Web Jobs in Sydney Mines, NS

What success looks like in this role :

• Primarily a technical support role, perform Tier 2 service desk responsibilities as it relates to enterprise systems and application software
• Engage in Incident and Service Request Management activities to resolve issues and respond to service related requests that are beyond the scope of the client’s first level help desk support group. This may include but is not limited to questions about operation, user access, configuration, customization, and usage of software products.
• Perform remote technical support and interact with clients by telephone, chat and email, ensuring that initial response, ongoing communication and resolution times are within established SLAs.
• Provide alerts and situation status information to both client and Unisys management.
• Be able to apply diagnostic techniques to identify problems, investigate causes and recommend solutions (i.e. log analysis using tools such as Splunk)
• To support Problem Management, be able to correlate information from past support tickets and / or release requirements to support findings.
• Work with other service providers to ensure that the client’s service levels and technical requirements are met.
• Conduct root cause analysis of recurring problems for defined projects or major incidents
• Analyze code and / or requirements documents to determine whether the application is performing as expected or whether there may be a code defect.
• Perform minor bug fixes to Oracle database procedures, and other code objects as needed following established configuration management procedures
• Analyze error logs and replicate production issues in a non-production environment to assist in identifying and troubleshooting production issues
• Support new product and / or system implementations as required
• Prepare, approve and coordinate the implementation of technical documentation and ensure that technical and client documentation is clear, current, accurate and complete.
• Identify relevant training needs and conduct training sessions for other analysts.
• Assist in identifying efficiencies and opportunities for improvement

You will be successful in this role if you have :

Additional Assets :

Note : Candidate must reside in Canada due to contract requirements

LI-JH1

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.