Technical Support Specialist

Posting Details

Job Details

Description

JSI is looking for a candidate with system administration and software development experience in a Windows and/or Linux environment with a strong interest in working and learning about networking, unified communications, and application layer standards and protocols, as well as with scripting and some programming languages.

The team you would be joining is a day-to-day, 24/7 operational support team, where you will be exposed to daily challenges and issues for geographically diverse customers, in a fast-moving environment that will demand an ability to problem solve and deal with many different issues at the same time. The skills you develop in this team will be invaluable and rewarding for your future endeavors.

Note that fluency in English and the ability to obtain and maintain up to a Top-Secret security clearance (Canada) are mandatory requirements for this position. Bilingualism or proficiency in French would be an asset.

Job Description

Responsibilities include, but are not limited to:

• Provide accurate and timely response and resolution to daily customer support issues.
• Deliver effective and concise verbal and written communications.
• Maintain system configurations and contribute to technology roadmap for customer systems.
• Analyze customer systems for software upgrades to ensure minimal impact to customer operations.
• Assist Engineering to diagnose/replicate technical issues.
• Provide support to Engineering for procedural documentation validation and testing to ensure that all technical documentation meets the needs of Technical Support.
• Help maintain corresponding documentation for Technical Support staff via KB articles and support related procedures.
• Participate in complex/Tier 3 engineering issues to assist with root cause analysis and/or work around solutions.
• Maintain an industry watch and interface with service providers to gather/analyze and report status/updates for new and existing interface protocol and standards requirements.
• Provide technical consultation to customers when required.
• Travel to customer site as required in support of complex technical issues or perform system maintenance. This can include international as well as domestic travel.
• Perform other related duties as assigned by team Management.
• Effectively use software including SQL, Wireshark, MS Office Suite, Cisco Webex.
• Dynamically shift priorities and adapt to changes to meet organizational and department requirements.
• Periodically perform weekend on-call duties.
• Provide occasional after-hours support during evenings and weekends for production application and server upgrades and patching.
• Provide on call 24-hour support during critical and business priority situations.
• Work on a rotational shift between the hours of 08:00AM to 8:00PM Eastern Time Monday to Friday. Core working hours: 8:00AM-4:30PM. Late Shift hours: 12:00PM - 8:00PM.
• Dynamically shift priorities and adapt to ongoing changes in process, systems, or organizational structures to meet organizational and department requirements.
• Meet tight deadlines or schedules under pressure or stressful situations
• Escalate issues to the appropriate resource or Management
• Ability to work from home, when required, in a secure, private location where others cannot see or hear what you are doing.
• Must be willing to work a minimum of 2 days per week in office.

Education and Experience

• Degree, diploma, or certification in Computer Science or an equivalent combination of education and experience.
• A minimum of 5 years’ experience coordinating resolution of technical and business problems while managing multiple tasks and priorities
• A minimum of 5 years’ experience investigating and troubleshooting complex application and infrastructure availability and performance issues.
• Mandatory experience: Supporting and troubleshooting Windows Server and Desktop solutions. Supporting and troubleshooting LAN/WAN networks, VPNs, routing, subnets, and related hardware (switches, routers, firewalls).
• Preferred experience: Experience with Linux, DataStax, Cassandra, Puppet, VMware/vSphere Experience with ISDN, PRI & BRI, DSL and Remote Access technologies. Experience with Dell PowerEdge and VRTX series servers Experience with Atlassian Confluence, Microsoft Dynamics NAV, Cisco Webex, Azure DevOps Server Working with ticketing software to create and maintain up to date and detailed support tickets

Additional Competencies

Demonstrated ability to:

• Apply principles of logical or technical thinking and creative problem-solving skills to a wide range of intellectual and practical problems.
• Effectively work independently as well as within a team environment.
• Build positive relationships to advance business relationships, knowledge, innovation, to meet TS and customers’ needs.
• Demonstrate integrity, creativity, and enthusiasm in achieving results.
• Use strong oral and written communication and interpersonal skills to effectively present technical information, respond to questions from staff and customers, and act as a resource for providing detailed reports effectively to diverse groups of people at various levels within an organization.
• Be extremely motivated, possessing strong analytical, listening, and interpretive skills to facilitate leadership.
• Have a strong understanding of deadlines and commitment to schedules.
• De-escalate conflicts or stressful situations.

How we Work?

You will be expected to work in a Hybrid environment reporting to our Kanata, Ontario location 2 or more times per week.