Analyst, Technical

2 weeks ago

Toronto, Canada Ontario Health Full time

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.
- What Ontario Health offers:
Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:
- Fully paid medical, dental and vision coverage from your first day- a health care spending account- a premium defined benefit pension plan- three personal days and two float days annually- three weeks’ vacation to start (for individual contributors), increasing to four weeks after two years- career development opportunities- a collaborative values-based team culture- a wellness program- a hybrid working model- participation in- Communities of Inclusion Want to make a difference in your career? Consider this opportunity.

The Specialist, IT Operations Technical will aid in the continued evolution of the infrastructure hardware and software ensuring supportability, scalability, robustness, and performance within Ontario Health’s state of the art infrastructure. The incumbent will act as a member of the team across varied technologies providing software and hardware life cycle management. This role is responsible for providing 7 x 24 operational support in a highly available, critical, and secure environment. This position interacts with stakeholders and technical teams to maintain a mission critical infrastructure.

Here is what you will be doing:

- Triages and route tickets to other technical resources or to the appropriate OH (Ontario Health) support Teams.
- Collaborates with peers and other technical and product teams to resolve issues and problems.
- Creates and manages support tickets and ensures tickets are processed within defined service levels.
- Provides feedback to peers and leaders on any process improvement opportunities.
- Responsible for service quality for their contributions for assigned work.
- Works with a low level of autonomy, following set objectives and support scenarios but proactively actioning and resolving issues with mínimal supervision.
- Makes decisions that have limited/moderate impact.

Here is what you will need to be successful:
Education and Experience
- College diploma or recognized equivalent.
- 1 - 3 years of experience in product/service/technology/health care domain(s). Previous Tier 1 experience is preferred.
- Knowledge of service management frameworks such as ITIL.
- Knowledge of administration tools such as O365 suite.
- Strong knowledge of workflow tools such as BMC Remedy or other case management and ticketing systems.
- ITIL certification V3 / V4 Foundation is preferred.
- Good understanding of tools and techniques for managing changes, incidents, and problems (BMC Remedy or another similar tool).
- General Knowledge of any or all of the disciplines such as: Corporate technologies, including Active Directory, desktop/virtual desktop, mobile, social, enterprise mail, information assurance (e.g. archiving), enterprise architecture principles and management.
- Knowledge of organizational processes and business models.

Knowledge and Skills
- Communications skills, both orally and in writing, to communicate with internal business stakeholders and technical staff to resolve technical issues, interact with customers in a service-centric manner.
- Ability to troubleshoot/triage using a variety of tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, network and operational) problems.
- Knowledge of Azure device enrollment
- Knowledge of Intune software deployment and asset management
- Knowledge of Autopilot deployment process
- Knowledge of O365 license assignment
- Knowledge of O365 user administration
- Knowledge of O365 mailbox sharing setup
- Ability to provide initial review, resolution, or triage of first level IT support requests and incidents; identify and diagnose issues and problems.
- Ability to work on, prioritize and deliver work items according to agreed-upon timelines amidst constantly changing priorities.
- Ability to work directly with end users in a professional, customer service-centric manner to fulfill requests and troubleshooting issues.
- Ability to meet service level targets.
- Ability to work with a low level of autonomy, following set objectives and support scenarios but proactively actioning and resolving issues with mínimal supervision.
- Ability to make decisions where resulted have limited impact.
- Capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically within product/project team.

OH-IND-DIG
LI

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