Support Technician

Under general supervision, the IT Specialist, Desktop Support provides and maintains high level technical support on operating systems, network protocols and specific application packages in response to end-user requests. Position is of a fully competent level and must have strong interpersonal skills to analyze user problems and requirements and make recommendations to satisfy the identified issues. Must complete assignments/projects as assigned by the End User Support Services Site Manager.

The key responsibilities of the role include:

• Support the mission objectives of the organizational unit
• Work according to operational procedures and Alstom IT security policies
• Ensure that the services meet their Service Level Agreement/Operational Level Agreement targets
• Implement all operational changes in accordance with procedures utilizing appropriate tools and test equipment
• Investigate, diagnose, progress and action all operational events, alarms, incidents and requests to the agreed quality and targets, ensuring that issues are escalated and all records are updated in a timely fashion
• Undertake routine preventative measures and housekeeping tasks and implement, maintain and monitor security and functioning of IT infrastructure and assets as required
• Ensure that the physical environment is maintained and secure according to safety and security requirements
• Manage the installation and inventory of hardware and software as necessary
• Contribute to root cause analysis
• Develop and maintain operational documentation and procedures
• Enforce a strong commitment to standards and process within the team
• Assist the Team Leader and organizational unit manager as appropriate in any mission of his/her request
• Provide support to other organizational units as necessary to provide for, and improve delivery of, IT services
• Be flexible to adjust the working time to operational constraints (Standby, on duties, picket, travel)
• Propose appropriate actions for improving the delivery of his/her services from a quality and cost perspective

Qualifications for the role include:

• College Certificate or equivalent (Up to 18 months of job-related training beyond high school, e.g., vocational, business, or technical school, DEP)
• Knowledge on trouble shooting and Customer enquiries
• 2 years experience in IT infrastructure preferably in an internal environment
• Experience with ITIL Best practice would be an advantage

We are an equal opportunities employer and welcome applications from all qualified candidates.