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Technical Support Specialist
2 weeks ago
We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to we are committed to ensuring an accessible experience for all candidates.
At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we've created two talent communities for Indigenous Peoples and People with Disabilities. By joining one of these communities, you'll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you're welcome to apply for jobs at ICBC whether or not you join a talent community.
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.
- Working in conjunction with other ISD teams to provide support, maintenance & task execution forInfrastructure systems and applications (Servers, Citrix, Nutanix, Network, Storage, Desktops, ICBC coreapplications, batch jobs) Stopping/starting queues; restarting services and applying patches, updates and fixes;applying regular security patches; and software enhancements.
- 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:
Only candidates legally entitled to work in Canada will be considered for this position.
