Infrastructure & Application Support Specialist

6 days ago

Burnaby, British Columbia, Canada Specsavers Full time
About the Role

We are seeking a highly skilled and experienced Infrastructure & Application Support Specialist to join our team at Specsavers. As a key member of our Technical Operations team, you will be responsible for providing technical support and expertise to our internal stakeholders and external partners.

Key Responsibilities
  • Technical Support: Provide timely and effective technical support to internal stakeholders and external partners, including troubleshooting and resolving complex technical issues.
  • Network and Cloud Infrastructure: Administer, maintain, and be a point of escalation for Networking and Cloud platforms in Canada.
  • Collaboration: Collaborate with functional partners in the UK & Australia for technology changes and implementations.
  • Problem-Solving: Engage with third-party support to resolve difficult problems and act on change requests.
  • Issue Resolution: Prioritize & troubleshoot issues either in person or using remote control software.
  • System Maintenance: Remediate software patches, updates, and upgrades.
  • Access Control: Manage restricted access to on-site networking for third parties.
  • Monitoring: Monitor, maintain, and configure alerting systems.
  • Root Cause Analysis: Engage in root cause troubleshooting for Core Applications in Distribution Centers, Support offices, and Retail stores.
  • Hardware and Network Support: Administration, maintenance, and troubleshooting of hardware and network production systems.
  • Network Performance Monitoring: Utilize network performance monitoring tools to isolate and find the root cause of issues.
  • Server Administration: Administer servers when necessary & coordinate with contracted vendors.
  • IT Hardware Support: Support IT hardware (PC, Network, Printers, Telephony, Storage).
  • Cross-Functional Projects: Working collaboratively on Cross-functional projects end to end.
  • Documentation: Maintain inventory tracking and control of hardware and software. Create and maintain project and network-related documentation as required.
  • Communication: Provide high-level technical explanations for outages. Communicate with all levels of the organization.
  • Technical Demonstrations: Provide solution-based technical demonstrations to stakeholders.
Requirements
  • Experience: 3+ years of experience providing technical support in an Enterprise IT environment.
  • Technical Skills: 3+ years of experience providing 3rd line technical support for Core Applications & networking. 3+ years of experience with databases, networks (LAN, WAN), and SaaS programs.
  • Knowledge: 3+ years of experience in setting up and configuring Core Applications and networking. 3+ years of experience providing technical support for servers, switches, structured cabling.
  • Software and Hardware: 3+ years of experience in supporting Meraki, Azure, Cisco VOIP, Office 365, and Splunk. 3+ years of experience in supporting security products such as Firewalls, SIEM and EDR.
  • Soft Skills: High level of accuracy and attention to detail. Effective organizational skills. Exceptional time management skills.
  • Communication: Ability to exercise diplomacy and discretion and to handle highly confidential information appropriately. Ability to work effectively with an off-site/remote workforce including vendors.
Preferred Qualifications
  • Knowledge and Experience: Knowledge and working experience of ISO 27001, NIST, and PCI Compliance. Previous experience with Supply Chain and/or Retail Technology.
About Specsavers

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply.

Our Hybrid Work Model

We thrive on a hybrid model, combining in-office collaboration and flexibility. Join us in office, three days a week to contribute, connect and excel in our vibrant environment.

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