Technical Support Specialist

Job Description

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. Metrolinx's Innovation and Information Technology group supports female team members via "Go Tech Women" an affinity group for women in Information Technology, led by our Chief Information Officer. Our Network Operations Office is seeking Network Support Analysts to join our team. These are considered essential service positions and will require working from the office. This position will involve working rotating shifts, multiple locations (Downtown Toronto, Oakville & Field offices), including weekends as follows: Monday to Friday (05:00 – 20:00), Saturday & Sunday (06:00 – 18:00) What will I be doing? IT Service Desk function, providing end user customers as the single point of contact (SPOC) to communicate, manage and resolve Information Technology incidents (break/fix) and service requests. Configuring, testing, distributing, maintaining and troubleshooting desktop/laptop equipment, smartphones, printers, software and peripherals via SCCM. Delivering quality support resolutions directly; via telephone, email, in person, chat or remote connect. Ensuring process consistency and commitment to customer service excellence for problem resolution. Creating technical documentation and publishing to our knowledge base for end user and internal consumption. Ensuring all asset and inventory records for laptops, desktops, printers and other end user devices are updated accurately in our Service Management tool. Responsible for supporting Office moves of IT end user equipment and peripherals across all our locations. What Skills and Qualifications Do I Need? Knowledge of the computer science field with particular emphasis on network technology normally attained through completion of a three-year community college program. Qualified for Microsoft Certified Professional (MCP), A+, Information Technology Infrastructure Library (ITIL) Foundations Certified, Certified Help Desk Professional preferred or equivalent combination of education and experience Minimum three (3) years’ experience and strong skills in: Providing excellent customer service and demonstrating exceptional organizational, interpersonal, oral and written communication skills. Testing, configuration, implementation, and support of desktop & meeting/conference room technologies, PCs, smartphones, peripherals and software in a network environment. Supporting desktop technologies associated with SPOC service desk, demonstrating excellent listening, empathy, patience and initiative using their resourcefulness, strong research skills, and problem-solving skills. Workstation configuration and support of desktop PCs, Windows 7/10 operating system, Microsoft Office Suite & Office 365; and applications; Experience with Service Desk applications such as Service Now is preferred. Technologies and issues encountered in desktop installation and use. Experience troubleshooting VOIP devices such as Cisco, Polycom, Crestron is an asset. Knowledge in the ITIL Incident, Problem, Request, Asset and Change Management Process is considered an asset. Knowledge of Mobile Device Management technologies (AirWatch, Microsoft Intune) is an asset. Accommodation: We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com. Application Process: All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application. We thank all applicants for their interest, however, only those selected for further consideration will be contacted. WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER. #LI-SC1