Act as a technical consultant to users, analyze needs, work on reference tools and proceed with the recommended implementation approach of processes and tools needed for the proper functioning and integrity of technological operations.
Follow up on requests using service management tool and change control procedures to guarantee complete resolution of problems, reduction of incidents or accelerate incident recovery time.
Support the middleware and complex applications environments. To perform troubleshooting as well as assess and solve very complex support problems by monitoring and testing business
application software in order to reduce impact on system availability and / or performance.
Provide specialized support for the Telephony infrastructure if current skill set permits.
Under general direction, plan, install, configure and upgrade software components by following company standards to enable optimal use of computer tools.
Build and maintain excellent inter-departmental collaborative working relationships.
Support Intact’s operations optimization strategy by recommending and promoting self-service activities and migrating event management as close as possible to end-users.
Contribute to end-user reference manuals by documenting processes to improve the efficiency of actions and transfer knowledge.
Assist in the training and transfer of knowledge or specialized skills to other team members when required.
Embrace change, support vision, direction and collaboration with team members.
Assist Senior Technicians with a variety of tasks (ordering, onboarding, projects, workflow management etc.) as needed.
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Travel to and work from the various Intact locations as required.
University degree / College diploma in related field.
Understanding of ITIL methodologies, ITIL® v3 Certification desirable.
1-3 years’ experience in end-user technical domain of expertise, supporting end-user services, products & solutions.
1 year experience in all aspects of IT Incidents & Problem Management activities.
A sound understanding of networks, platforms, products & tools, and how these interact with each other, how they deliver services to end user, and how they relate existing measurements & indicators.
Demonstrated ability to respond promptly, thoughtfully and effectively to changing priorities and situations.
Ability to manage client expectations.
Superior knowledge of the Problem Management Process.
Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high-
pressure, dynamic, real time environment.
Strong problem solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations.
Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences.
Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals.
Generate regular reports, analyze and identify trends for process improvement as required
Available 7 / 24 for escalations.