Service Desk Technician
Pythian
Ottawa,Canada
3d ago

What will you be doing?

  • Responsible for providing end user support as part of the team and ensuring that corporate standards of security, hardware and software platforms are met.
  • Expected to be the face of our Tehama platform and to take ownership of user requests. This may involve working with System Administrators and Development teams to resolve or escalate issues.
  • Participation in the on-call rotation after hours within the team and logging all the troubleshooting activities.
  • Triage and troubleshoot user requests and alerts from Tehama customers and partners.
  • Assessing the case, collecting all the required data for either troubleshooting or escalation up the chain.
  • Owning and following up on tickets until their resolution.
  • Build and maintain trustful relationships between the user base and Tehama team.
  • Encourage users to share which IT services they are experiencing issues with and what IT services they want.
  • Collect and analyze the information.
  • Generate feature requests and infrastructure changes.
  • Complete daily routine checking on infrastructure status.
  • Recognize typical issues or requests and reduce their frequency by educating Tehama partners and user base and by creating FAQ articles.
  • RCA (root cause analysis).
  • Analyze incoming requests and alerts in order to discover the problem that is causing them and escalating accordingly.
  • Look for ways to make the usage of Tehama services simpler.
  • Discover inconsistencies in complying with corporate standards of security, hardware and software platforms and working with staff to resolve them.
  • Continuous learning of the Tehama platform, technologies used, and internal procedures and policies.
  • Document and keep up-to-date on product enhancements and new features on the Tehama public and internal wiki.
  • Configure desktops, software and services.
  • Attend meetings and log your activities.
  • Other duties and projects as assigned by one’s Manager.
  • What do we need from you?

  • While we understand you might not have everything on the list, to be successful you are likely to have skills such as;
  • A minimum of two years experience in End User Support is ideal or an equivalent combination of education and experience
  • Administration of Windows, Linux (Desktop and Server OS)
  • Experience with TCP / IP networks and with DNS, DHCP, SMTP, FTP, CIFS, NFS
  • Experience with Active Directory
  • Experience with monitoring systems such as Nagios is considered an asset
  • VPN, IPSec, Linux based Firewalls
  • Linux based Web servers
  • Scripting
  • ITIL knowledge is considered an asset
  • What do you get in return?

  • Competitive total rewards package
  • Flexible work environment : Why commute on an Ottawa snow day? Work from home!
  • Outstanding people : Collaborate with the industry’s top minds.
  • Substantial training allowance : Hone your skills or learn new ones; participate in professional development days, attend conferences, become certified, whatever you like!
  • Amazing time off : Start with a minimum 3 weeks vacation, 7 sick days, and 2 professional development days!
  • Office Allowance : Purchase a device of your choosing and personalise your work environment!
  • Fun, fun, fun : Blog during work hours; take a day off and volunteer for your favorite charity.
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