Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 1-3 years
Required residence status: Temporary visa, Permanent resident, Citizen
Accept remote work: unacceptable
As an System Support Analyst, you will provide technical support and guidance to our clients by answering their requests & addressing incidents regarding both server-side and client-side applications, by delivering advanced technical and troubleshooting skills, communication abilities, problem solving orientation, and computer proficiency on a day-to-day basis.
Accountabilities
Respond to client problems (phone/portal) and actively monitor client sites:
Log and document all incidents within a ticketing system and problems within JIRA;
Investigate problems with software applications, diagnose root causes, identify known errors;
Refer incidents to other parties when an incident is beyond your current skill-set;
Proactively monitor, document and fix problems or anomalies found at our clients' installations;
Manage and exceed customers' expectation by providing excellent service
Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications;
Versatility to rotation shift & pager scheduling;
Participate in sharing knowledge and publishing Knowledge articles
Stay proactively informed and trained on the following to ensure an excellent level of service and expertise:
Front-End Applications
IntelePACS software
3rd party applications
Linux
Voice Recognition Software
Peripheral devices
Qualifications
Pre-requisites
3 years of work experience in Linux administration and technical customer support
Knowledge of Linux operating systems for Servers and Workstations
Excellent communication skills in English (verbal and written)
Experience running basic queries in Microsoft SQL Server 2008 - an asset
Knowledge of Linux - an asset
Remote troubleshooting (ssh, VPN tunnels) - an asset
Experience in a medical and/or research environment - an asset
Desired Competencies
