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SOTI MDM Technical Specialist
2 months ago
We are seeking a highly skilled SOTI MDM Technical Specialist to join our team at MethodHub. As a key member of our IT department, you will be responsible for providing top-notch support for our CTC retail technology across all banners.
Key Responsibilities- Provide tier 2 support for CTC retail technology, exercising a strong understanding of business processes and application usage to meet operational goals.
- Evaluate business processes to ensure operational processes and procedures align with support capabilities.
- Ensure business and operational support documentation exists for knowledge sharing.
- Act as the incident or problem coordinator where applicable.
- Lead tasks related to transitioning activities from projects to production in areas of expertise.
- Facilitate training sessions to ensure knowledge transfer and cross-training across the support teams.
- Demonstrate strong leadership capabilities.
- Provide hands-on application and hardware support for daily operations, including service, data, and process integrity, configuration, user administration, reporting (data pulls), and optimization.
- Overnight deployments of APKs to our prod environment.
- Assist other project teams in APK deployments and log retrieval.
- Identification of root cause analysis and resolution of incidents reported by the monitoring systems and end users.
- Collaborate with IT teams and business stakeholders to fully understand the business processes and application requirements.
- Maintain documentation and provide knowledge transfer for other system support analysts.
- Prepare and facilitate training sessions where required.
- Evaluate gaps in process and operational support documentation and implement a plan to address the missing information.
- Identify and raise risks as they relate to applications or hardware.
- Identify and communicate support requirements and develop troubleshooting and repair processes.
- Act as incident and problem coordinator where required. Facilitate regular meetings and working sessions with IT team members and different business units to address ongoing issues that require further understanding or analysis.
- Participate in an on-call rotation to provide after-hours support for our key business applications.
- Project delivery support, including but not limited to store construction, hardware rollouts.
- Minimum of 5 years in IT support environment.
- Experience with SOTI MDM (Mobile Device Management) is a must.
- Understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment.
- Knowledge of processes and resources required to perform analytical and technical tasks on PC systems.
- Experience working with ServiceNow or similar ITSM tools.
- Strong knowledge of Office 365 and Teams.
- Experience with supporting Digital Signage Platforms and Kiosks.
- Strong knowledge of retail-based applications and business processes.
- Good understanding of hardware and networking components.
- Excellent analytical skills and understanding of common business analysis practices.
- Ability to learn new concepts in a short timeframe and share knowledge with other team members.
- Ability to create and deliver training sessions.
- Strong commitment to creating and maintaining documentation.
- Exceptional written and verbal communication skills.
- Bilingual (English/French) is an asset.
- Builds trust and credibility by consistently adhering to the organization's business principles and values.
- Committed to results by taking personal responsibility for achieving mutually agreed-upon individual/team objectives.
- Demonstrates a desire to help and serve internal/external customers to meet their needs.
- Works collaboratively and cooperatively with others to achieve shared goals and objectives.
- Recovers quickly after change, disruptions, or mistakes and can remain productive and focused.
- Self-driven, committed to high performance.
- Must have a high level of confidence in own abilities.
- Ability to work in a team-oriented, fast-paced, and energetic environment with a drive to meet and exceed expectations.
- Ability to work on multiple projects/tasks while maintaining strict timelines to deliver results.
- Willingness to participate in an on-call rotation to support core applications after hours and during weekends.
