Bilingual Systems Support

Oakville, Ontario
Job Type Permanent
Job ID 16847
Salary $70,000.00
Job Description

Our client is currently seeing a Bilingual Systems Support individual for the Oakville, Ontario location.

Purpose of the Role

The Systems Support Specialist will be part of our System Operations team and will provide ongoing IT and technical support to our group of internal and external users – with a primary focus on our Global ID Services and Revenue Share Partners offices located across multiple geographically dispersed sites. The incumbent must maintain a high level of customer satisfaction in dealing with technology-related issues. The Support Specialist will perform a wide range of tasks ranging from technology deployment and rollout, break/fix, connectivity issues, user support and development of the existing technology infrastructure, etc.

This position will be based in our Oakville, Ontario office and will report to the Senior Operations Manager

Responsibilities/ Tasks

  • Provide immediate support and resolution (by phone, e-mail or use of remote support tools) by identifying, analyzing, resolving and documenting computer-related support issues (hardware/software/ peripherals) – consult user guides, technical manuals and other resources to research and implement solutions;
  • Minimize system software/hardware downtime - report and resolve downtime as quickly as possible using escalation process;
  • Ensure that all end-users are aware of the status and progression of their incidents, problems and estimated time to resolution;
  • Provide advice, guidance and training to users in response to identified difficulties and promote overall end-user self-reliance;
  • Investigate, identify, troubleshoot end user issues and analyze root cause, identify application vulnerabilities, recommend and implement proactive solutions/corrective actions;
  • Arrange for purchase of new equipment, spare parts to include requesting spares for newly-installed and failed equipment via the Return Merchandise Authorization (RMA) process;
  • Ensure reliable “hot spare” laptop inventory and ensure systems are refreshed regularly;
  • Install, configure and troubleshoot various software applications/virus solutions/hardware to meet user requirements; assist with proactive refresh cycles, patch compliance upgrades projects, data backups; workstation set up for all new users (configure servers, create user accounts, );
  • Assist in the disposal of old/obsolete equipment in accordance with recycling best practices;
  • Log, monitor and report all incidents and support-related tasks that come in through the service management ticketing tool tracking;
  • Spearhead remedial and preventative maintenance at central and remote locations;
  • Identify opportunities to streamline operations, optimize support efforts and improve incident handling processes (time, costs and tools) – document commonly encountered issues and their resolutions as knowledge-based articles;

Maintain and adhere to corporate IT security policies/procedures.

Requirements

 

Knowledge, Skills and Experience

  • University/College in Computer Science or related field
  • Prior experience preferred but not mandatory; strong desire to learn new products/services and to get some “hands-on” experience
  • Ability to communicate effectively with end users at all levels who may have no technical computer background
  • In depth knowledge/understanding of:
    • Windows 7 (installation, configuration and troubleshooting)
    • Installation of hardware (PCs and peripherals) and software
    • Networks, VPN and remote access software
    • Active directory/domain administration
    • Disk imaging software
    • Nix environments
  • Understanding of Linux/Unix systems, database administration, java application/troubleshooting, Java/Java Script programming, server administration, VMWare/virtual machine technologies, SQL writing & statements, XML, networking e-mail server (SMTP, eSMTP, IMAP, POP) would be an asset
  • Ability to take direction, assume personal accountability for quality and follow up/follow through on all areas of work in an urgent and expedient manner to completion
  • 3 to 5 years experience in similar role - software and hardware installation and integration; networking and server maintenance; operational and client support

 

Additional working requirements

  • Valid driver’s licence and access to a vehicle
  • Bilingual (English/French) is essential
  • Willing to travel locally and across Canada as needed
  • Must be available for after-hour support and weekend on-call support on a rotating schedule

 

Must be successful in qualifying for and maintaining any security or police clearance requirements for both municipal and federal contracts.

If you have the skills and experience that we are looking for to be successful in this role please submit your resume to theeben@winterstaffing.com or fax to 905-231-3860

We are an equal opportunity employer

 

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