System Support Analyst

7 months ago

Ottawa, Canada IBM Full time

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

Este rol se especializa en realizar y habilitar soporte técnico remoto de software, hardware y soluciones de IBM. Proporciona asistencia en el soporte técnico a clientes y soporte en campo (SSR) de IBM por medio de conocimientos técnicos en la identificación de problemas en el fuente/determinación de problemas. Utiliza conocimientos técnicos y de negociación en colaboración con otras organizaciones/operaciones de soporte para priorizar y diagnosticar problemas hasta su resolución. Comunica los planes de acción al cliente o al representante de IBM en consecuencia. Recomienda e implementa novedades o mejoras en las herramientas, los procedimientos y los procesos de soporte técnico existentes. Puede realizar tareas de formación y mentorización en el equipo. Contribuye a la consecución de objetivos organizativos por parte del departamento y a una alta satisfacción del cliente.

Required Technical and Professional Expertise

The work and activities of the System Support Analyst provides Tier 3 hardware, software and infrastructure technical support to internal and external clients and other technical support staff, ensuring that IM/IT operations are maintained on a 7/24 basis. System Support Analyst responsibilities, duties and tasks include, but are not limited to the following activities:

- Providing Tier 3 hardware and software technical support that cannot be resolved by Tier 2 support;
- Working with other analysts (Programmer, Security and / or Database) to resolve Tier 3 issues as a result of customization of the system;
- Implementing and maintaining the integration of all of the system’s information and data including middleware components like HL7 message protocols;
- Implementing and maintaining information system security using multifactor authentication, Security Information and Event Management (SIEM), Citrix Thin-Client architecture and Public Key Infrastructure (PKI);
- Implementing and maintaining all aspects of the system's technology and software solutions; 25
- System trouble shooting, including diagnosis, problem analysis and update of knowledge base;
- Monitoring system security and performance, identifying operational deficiencies, and improving security and performance;
- Implementing and maintaining virtual network and machines with Windows, Linux, AIX operating systems and Citrix XenApp;
- Planning, developing, implementing and maintaining system backup recovery and disaster recovery architecture;
- Performing impact analyses of technology changes on current System software and ITI;
- Implementing and maintaining information and data solutions that comply with existing policies and standards;
- Implementing and maintaining health informatics software solutions that comply with existing policies and standards;
- Implementing and maintaining virtual, redundant, and secure ITI architecture;
- Transferring technical knowledge via documentation, knowledge base, attending meetings and/or informal training to staff;
- Implementing and maintaining overall system security including; strengthening system security, access control systems and antivirus software; and,
- Implementing and maintaining multi-factor authentication, firewall, intrusion detection system, intrusion prevention system and VPN gateway.

Note: Tier 4 issues are directed to various COTS vendors for resolution. Support analysts are required to adequately document reported issues and the steps taken to resolve them. Support analysts will report regularly on the status of all Tier 4 issues

Location - Ottawa

Enhanced Reliability Government Clearance Required.

Preferred Technical and Professional Expertise

same as above

About Business UnitIBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always sta

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