I&IT Field Support Services Technician

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

The Metrolinx I&IT Field Support Services Technician performs a variety of skilled work relating to the full management and support of information technology based
-intelligent transportation systems and services, as provided to Metrolinx rail and bus travel passengers, as well as to Metrolinx internal and external business partners in support of their function to facilitate seamless, efficient, safe and reliable regional transportation services.

Under the supervision of the Supervisor I&IT Field Support Services, this position is responsible for performing installation, field testing, inspection, remedial / preventive maintenance, repair and replace ofelectro-mechanical, electronic, telecommunications and networked devices, as deployed at Metrolinx rail / bus stations and maintenance facilities across the GTHA.

The Metrolinx I&IT Field Support Services Technician performs a variety of skilled work relating to the full management and support of information technology based - intelligent transportation systems and services , as provided to Metrolinx rail and bus travel passengers, as well as to Metrolinx internal and external business partners in support of their function to facilitate seamless, efficient, safe and reliable regional transportation services.

Under the supervision of the Supervisor I&IT Field Support Services , this position is responsible for performing installation, field testing, inspection, remedial / preventive maintenance, repair and replace of electro-mechanical, electronic, telecommunications and networked devices , as deployed at Metrolinx rail / bus stations and maintenance facilities across the GTHA.

Provides first level response to incident calls related to Station communications, corporate network and I.T.

-provided and extended passenger services systems, including but not restricted to, Fare Collection (PRESTO devices, Ticket Vending Machines, Point of Sale devices), Workstation PCs, Public Address (PA), Electronic Station Signage, Automatic Vehicle Location (AVL), CCTV, WiFi (in station/facility and on-board rail/bus), corporate and 3 rd party contracted voice and unified communications telephony systems.

Responds and monitors assigned Incident tickets based on Service Level Agreements. Collects information regarding incidents using thorough diagnostic and research procedures, in addition to interviewing and/or connecting remotely to end-users located at all corporate networked sites, including rail / bus stations, maintenance facilities and administrative offices to determine source of error and to effect device restart.

Responsible for recording accurate and complete data for Incident analysis, and documenting resolution for inclusion into Incident Management knowledge database.

Prepares reports for the supervisor relative to on-going or unusual problems, recommending course of action.

Support and configures PC’s, peripherals, network and telecommunications equipment under the guidance and incident escalation up to I&IT Network Operations and I&IT Network Engineering groups, I&IT Telecommunications, I&IT Communications and I&IT Intelligent…