure all assigned service and access requests are properly addressed in accordance with predetermined delivery targets, Request Fulfillment and Access Management processes Capture knowledge and information in the Knowledge Management repository to promote the Knowledge Centered Support (KCS) approach to delivering support Active participation in the Change Management process including acting as a single point of contact during implementations, deployment validation and support handover Conduct research on desktop products in support of desktop procurement and development efforts, including the evaluation and recommendation of products to purchase Write technical specifications for purchase of desktop hardware and related products Liaise with third-party support and equipment vendors Willingness to become familiar with the corporate application, server, network and roadside infrastructure Communicate changes, fixes and processes to the end-user community Ensure management is updated on issues in a timely manner Qualifications: Willing to take a customer-focused approach to delivering support A self starter with the creativity to solve problems both independently and collaboratively The ability to communicate and document clearly and effectively for both technical and non-technical audiences Minimum of 3 years previous experience with end-user / operations support, ITIL, Service Desk best practices and Microsoft / Apple desktop technologies required College or University Degree in Computer Engineering or Computer Science preferred Experience with mainframe batch operations, Job Control Language (JCL) and Tivoli Workload Scheduler (TWS) an asset Microsoft (MCP / MCITP) and Apple (ACMT) certifications an asset HDI Support or Knowledge certifications an asset Experience with the creation and deployment of system images using imaging technologies such as Microsoft System Center Configuration Manager (SCCM), DeployStudio and Ghost Experience with Nortel and other telecom related technologies an asset Ability to follow processes and guidelines Ability to work with all levels of staff Ability to take personal initiative and observe confidentiality Ability to work with internal and external vendors in a professional manner Ability to multi task and prioritize in a fast paced environment  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Bonne Chance! Paola