Responsibilities:
- Provide technical support to operations products
- Troubleshoot and diagnosis operation systems related incidents / problems and work toward resolving the incident with the least amount of system downtime and impact to our customers.
- Assist with the Planning, Testing, Configuration and Implementation of service improvements to the operation environment making sure that the appropriate documentation is completed and communicate to the rest of the support team.
- Support the implementation of new operation customers and connections, ensuring that all the necessary checklists and actions have been completed successfully.
- Work in cooperation with the Practice team to ensure the integrity and availability of the platforms and environments.
- Manage and coordinate incident tickets until resolution has been performed or transferred to new resolver group.
- Assist System Integrators with solutions and deployment
Requirements:
- Diploma/Degree in Computer Science, IT, Engineering (or equivalent)
- At least 4 to 10 years of experience working with Microsoft or Linux product family.
- Minimal 2 to 3 years of operational experience supporting mission critical systems.
- Industry Technical Certifications is essential: MCSA 2003 certification required; MCSE 2003 is required. CNA or CNE is a plus. Hands-on experience is a must.
- Strong scripting skills (wscript, bash, perl, batch, vbscript, html)
- Knowledge of ATI Operations would be a strong benefit.
- ITIL Foundation certification is an asset
- Experience operational role in a 24-7 organisation is an asset.
- Problem solving and root cause identification skills. Strong analytic and decision making abilities.
- Must be a team player and able to work with and through others.
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