Application Support Technical Analyst Jobs in Ontario

Escalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps

Applies knowledge of CDK case resolution process, policies, and escalation methodology

3-4 years of user support or implementation experience within a technical support organization or field service organization

Experience in a call or technical assistance center supporting networks, IP Telephony, or PBX systems is preferred

Excellent customer service skills via phone and in person

Experience with Voice/IP, PBX, or other telephony system

Working knowledge and experience in Linux or Unix environment a plus

Performs translation of online communication to/from customers using our Machine Translation Tool and manage day-to-day case management translation tasks

Bachelor's/College Degree in Computer Science/Information Technology or equivalent, 0-2 Years of Experience

Experience working with Single Sign-On, Backbone.js, JQuery and/or Bootstrap is a plus

Working knowledge on Java, C#, .NET, PHP or other programming language would be beneficial

Experience interacting with customers in person or over the phone is preferred

Create and manage PC images

Remote systems upgrades and install (at Country offices)

Active Directory Group Policy Administration experience an asset

Experience using system recovery imaging software an asset

Network administration experience an asset

Advanced problem solving and customer support skills

Knowledge/ experience of problem Management Tools.

Assess risk and impact of production issues and escalate to business and technology management in a timely manner.

Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.

Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.

Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.

Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.

5 - 7 years of hands-on technical knowledge of laptop and desktop design and software

· Relies on limited experience and judgment to plan and accomplish goals.

· Possess 1 to 2 years’ experience in a break/fix environment.

· Strong verbal and written communication skills.

Location: Ottawa, Ontario CAN K1A 0P8

Duration: 12 Months (With possible extension no guarantee)

Knowledge/experience of Change/Incident/Problem Management Tools.

Assess risk and impact of production issues, escalating to the business and technology management in a timely and appropriate manner

About the Team: ICG Production Management

Partner with appropriate development and production support areas and teams to prioritize bug fixes and support tooling requirements

Basic knowledge or interest about apps support procedures, concepts and of other technical areas.

Basic Business knowledge/ understanding of financial markets and products.

2 plus years of development experience.

Strong Analysis and problem finding skills.

IT Standards, Methodologies, SDLC, SLA, audit requirements.

Front end experience with Angular and WPF preferably.

Strong knowledge of Relational Databases.

Experience with MS SQL Server or Azure SQL.

Knowledge/ experience of problem Management Tools.

5+ years experience in an Application Support role.

Experience installing, configuring or supporting business applications.

Experience with some relevant technologies ie Python, Shell, Linux, SQL, ECS are good to have along with willingness/ability to learn.

Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization

Consistently demonstrates clear and concise written and verbal communication skills

Mobile Device Management / Mobile Device Gateway

Understand business requirements, constraints, and dependencies to arrive at solutions

University or College degree in computer science/engineering, or equivalent work experience

Prior experience working with application production support

Ability to manage in an environment of change and ambiguity

Collaborative team players with superior influencing skills

Adheres to defined Bayshore IT Service Management processes – change, incident, knowledge, problem, request, and service level management.

Active Directory Knowledge, structure, and management of user accounts throughout employee’s lifecycle.

Experience with ticket management tools such as Remedy, Service Now etc.

Additional duties as assigned by Manager, IT Branch experience in partnership with Area Directors.

Knowledge and experience working with Citrix to assist and support Citrix users.

Manager, IT Branch Support & Experience

Solid working knowledge of Window’s environments, IIS, and experience with web-based applications

Working knowledge of Microsoft Office applications (word, excel, power point, outlook)

Strong Research and troubleshooting skills are required

Supply Chain knowledge is considered an asset

Working knowledge of relational database and query writing consider a valuable asset

Experience in a customer-facing technical support position considered a valuable asset

Experience with some combination of the following: business process analysis and documentation, software requirements gathering, and Software QAz

Strong communication skills with the ability to work collaboratively, professionally and effectively in a team- oriented environment

Knowledge of InDesign, SQL, CRM Dynamics and MFDA/IIROC Industry knowledge

Demonstrated experience in adding operational efficiencies at the process and systems level

Experience with Dataphile and Openview an asset

Managing Broadridge deployments into pre-production environment and coordinating testing by the business;

Mobile Device Management / Mobile Device Gateway

Understand business requirements, constraints, and dependencies to arrive at solutions

University or College degree in computer science/engineering, or equivalent work experience

Prior experience working with application production support

Ability to manage in an environment of change and ambiguity

Collaborative team players with superior influencing skills