Systems Support Analyst Intermediate
Eagle Professional Resources Inc.
Montreal, QC
18h ago

Eagle is currently seeking a Systems Support Analyst - Intermediate . This is a five (5) month, contract position scheduled to start in February.

Key Responsibilities

The successful candidate will be responsible for :

  • Handling inquiries / requests for support from business users via inbound calls and / or communications via email;
  • Understanding business processes and relating them to incident resolution within a complex system;
  • Performing root cause analysis and providing solutions / workarounds to the business as it relates to issues reported;
  • Assessing and prioritizing incidents;
  • Logging, documenting and updating all incidents / cases in Service Centre per defined process;
  • Tracking progress of resolution;
  • Recommending courses of action and working with other team members to establish new or revised processes and procedures as required;
  • Following system management and operational policies as defined by IT Management;
  • Understanding both business speak and IT speak;
  • Fostering trust and teamwork; engaging Business users and other Team members equally to provide correct and timely resolutions;
  • Communicating in a timely fashion and clearly, both ongoing status and / or resolution of incident / case to Business end user;
  • Communicating hot issues and resolutions to peers and Manager and when appropriate escalating further any issues / concerns / resolutions as may be required to Senior Management Team; and,
  • Liaising with various Project Team members as required.
  • Skills and Qualifications

    The qualified candidate must have :

  • Fluency in French, both speaking / writing;
  • In-depth knowledge of broadcasting business;
  • In-depth knowledge of PCI Toolset;
  • In-depth knowledge of 4D databases and Oracle scripts;
  • Ability to manage servers in a network environment validate backups, monitor disk space, stop / start servers, restore backups;
  • Experience in problem solving, issue identification, resolution, and appropriate escalation;
  • Ability to evaluate alternatives, make appropriate unbiased and timely decisions based on sound reasoning and judgement;
  • Excellent verbal communication skills including both one-on-one and large group;
  • Superior written skills required including ability to create documentation that is grammatically correct, clear, concise and within established guidelines;
  • Superior analytical and detail skills;
  • Superior customer relationship skills, listening and questioning skills, positive and friendly telephone manner, as well as persuasive negotiation skills;
  • Strong organization skills and ability to manage incident reporting and tracking;
  • Ability to work effectively both independently and within a team environment;
  • Experience establishing a detailed work plan and meeting deliverables;
  • Ability to prioritize, maintain organization and meet deadlines while remaining flexible and adaptable to changing priorities in a fast-paced environment;
  • High degree of patience, respect and tolerance in dealing with users;
  • Ability to work overtime, shifts as required;
  • Bilingualism (English);
  • Knowledge of Xytech’s MediaPulse (an asset);
  • Knowledge of SQL queries in Oracle (an asset); and,
  • Knowledge of Excel macros (an asset).
  • Apply
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