L1 Support
Ref No.: 18-26605
Location: Toronto, Ontario
Start Date: 04/18/2018
 Job Purpose
Monitor infrastructure systems and applications to identify potential incidents.
 
What You'll Be Doing
 • Identify and verify system and application events, escalating to technical specialist and providing support as required. 
• Initiating corrective action to resolve system and infrastructure application errors.
• Logging and resolving production problems; identifying recurring problems and recommending preventative measures.
• Monitoring mailbox and answering calls from business support groups; identifying problems, resolving or escalating as appropriate.
• Managing multiple projects and operational items as required.
• Manage and maintain ongoing relationships with vendors and technology/business partners
 
What We're Looking For
• Service Excellence--Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations.
• Problem Solving--Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
• Core Application Systems--Knowledge of major production application systems used for delivery of services to internal and external clients.
• Managing Multiple Priorities--Ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation.
• System and Console Operations--Knowledge and ability to operate computer systems to run production, development processing and perform systems maintenance tasks.
• Technical Troubleshooting--Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems.
• Hardware Infrastructure--Familiarity with hardware technology and the global, regional and local hardware architecture.
• Oral Communications--Ability to express oneself and communicate with others verbally; recognizing that verbal communication is more than just language – it includes tone, style and structure.
• Must have 5 years' experience as an analyst
• Server OS experience including Windows, Linux and Unix
• Network experience with Cisco devices
• Application experience is an asset
• Lead, manage and see projects and operational items to completion
• Strong leadership and communication skills, ability to present, lead and influence large groups
• Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems
• Knowledge of core application systems and systems software infrastructure