IT Service Desk Support Analyst-Level 1- Operations Support Mgr

IT Service Desk Support Analyst - Level 1

The IT Service Desk Support Analyst - Level 1 provides 1st Level Support and monitoring to IT systems and integration solutions. They report into the Support Team Leader and work in a team with other experienced Support Analysts. They provide client support and issue resolution via E-mail, telephone, and other electronic mediums, work closely with customers to build a good working relationship, create, manage, and resolve support tickets raised against technical issues within agreed time limits, monitor the Cirrus and ICE applications and services, and perform basic troubleshooting of problems with hosted applications/services and client applications.

• Support the roll-out of new applications/customers

What You’ll Do

• Level 1 Support Personnel should be comfortable with the core principles required in troubleshooting a message or issue, conducting core connectivity tests where required, and gathering enough information for the Level 2 team if escalation is necessary.
• Maintain and add knowledge base documentation.
• Ensure good ticket accuracy (tickets have a correct account, group, category, sub-category, time entries, correct contact, follow-up responses).
• Proactively identify ongoing issues and escalate them.
• Show good written and spoken communication skills - both to external customers and internal teams.
• Show good understanding of XML and related concepts, including identifying syntax issues and problems in payloads, validating messages locally, and understanding XSD and Schematron.
• Show familiarity with document formats; XML, EDI, IDOC, and CSV files.
• Show base knowledge of Unix/Linux commands (e.g., mv, cp, grep, find, transferring a message to/from the server via command line, tail, less to view logs, ps to find active processes).
• Show base knowledge of MySQL & database commands (e.g., select, insert, update, delete and backup).
• Show base understanding of XSLT and Flat File transforms (XPath, XSLT templates, conditional checks, operators, functions such as substrings, how lookups are called etc.).
• Show familiarity with version control (e.g., comparing versions for troubleshooting, committing, tagging in GIT, deploying changes via ADM, committing in SVN).
• Show familiarity with transport technologies (AS2, X400, HTTP, SMTP, SFTP).
• Show base knowledge of v2 and v3 Adapters (troubleshoot existing config, setting up locally Adapter configuration for testing, troubleshooting errors with the adapter starting or when running).
• Show comfort with foundational investigation required for any issue (gathering source data, logs, config, mappings).
• Show understanding of Hub Management.
• Show good knowledge of security certificates (what is a private key password, keystore password, public certificate, private certificate, difference between using a cert for SSL and encrypting/decrypting data).
• Show good knowledge of at least one Proagrica web app (one of these being AIMS).
• Show good knowledge of Dashboard Plus and ICE/CALM (no reports of missed failures/in-progress messages, alert to VIP queue issues, no unattended repeated alerts and regularly maintaining dashboard/alerts page throughout the day).
• Show foundational knowledge of JMS and SonicMQ (e.g., Dead Message Queue, JMS test client to browse messages, difference between queues and topics).
• Show identification of configuration and mappings (e.g., can work out how a message gets from A to B and what Adapters are involved) with some assistance required.

What You Bring

• Recent graduate or some previous 1st level experience.
• BS Engineering/Computer Science or equivalent experience required.
• Be highly self-motivated and proactive.
• Have strong communication and documentation skills (written and oral).
• Have excellent customer service skills and a desire to help people.
• Have a good working knowledge of MS Windows and Unix/Linux OS.
• Have a working knowledge of XML concepts.
• Have an understanding of relational databases and SQL Queries.
• Demonstrate an analytical approach to troubleshooting.
• Possess a team player attitude and excellent interpersonal skills.
• Any knowledge or experience in the following will be highly regarded: XSLT/XPATH, previous experience in IT support, MySQL.

Join Us

At TELUS Agriculture & Consumer Goods, we are committed to fostering an inclusive culture that embraces diversity. We offer accommodation for applicants with disabilities during the recruitment process.