Help Desk Specialist

3 weeks ago

Toronto, Ontario, Canada GlassHouse Systems Full time
About the Role

GlassHouse Systems is seeking a highly skilled Help Desk Specialist to join our team. As a Help Desk Specialist, you will be responsible for providing technical support to internal and external clients, addressing incoming queries and issues related to servers and systems, software, and hardware over the phone.

Key Responsibilities
  • Technical Support: Provide technical support to internal and external clients, including problem determination, resolution, and escalation as per the defined process.
  • Issue Diagnosis: Assist customers to diagnose technical issues related to a Cloud-based Linux/IBMi OS environment, involving network, servers, application services, and peripherals.
  • Documentation: Document all incidents, outages, status, and resolutions in accordance with GHS Service Desk procedures.
  • Ticketing: Update ticketing info in the Service Now ticketing database.
  • SOC Vulnerability: Monitor customer SOC vulnerability dashboard and create tickets as needed.
  • Issue Troubleshooting: Diagnose and troubleshoot issues in the IBM Cloud environment.
  • Security Administration: Perform security administration functions for user access, data access, and remote access.
  • Incident Management: Issue timely, accurate, and professional notifications regarding incidents impacting the user community or targeted service consumer.
  • High Severity Incidents: Proactively manage high severity and priority incidents from identification to resolution.
  • Collaboration: Collaborate with internal/external IT resources to identify problems and restore services.
  • Additional Duties: Complete other duties or tasks as assigned.
Requirements
  • Education: 3rd and up year student, working towards a degree in Computer Science or similar discipline.
  • Technical Skills: Fundamental working knowledge on infrastructure elements including servers, operating systems, storage, networking, security, infrastructure operations.
  • Analytical Skills: Strong analytical skills.
  • Communication Skills: Strong verbal communication skills and technical writing skills.
  • Presentation Skills: Ability to present complex concepts in a clear, concise manner.
Nice to Have
  • ITSM Experience: Experience in ITSM process – incident, change and problem management.
  • Cloud Platforms: Knowledge with public cloud platforms like AWS (Amazon Web Services) and Azure.
  • IBMi OS Experience: Experience working in IBMi OS environments.
  • ITSM Ticketing Tool: Experience in ITSM ticketing tool – Service Now.

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