Technical Support Specialist
1 day ago
We are hiring a Technical Support Specialist for a Fulltime Permanent opportunity.
The IS Technology Operations Centre (TOC) team provides 24/7 support and strives to reduce both the impactand duration of outages of ICBC systems through effective alerting and monitoring; timely, clear and concisecommunication, and consistent incident handling.
As a Technical Support Specialist within the TOC team, you will provide support for ICBC’s computing platforms.This includes monitoring system queues; responding to system capacity or performance issues; ensuringsystems, databases, and transactions are available as per Service Level Agreements.
**Position Requirements**:
Your key deliverables:
- Responding, investigating, troubleshooting, escalating, and/or resolving system alerts.
- Coordination of high-priority incidents, incident logging and escalation.
- Execution of ad-hoc IT Service requests via the JIRA request system. (server snapshots, Control-M jobhandling, data change)
- Performing daily health checks, ad hoc health checks & production verification testing (PVT)
- IT Service Desk outside of core business hours for our internal customers.
- Experience utilizing privileged access to support servers, troubleshooting system alerts, executing IT servicerequests, and viewing administrative settings.
- Experience with Infrastructure monitoring tools such as Splunk, AKIPS, Nagios, SCOM and ApplicationPerformance Monitoring (APM) tools.
- Knowledge of ITSM best practices such as ITIL, incident, problem and change management, and serviceoperations Management.
- Self-motivated # able to learn new technologies quickly.
- Strong support documentation skills, cross-training & knowledge transfer You will have experience supportingEnterprise systems for mid to large-sized IT Infrastructure systems. Your experience is supported by post-secondary education in a computer-related field, and a passion for getting to the root and resolving technicalproblems.
The hours of operation are twenty-four hours per day, Sunday to Saturday. Employees work a 9-hour work dayand rotate through three shifts:
Day: 7:00 to 16:00
Afternoon: 14:00 to 23:00
Night: 22:30 to 07:30
Employees will generally be scheduled to work the following pattern: four-day shifts followed by three days off,then four night shifts followed by four days off and then four afternoon shifts followed by three days off. Employeeswill receive an 8.5% shift premium. There are opportunities for overtime.
**Position Information**:
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