PERMANENT - Int. Application Support Specialist to provide L1 support for Enterprise Asset Management (EAM) applications
Location : Toronto (Hybrid - 3 days per week on-site)
Standard hours per day : 8-4 PM ET
Responsibilities :
- Reporting to the IT Manager, will be responsible for maintaining the IT infrastructure, including resolving EAM issues, and managing technical issues as they arise.
- Provide day-to-day L1 support to our operations and maintenance teams for the EAM application (Desktop & Mobile)
- Responsible for responding to and resolving issues O&M teams are experiencing when using the EAM application.
- Become proficient in our EAM application, including but not limited to creating / modifying reports, understanding end-to-end business processes, resolving data inconsistencies, troubleshooting, data loading procedures and templates etc.
- Coordinate & follow up on issues requiring L2 support from our client’s IT team.
- Keep detailed records of the issues, root cause analysis and resolution.
- Become proficient in our IT service management processes.
- Document new feature requests from the O&M team and create detailed user requirements for consideration by the steering committee.
- Participate and resolve any integration issues with other enterprise applications.
- Become the technical go-to person for all issues related to our EAM application.
- Provide testing support on new feature rollout from time to time.
- Assist new users with the adoption of EAM system using a consultative and problem solving approach.
Must have skills :
- 2+ years working as a support or development analyst with an EAM system such as Maximo, Hexagon, Oracle-EAM etc (Techno / functional understanding)
- General IT and networking / OS skills are essential : Active Directory, Windows Server, DHCP, DNS, SSH, SSL, SNMP, VMWare, SQL Studio etc.
- Ability to triage and diagnose faults and problems effectively and quickly and employ a structured methodological approach to fault-finding.
- High competencies in deciphering logs, researching error messages, collating supporting data for escalations upwards, researching knowledge base articles and previous ticket records, presenting diagnostic actions in the form of Investigation-Action-Result reports.
Nice to have :
- Experience working in a unionized environment.
- Familiarity with industries such as Aerospace
- Experience working in the rail industry with a comprehensive knowledge of rail equipment.
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