Technical Support Specialist

3 weeks ago

North Vancouver, Canada T-Net British Columbia Full time

We welcome applications from all qualified job seekers. Should you require accommodations throughout the application or hiring process, please don't hesitate to contact accessibility_services@icbc.com, as we are committed to ensuring a seamless and accessible experience for all candidates.

The IS Technology Operations Centre (TOC) team provides 24/7 support. We strive to prevent/reduce the impact and duration of outages of ICBC systems through effective alerting and monitoring; timely, clear and concise communication, escalation and consistent incident handling.

As a Technical Support Specialist (TSS) within the TOC team, you will provide support for ICBC's technology platforms & applications. This includes opening incidents based on monitoring system alerts, responding to system capacity or performance issues; ensuring systems, databases, and transactions are available and escalating where required. Technical Support Specialists collaborate with ISD teams, assisting change implementations and performing ad-hoc IT-to-IT service requests.

Position responsibilities include, but are not limited to:

  1. Monitoring, analyzing/investigating, troubleshooting, escalating, and/or resolving system alerts.
  2. Coordination of high-priority incidents, incident logging and escalation.
  3. Working in conjunction with other ISD teams to provide support, maintenance & task execution for Infrastructure systems and applications (Servers, Citrix, Nutanix, Network, Storage, Desktops, ICBC core applications, batch jobs).
  4. Stopping/starting queues; restarting services and applying patches, updates and fixes; applying regular security patches; and software enhancements.
  5. Execution of ad-hoc IT Service requests via the JIRA request system.
  6. Performing daily health checks, ad hoc health checks & production verification testing (PVT).
  7. Respond to IT Service Desk calls for internal customers outside of core business hours.
  8. Experience utilizing privileged access to support servers, troubleshooting system alerts, executing IT service requests, and viewing administrative settings.
  9. Experience with Infrastructure monitoring tools such as Splunk, AKIPS, Nagios, SCOM and Application Performance Monitoring (APM) tools.
  10. Knowledge of ITSM best practices such as ITIL, incident, problem and change management, and service operations management.
  11. Self-motivated, proactive and able to learn new technologies quickly.
  12. Strong support documentation, cross-training & knowledge transfer skills.

Position Requirements:
Previous exposure and work experience supporting enterprise systems for mid to large-sized IT Infrastructure systems. Your experience is supported by post-secondary education in a computer-related field, and a passion for getting to the root and resolving technical problems.

The hours of operation are twenty-four hours per day, Sunday to Saturday. Employees work a 9-hour workday and rotate through three shifts:
Day: 7:00 to 16:00
Afternoon: 14:00 to 23:00
Night: 22:30 to 07:30

Employees will generally be scheduled to work the following pattern: four-day shifts followed by three days off, then four-night shifts followed by four days off and then four-afternoon shifts followed by three days off. Employees will receive an 8.5% shift premium. There are opportunities for overtime.

The TOC Team is an "in office resident team". The Technical Support Specialists do have remote working opportunities, these remote shifts are scheduled and are based on our team's operational needs.

About us: At ICBC, it's our job to make sure the car insurance system works for all British Columbians, today and in the future. If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment.

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