Job Descriptoin:
The successful candidate will be responsible for 24 X 7 1st level system support & monitoring. This position reports to the Team Lead, Support Desk. Hours of work consist of 8 to12 hour weekday, evening and weekend rotating shifts.
Duties and Responsibilities:
• Provide 24 X 7 1st level end-user and system support & monitoring
• Ensure all incidents are properly logged, triaged, routed, escalated and closed in accordance with predetermined Service Levels and Incident Management processes
• Resolve all level 1 classified incidents within the predetermined Service Levels
• Perform trend analysis to highlight reoccurring incidents within the computing environment and work with the IT Team to take corrective action
• Work with the IT Team to ensure a smooth support transition from the project implementation teams to the Technical Services & Support team
• Willingness to become familiar with the corporate application, server, network and roadside infrastructure
• Communicate changes, fixes and processes to the user community
• Ensure management is updated on issues in a timely manner
• Additional tasks may be assigned as required
Duties and Responsibilities:
• Minimum of 2 years previous experience with end-user support and Support Desk best practices required or a college or university degree in Computer Engineering or Computer Science
• Experience with mainframe batch operations an asset
• MCP certification an asset
• Strong ability to communicate and document clearly and effectively
• 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 in a fast paced environment
- Location: GTA
- Compensation: TBD
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.