Student Position - Service Desk Specialist

About GHS

GlassHouse Systems (GHS) is an enterprise systems, and managed services solutions provider that develops, designs and deploys solutions for leading enterprises in Canada and the US.

For almost 30 years, GHS has delivered an enterprise-level of service and support to clients. Recognized with industry-leading awards each year, GHS translates this differentiation into positive client experiences.

We are looking for students for Help Desk Specialist ( Shifts ).

What you'll do :

Providing technical support to internal and external clients by addressing incoming queries and issues related to servers and systems, software, and hardware over the phone.

• Providing technical support to internal and external clients, including problem determination, resolution, and escalation as per the defined process
• Assisting customers to diagnose technical issues related to a Cloud based Linux / IBMi OS environment. This will involve network, servers, application services, and peripherals.

Scripts will be provided outlining steps to follow to diagnose the issues and how to escalate

• Documenting all incidents, outages, status, and resolutions in accordance with GHS Service Desk procedures.
• Updating ticketing info in the Service Now ticketing database. (Training to be provided)
• Monitoring customer SOC vulnerability dashboard and creating tickets as needed
• Diagnose and trouble shoot and or escalate issues in the IBM Cloud environment
• Performing security administration functions for user access, data access, and remote access. Instructions will be provided
• Issuing timely, accurate, and professional notifications regarding incidents impacting the user community or targeted service consumer
• Proactively managing high severity and priority incidents from identification to resolution (Note : Resolution may be completed by another resource, so responsibility is to confirm resolution is complete and updating the tickets accordingly.)
• Collaborating with internal / external IT resources to identify problems and restore services
• Completing other duties or tasks as assigned
• Ability to be on call for after hours support (nights and weekends) if needed. (This will happen in shifts)
• 2-3 shifts per week + on-call shift.
• Ability to work different shifts. Shifts will be (all times EST) : Mon Friday 8AM-1 : 00PM, 1 : 00PM-6 : 00 PM, on-call Weekends & nights Shifts will be alternated among the team.

What you'll need :

• 3rd and up year student, working towards a degree in Computer Science of similar discipline
• Fundamental working knowledge on infrastructure elements including servers, operating systems, storage, networking, security, infrastructure operations
• Strong analytical skills
• Strong verbal communication skills and technical writing skills
• Ability to present complex concepts in a clear, concise manner

Nice to have :

• Experience in ITSM process incident, change and problem management
• Knowledge with public cloud platforms like AWS (Amazon Web Services) and Azure
• Experience working in IBMi OS environments
• Experience in ITSM ticketing tool Service Now

What you'll get :

Join a team of professionals led by a diverse set of leaders from across the industry.

GlassHouse Systems commitment :

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that values diversity at our company and encourages all candidates to apply.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

GlassHouse Systems Inc. ( GHS ) welcomes and encourages applications from persons with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the recruitment process.

Please contact Einat Levi-Israeli at elevis @ghsystems.com should you require any accommodation if you are selected for an interview or require an accessible format of the job posting or any communications from GHS.

Please note that all candidates have to be legally eligible to work in their location.

Any offer of employment will be conditional upon a criminal record check.

GlassHouse Systems thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

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