Technical Support Specialist

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We are hiring a Technical Support Specialist for a Fulltime Permanent opportunity.

The IS Technology Operations Centre (TOC) team provides 24/7 support and strives to reduce both the impact and duration of outages of ICBC systems through effective alerting and monitoring; timely, clear and concise communication, and consistent incident handling.

As a Technical Support Specialist within the TOC team, you will provide support for ICBC’s computing platforms. This includes monitoring system queues; responding to system capacity or performance issues; ensuring systems, databases, and transactions are available as per Service Level Agreements.

Position Requirements:

Your key deliverables:

• Responding, investigating, troubleshooting, escalating, and/or resolving system alerts.
• Coordination of high-priority incidents, incident logging and escalation.
• Working in conjunction with other ISD teams to provide support, maintenance & task execution for Infrastructure systems and applications (Servers, Citrix, Nutanix, Network, Storage, Desktops, ICBC core applications, batch jobs) Stopping/starting queues; restarting services and applying patches, updates and fixes; applying regular security patches; and software enhancements.
• Execution of ad-hoc IT Service requests via the JIRA request system. (server snapshots, Control-M job handling, data change)
• Performing daily health checks, ad hoc health checks & production verification testing (PVT)
• IT Service Desk outside of core business hours for our internal customers.
• Experience utilizing privileged access to support servers, troubleshooting system alerts, executing IT service requests, and viewing administrative settings.
• Experience with Infrastructure monitoring tools such as Splunk, AKIPS, Nagios, SCOM and Application Performance Monitoring (APM) tools.
• Knowledge of ITSM best practices such as ITIL, incident, problem and change management, and service operations Management.
• Self-motivated # able to learn new technologies quickly.
• Strong support documentation skills, cross-training & knowledge transfer You will have experience supporting Enterprise systems for mid to large-sized IT Infrastructure systems. Your experience is supported by post-secondary education in a computer-related field, and a passion for getting to the root and resolving technical problems.

The hours of operation are twenty-four hours per day, Sunday to Saturday. Employees work a 9-hour work day and rotate through three shifts:

Day: 7:00 to 16:00

Afternoon: 14:00 to 23:00

Night: 22:30 to 07:30

Employees will generally be scheduled to work the following pattern: four-day shifts followed by three days off, then four night shifts followed by four days off and then four afternoon shifts followed by three days off. Employees will receive an 8.5% shift premium. There are opportunities for overtime.

About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Work arrangements defined: 

• Resident – you will work at your primary in-office headquarters on all scheduled work days.

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