[Hiring] IT Service Desk Support Analyst @TELUS Agriculture & Consumer Goods

Role Description

The IT Service Desk Support Analyst - Level 1 provides 1st Level Support and monitoring to IT systems and integration solutions.

• Report into the Support Team Leader.
• Salesforce experience a plus.
• Work in a team with other experienced Support Analysts.
• Provide client support and issue resolution via E-mail, telephone, and other electronic mediums.
• Work closely with customers, building 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, ensuring issues are escalated/resolved.
• Basic troubleshooting of problems with hosted applications/services and client applications.
• Support the roll-out of new applications/customers.

Qualifications

• Recent graduate or some previous 1st level experience.
• BS Engineering/Computer Science or equivalent experience required.

Requirements

• Good written and spoken communication skills - both to external customers and internal teams.
• Good understanding of XML and related concepts.
• Knowledge of XML – can identify syntax issues and problems in payloads e.g., invalid characters.
• Understanding of XML validation - XSD and Schematron, can validate messages locally.
• Familiarity with document formats; XML, EDI, IDOC and CSV files.
• Base knowledge of Unix / Linux commands (mv, cp, grep, find, transferring a message to/from the server via command line, tail, less to view logs, ps to find active processes).
• Base knowledge of MySQL & database commands (select, insert, update, delete and backup).
• Base understanding of XSLT and Flat File transforms (XPaths, XSLT templates, conditional checks e.g., if + choose, operators, functions such as substrings, how lookups are called etc.).
• Version Control - Able to compare versions for troubleshooting, commit, tag in GIT and deploy changes via ADM, commit in SVN (APAC staff).
• Familiarity with transport technologies: AS2, X400, HTTP, SMTP, SFTP.
• Base knowledge of v2 and v3 Adapters - Troubleshoot existing config, setting up local Adapter configuration for testing, troubleshooting errors with the adapter starting or when running.
• Understanding of Hub Management.
• Basics 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).
• Good knowledge of at least 1 Proagrica web app - one of these being AIMS.
• 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).
• Foundational knowledge of JMS and SonicMQ (e.g., Dead Message Queue, JMS test client to browse messages, difference between queues and topics).
• 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.

Benefits

• High-performance culture that is personally fulfilling, professionally challenging, and financially rewarding.
• Opportunity to work with innovative technology solutions.
• Inclusive culture that embraces diversity.
• Accommodation for applicants with disabilities during the recruitment process.