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Client Support Agent

2 months ago

Mississauga, Ontario, Canada Independent Electricity System Operator (IESO) Full time

Job Title: Independent Electricity System Operator (IESO)

About the Role:

The Independent Electricity System Operator (IESO) is seeking a highly skilled and motivated individual to join our team as an Independent Electricity System Operator. As a key member of our team, you will be responsible for providing front-line support to IESO users for IT standard services, handling triage of service requests and incidents, and providing 1st and 2nd level support for some business applications.

About the Company:

The IESO is a dynamic and innovative organization that operates at the centre of the province's power system, ensuring Ontarians have access to reliable and cost-effective electricity when and where they need it. We operate the province's electricity grid 24/7, design, run and oversee the wholesale electricity markets, and plan and prepare to meet Ontario's electricity needs - now and into the future.

Key Responsibilities:

  • Complete lifecycle management of desktop end-user hardware computing environment, including laptops, desktops, telephones, printers, and approved peripherals.
  • Complete lifecycle management of desktop end-user software computing environment, including operating systems, applications, utilities, and management agents.
  • Understand and troubleshoot business user issues, providing operational, application, and technical support via hands-on, phone, and remote capability to users.
  • Provide tier 2 support to IESO users for IT services, handling triage of service requests, attempting to resolve them or escalating them to tier 3 support personnel, and communicating progress in a timely manner based on agreed service levels.
  • Monitor IESO incident queues, accept, research, and provide resolution and closure in a timely fashion.
  • Monitor IESO request queues, accept, assess, and complete standard requests in a timely fashion.
  • Provide technology support for IESO events, including Board Meetings, Town Halls, and Stakeholdering events, and support for Audio/Video equipment.
  • Follow up with external service providers and other IT functional departments until call resolution is achieved.
  • Work both as a part of the IT team and closely with business users to provide accurate and timely information regarding systems concerns.
  • Provide backup support to other IT functions.
  • Assist in all project and application life cycle tasks, including analyzing business needs, designing, developing, implementing, and operating IT systems to meet business needs.
  • Maintain an inventory of installed hardware.
  • Maintain an inventory of installed software and maintain software license compliance.
  • Create and maintain procedures, guidelines, technical documentation, etc. for end-user computing environment.
  • Analyze and make recommendations for hardware and software standards.
  • Support Patch Management activities, produce compliance reports, and remediate non-compliant systems.
  • Systems administration and maintenance.
  • Evaluate applications and software patches for Windows workstations to ensure compatibility and compliance.
  • Responsible for the moving of staff and end-user computing equipment within and between IESO sites.

Requirements:

  • High School education and additional courses of 2-3 years in duration in the field of Information Technology Support Services.
  • Good knowledge of computer principles related to systems operation, including local area network, hardware, software, and related computer equipment, to ensure information security and integrity and provide reliable systems support to users.
  • Knowledge of computer languages, programming, and techniques to carry out program runs, develop minor programs, and assess software applications and computer hardware.
  • Responsible for creating software installation documentation.

Experience:

  • Experience in enterprise environment providing Service Desk support.
  • Experience in imaging new computers and deploying end-user hardware, including printers, mobile devices, telephones, and other specialized equipment.
  • Excellent understanding of Active Directory and user management.
  • Able to troubleshoot and search for solutions through available tools, internet, ticketing system, manuals, etc.
  • Knowledge of computer architecture and Networking.
  • Experience with IT Service Management Software.
  • Experience installing, configuring, and maintaining all manners of end-user hardware and associated equipment.
  • Experience in providing support for Microsoft-based and other applications.
  • Experience in administering telephone systems.
  • Experience in administering printer/scanning hardware.
  • Experience in setting up end-user hardware.
  • Ability to create end-user documentation.
  • Understanding of project management concepts and practice, including project lifecycle.
  • Able to work outside of normal business hours, including evenings and weekends.

What We Offer:

  • A comprehensive total rewards program, including best-in-class benefits and a flexible workplace.
  • A challenging, fast-paced, and collaborative team environment, where your perspectives and experiences matter.
  • Leaders who support your growth and success through regular feedback and coaching.
  • The opportunity to work with some of the brightest minds in the industry.