Supervisor, IT support

Supervisor, IT Support

Salary Range:$53,400.00 Annually Onwards

The IT Support Supervisor role assists and reports to the Director, IT Infrastructure and Enterprise Security, and is responsible for the management of personnel that provide desktop and voice support for the company’s employees, contractors and consultants, contact centers.  The position will require active participation in managing support duties, including after-hours support, to ensure timely resolution of company support needs.  The IT Support Supervisor also receives, prioritizes, documents and actively resolves end user help requests or assigns requests to others team members for resolution.

Essential Duties/Responsibilities

•    Manages and provides technical leadership a team of personnel who troubleshoot Desktop Support issues, including Voice/VoIP, PC, and application support, and acts as a customer escalation point

•    Enforces user compliance with published Corporate and IT policies and procedures

•    Actively manages IT Support tickets to ensures maximum resolution in minimum time.  Uses IT Support system to document individual contributions to request and assigns tickets to appropriate parties.

•    Ensure that team’s work is carried out within agreed service levels and in accordance with department guidelines

•    Build and install computer systems (Windows and Mac) and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards, and works with department leadership to define those standards

•    Diagnose and resolve software and hardware incidents, including operating systems (Windows, Linux and Mac), network systems and software applications supporting IT and Voice platforms

•    Provide system administration and routine maintenance for servers, networks, telephone systems and peripherals, including the management of voicemail and conference call services

•    Identify, log and resolve technical problems with applications, servers, voice systems and networks.

•    Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

•    Explain and document technical issues in a clear way to clients

•    Identify potential changes and system improvements to present to senior team leaders for consideration and implementation

•    Perform user account maintenance in systems and applications related to employee hire, termination and transfers

•    Assist with physical and logical security, ensuring that company security controls are functional and operating correctly

•    Ensure that the Company is compliant with software licensing, network and systems legal requirements

•    Meet fiscal requirements while ordering new equipment including printers, monitors, computers and other devices

•    Assists in management of desktop fulfillment function, including the purchase, warehousing, distribution, deployment and reclamation of desktop hardware and software assets

•    Participates in strategic planning exercises to develop and implement new technology, software or equipment for IT Desktop and Voice solutions

•    Creates documentation on voice configurations, network mapping, circuit identification and processes

•    Maintain policies and procedures for voice infrastructure deployments

•    Collaborate with Engineering teams to determine network capacity and implement strategic plans

•    Respond to issues in a timely manner, communicate necessary information to relevant support teams & impacted staff, and document resolution

•    Maintain a data repository and knowledge base of information related to systems and devices that are supported by both the Network and Voice Administrators

•    Work may require infrequent weekend and evening work and as well as travel to remote locations


Job Requirements

•    Ability to work in a team and prioritize projects

•    Ability to manage and coach employees, provide resource management and first tier conflict resolution

•    4 years of computer knowledge working in Windows, Mac OS X, helpdesk and IT related experience

•    2 years of Voice / VoIP experience, preferred experience with Asterisk, Broadsoft, Acme, Polycom, Cisco and ATA call adapters

•    Must be knowledgeable in all aspects of computer support, and possess good problem-solving skills

•    Solid understanding of UNIX/Linux, Routing, switching, networking, security and general computer repair

•    Job requires the ability to manipulate small tools required to repair and replace components in desktop and laptop computers

•    Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction. This position is not only a technical worker but often deals directly with the customer (internal), offering advice, training, solutions, and guidance, and will greatly influence the customer opinion of the team.

•    Must be able to work with confidential information in a secure and professional way

•    Degree or certification in computer or technology related field preferred

Working Conditions

•    Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

•    Employee will regularly be required to work in tight spaces, under desks, in closets, equipment racks, overhead cable management, ceilings and under raised floors

•    Working conditions may include being in an open (shared) cubicle/workspace area.

IT Transportation Specialist

Update: Do not want Transportation experience around reporting, Need someone who can deal with or understand the dispatch and trip management functions.

IT Transportation Application Specialist 
5 + years 

•Works with IT and Business leader to Design, Implement and Support Transportation systems.  
•Install and configure Transportation system components including: Application Servers, SQL Servers,  and Android Tablets
•Drive implementation and adoption standard configurations of Transportation systems across the enterprise
•Troubleshoot issues with transportation systems
•Communicate with Novus users across the enterprise and foster collaboration by hosting cross-region meetings 

Experience with
o    Basic SQL Server Skills:  Back-up/Restore, TSQL, Power BI or SSRS, SSIS
o    Some experience with JavaScript PowerShell or other scripting language
o    Comfortable with Windows Server and able to perform basic configuration and troubleshooting tasks
o    Networking
o    Supporting Mobile Devices
o    Desired – Experience TripSpark / Novus or other transportation system

Scope of Work: 
•Installs applications in the development and system test environments for pre-release testing.
•Performs system administration by writing utilities and monitoring information technology services.
•Provides technical support and maintenance of installed applications software.
•Implements, configures and tests new product versions with end users.
•Interacts with end users and software vendors in order to troubleshoot installation and implementation issues.
•Develops and maintains detailed technical knowledge of the specifications, operation, and diagnostic of products while maintaining familiarity with competing products.
•Organizes, produces, and reports on the progress of ongoing testing, trials, and evaluation of new products and services.
•Conducts orientation to new users regarding applications of software.
•Acts as a “consultant” to internal and external customers during their use, development and quality assessment of spatial databases
•Manages small and medium projects and assists in the management of large and small IT projects.
•Produces project status reports and collaborates with PMO to keep project status updates and accurate..
•Provides leadership and mentoring of others in technical complexities of assigned work.
•Actively supports applications system and collaborates with Service Desk team to resolve problems and incidents.