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Dr. Bobby Ma
Username: Bma

Registered: 01-2004
Posted on Thursday, March 09, 2017 - 03:27 pm:   

1. 7+ years' experience supporting windows OS 7, MS Office Suite, Active Directory,
Office 2013 within an environment of 1500+ users - understands how to manage group
policies in Active Directory as well as working with print servers. Setting up
printer servers and print ques.

2. 7+ years working with Service Now ticketing system (or similar- Heat, Remedy
etc.) A ticketing system with a formulized documentation process.

3. Understanding of Citrix desktop and VPN connectivity issues and basic
troubleshooting of WAN and switch support. Knowing how to deploy printers to users
through group policies and in a Citrix environment

4. Must be fully bilingual (French and English)

5. Must have a background in networking where they have configured Cisco/HP routers
and switches before. Not at the architecture level. Being able to log into a switch
and perform configuration changes and verifying connectivity etc.

Job Description:

The Technical Support Analyst is part of a new team (the "BSSC") of
multidisciplinary/cross-trained experts who assist our homes to execute business
processes and efficiently use our systems. The BSSC team will provide our residences
24/7 support for technical challenges - both business process and system related -
that our homes encounter. The BSSC team is also responsible for the end-user support
of our desktop environment through an ITIL-compliant Service Desk as well as via
remote field support technicians, both in-house and third-party contracted services.

The incumbent will be responsible for supporting all information services-governed
systems providing both technical as well as business process support to the client's
computing community. He/she is motivated to ensure that our residences spend as
little time as possible on business processes and our systems to free up time for
our homes to spend directly with our residents and their families. He/she possesses
a superior customer service mindset and prioritizes services based on the client's
service standards: "Safety, Respect, Efficiency, WOW". In addition, in order to
ensure that we safeguard the client's information including personal health
information, the Technical Support Analyst needs to act according to our internal
controls standards and within our policies and procedures.

The scope of end-user technology under the support of the BSSC includes but is not
limited to: Citrix managed desktop to 2500 users in over 175 locations nationally,
300 corporate users residing in three primary corporate offices or individual home
offices, 160-person sales-focused virtual call centre and 1200 mobile devices.
Business process support scope includes but is not limited to: Finance systems
(accounts payable, billing and accounts receivable, general ledger, financial
reporting, budgeting - operational and capital), Customer relationship management
system, call centre (VoIP) and Google Premier Business Applications deployed both
in-house or as SaaS and Cloud-based computing models. Field-based systems such as
emergency call, building automation, phone and security systems also fall under the
support umbrella of the Technical Support Analyst.

If you are interested, please contact Darryl Hopkin:

Darryl Hopkin | Professional Recruiter - Network Services
T 905.283.1328 | dhopkin@TEKsystems.ca<mailto:dhopkin@teksystems.ca>
888.254.0778 | F 905.283.1390
350 Burnhamthorpe Rd. W, Suite #800, Mississauga, ON L5B 3J1

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