Overview
As a System Support Specialist you would be responsible for ensuring the smooth operation of an organization's computer systems and networks. This role involves troubleshooting hardware and software issues, providing technical assistance to end-users, implementing system upgrades and patches, and maintaining documentation. System Support Specialists play a critical role in maintaining the efficiency and reliability of IT infrastructure, contributing to the overall success of the organization.
Responsibilities
- Respond to monitoring alerts and customer initiated tickets
- Troubleshoot and find resolutions to complex technical problems
- Escalate all Critical/High issues to designate support team within SLA guidelines
- Document, track and monitor the problem to ensure timely resolution
- Demonstrate an excellent Customer Service Skills and Attitude
- Provide reliable technical support
- Monitor internal platforms utilizing monitoring tools
- Strictly manage assigned schedules such as maintenance window
- Consistently access and read all NOC communications including shift email, incident tickets, installation information and technical documentation to keep updated on operational activities
- Ensure all test environments and production servers are operational within the specifications set forth by the owner department and/or service level agreement
- Consistently follow documented procedures and guidelines related to monitoring systems and platforms
- Understand how systems and platforms operate and interact
- Interface with users, other teams and service providers to resolve problems, perform day to day operational tasks
- Maintain equipment inventory records and infrastructure topology documentation
- Occasionally required to perform shift work and/or may be required for on-call coverage and/or after-hours support
Qualifications
- Good knowledge with Networking equipment (configuration, troubleshooting, maintenance)
- Knowledge of Windows systems
- Self-motivated, proactive, able to work under stressful conditions
Ability to multitask and prioritize - Good communication skills (English) and capacity to work in a team environment
Considered an Asset
- 1-2 year of related work experience
- Knowledge of Windows Server technologies
- Experience with database systems
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