Service Delivery Technician

2 weeks ago

Toronto, Canada DesAcc Full time

At DesAcc, our mission is to achieve a healthier humanity by unlocking and delivering imaging, phenotypic and genomics health data at scale. To do so, we develop and deliver software solutions for enabling healthcare data access to machine learning algorithms and other health data consumers. We believe that today’s data contains the answers to global health challenges and unlocking data silos is essential to creating and inspiring cures. At DesAcc we love unlocking, understanding, integrating and delivering data, we are 'DataVores' at heart and in mind.

**Role Summary**:
We are looking for a Service Delivery Technician with a minimum of 5 years’ support experience to join our IT Department, with the sole responsibility of working with our Professional Services and IT & Security department to act as the IT support specialist in delivering our data migration projects on time and to the satisfaction of our clients worldwide.

**Role **Responsibi**lit**ies**:

- Provide 75% support to Professional Services (PS) teams, addressing their IT requirements and documenting them
- Respond to vendor and client inquiries, providing necessary support
- Conduct benchmarking activities to assess IT effectiveness
- Manage IT configurations for PS projects and maintain accurate documentation
- Allocate 25% of time to internal IT support, assisting with training and support tickets
- Offer internal IT support to employees, troubleshooting technical issues
- Assist in managing day-to-day IT operations, allowing the manager to focus on strategic work
- Collaborate with data migration specialists, project managers, and clients on all IT aspects of a project
- Installation, configuration and testing of various VPN solutions for client site access
- Conducting connectivity tests on either DesAcc or client infrastructures
- Support, configuration and deployment of Windows-based virtual machines and physical machines
- Responsible for designing, documenting, provisioning, and support of DesAcc owned hardware for projects which may include occasional site visits, including experience of setting up and supporting NAS infrastructure.
- You will monitor and optimize performance by benchmarking data speeds and building performance baselines through in-house testing
- Diagnosing and troubleshooting hardware, software, and network factors that affect project success
- Setting up network shares with storage protocols like CIFS and NFS
- Testing database connectivity, and regularly handling large datasets
- Creation and maintenance of Standard Operating Procedures (SOPs) and project related documentation
- Your daily tasks will be determined by the Professional Services team, as all your deliverables will be in the support of projects

**Required Qualifications**

**Formal education or equivalent**
- IT qualification or relevant experience

**Years of experience**
- Experience working within an IT Support role preferably in an MSP or 1st / 2nd line support

**Knowledge**
- An excellent working knowledge of Microsoft Office products e.g., Word, Excel, and PowerPoint
- Working knowledge of Hyper V / VM Ware
- Software installation
- Setup and testing of different VPN solutions
- Familiarity with data security and protection practices, including GDPR compliance
- Knowledge of data and associated data structures is desired
- Knowledge of Project Management is preferred

**Skills and abilities**
- Excellent presentation and communication skills, both verbal and written
- Attention to detail with documentation and procedure writing
- Desktop support experience
- Windows server management and deployment
- Managing and deploying Virtual Machines
- Networking troubleshooting skills
- Ability to work independently on own initiative and also to contribute as part of a team
- Willingness and ability to be flexible
- Ability to get on well with a wide variety of people
- Ability to explain problems and solutions clearly to non-technical users
- Ability to write and execute queries in SQL based languages is desired
- Ability to identify hardware and software requirements is desired
- Ability to work occasional out of hours to support customer Go-lives as the role progresses is desired

**Why you will love DesAcc**:

- Competitive salary
- Paid Holiday entitlement
- Health & Wellness days
- Dental/Vision/Health insurance - No waiting period (FT)
- Laptop and monitor(s) (other equipment to support this as required)
- Professional Development Stipend
- Paid social events
- Remote with occasional meetings in the UK or in the Toronto office.
- At DesAcc, we believe diversity and inclusion is a strength we cultivate. We are proud to be an equal-opportunity employer and we do not discriminate based on race, gender, ethnicity, citizenship, national origin, religion, sexual orientation, age, marital status, disability, veteran status or any other legally protected status._

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