|
Requisition #:
|
2451
|
|
Job Title:
|
Service Support Technician
|
|
SBU:
|
Broadridge - Canada
|
|
Country:
|
Canada
|
|
State:
|
Ontario
|
|
City:
|
Toronto
|
|
Location:
|
Toronto-4 King Street West
|
|
Employment Status:
|
Full Time - Permanent
|
Job Description:
(Description)
|
Position Description:
The systems Support technician will report to the Service Support Manager and working under the general direction of the Technical Services Management team. The designation of this job is to provide Level 2 technical systems support for our Clients Technical departments and Broadridge Dataphile Internal Departments by utilizing the Service Desk software within a subset of ITIL - Service Management Framework.
The Systems Support Technician will be responsible for the configuration of services within Change Management Control procedures, and for providing input into development of further service growth; e.g. application and system services. In addition the Systems Support Technician will also be responsible for the development and maintenance of 24/7 Application and System monitoring services.
This position will be in a fast pace work environment with a large volume of problem logs, minimal supervision and tight deadlines.
Responsibilities:
•Classification, Investigation, diagnosis and resolution of L2 incidents, identifying and escalating problems to L3.
•Monitoring and escalation procedures relative to the appropriate SLAs
•Incident ownership, monitoring, tracking and communication
•Closing incidents and confirmation with Client Services or relevant internal department
•Assist L3 & other TS Departments with implementation and configuration
|
Qualifications Required:
(Experience, Skills, Academic)
|
Desired Education or Background:
•Degree or diploma in Computer Science or a related discipline
•Certification Designation or Equivalent Designation in expert field and over 2 years job related experience PROGRESS Databases experience (Administration and Maintenance)
•Experience with electronic trading systems.
•Brokerage or financial industry experience
•Knowledge of Vendor Support Tools – Web Information, Technet etc.
•Documentation knowledge will be an asset.
•Must have essential Hardware and Software Maintenance Skills, and proven troubleshooting and Technical Support skills.
•Service oriented, strong communication skills and outstanding Customer Service skills.
•Strong analysis and logic, problem assessment skills
•Ability to communicate effectively with clients, vendors, and across all levels of the organization
•Adaptable, outgoing, professional, and willing to take initiative
•Learn new technologies & processes quickly and mentor others
Technical Skills:
Administration, Configuration and Support of: Storage, Network, Security, Operations, dB Servers, dB, Middleware, Applications & Client Services.
Applications:
Win32/64 HTTPS, GUI, SSH – VT100, VT220, HTTPS, SFTP, FTP(S), SCP, Connect Direct (NDM), SNMP, RDP, Progress database
Middleware:
Apache, TomCat, Linux Redhat ES, VMWare ESX on HP Proliant, C Class Blade systems, P Class Blade systems & DL360 – 580, HP ICDC,
Additional Assets:
Service: SLA’s OLA’s, Class of Service, Monitoring and Reporting Systems. HP-OV
Storage: HP EVA, VA, MSA SAN’s, Ultrium MSL Tape Library’s, Optical Juke Box, FC Fabrics, FCIP, iSCSI. HP Storageworks - CV, CA, BC, SP, Veritas.
dB HP-UX Servers: HP – 9000 – RP/RX8xxx,7xxx,6xxx,5xxx,4xxx,3xxx PA-RISC & Integrity Servers HP-UX 11i Enterprise, Service Guard ED (Campus Cluster), CA, BC, MirrorDisk, PRM, GPM, MP
dB: Progress DBA V9 & OpenEdge V10 RDBMS, Application Server, Management and Replication on HP-UX 11iPosition Title: Applications Engineering Deployment Analyst
|
|
Education:
|
Bachelors
|
|
Experience Range:
|
5 - 7 years
|
|
Job Category:
|
Technology
|
|
Area of Interest:
|
Technical Services
|
|
