Technical Support Specialist

1 month ago


Toronto, Canada MatrixHR Full time

Matrix is hiring a Technical Support Specialist for an exciting position with an Industry Leader in Canada.

**Job Details**:

- This role is a hybrid of working from home with 1 day per week working in the office.
- ** This is a full time, year long temporary contract role**

**Qualifications**:

- Experience: Minimum 3-5+ years of experience in a diverse technology and customer service-focused role
- University or College IS program, ITIL v3 highly desirable
- understand Linux/Unix, Windows, Storage, Mainframe, Network, Database, Application software, Cloud infrastructure
- 4+ years of experience in managing technology implementation
- Strong communication, presentation, and client relationship building skills.
- Implementation, training and development in Discovery products
- Capable of dealing with multiple Stakeholders/ user groups to ensure Discovery meets their desired outcomes
- Hands-on experience with the latest version of BMC Discovery (HELIX) and ServiceNow Discovery
- Knowledge of CMDB and Configuration Management is desirable

**Role Description**:

- Responding to contacts from Service Desk customers and support teams
- Performing classification, initial support, investigation, and diagnosis of incidents
- Handling ServiceNow Discovery, BMC Helix Discovery
- Resolving incidents assigned by more junior level associates
- Contributing technical content and departmental procedures to the Service Desk knowledge base
- Implementation and configuration of ServiceNow Discovery and BMC Helix Discovery
- Working with a holistic and dynamic view of data centre and multi-cloud assets
- Excellent TPL development skills to expand discovery beyond the out-of-the-box capabilities.
- Perform Data Quality Assurance tasks on an operational basis.
- Experience being “the go-to” person on a Discovery implementation and customization

**About MatrixHR**:
Matrix HR is a full-service recruitment agency specializing in the placement and administration of skilled trades workforce all across Canada. We have been in business for over nineteen years and have placed over 4,000,000 employment hours in the Canadian workforce. We have been recognized as one of Alberta Venture’s Fast Growth 50 and as a Leader of Tomorrow by Business in Calgary. As a leader in our industry, Matrix remains committed to the remaining cutting edge of the Full Service Temporary/Permanent Placement model as well as best-in-class managed services in Payroll and Back Office Support. We are proud to serve the following industries: Industrial ConstructionCommercial ConstructionOil and GasManufacturingWarehousingHospitality HealthcarePipeline Construction



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