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Technical Support Specialist

Reference ID: 758683608

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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. Make the most of your skills and take the opportunity to grow and develop your career. You can expect a competitive salary, comprehensive benefits and a challenging work environment. Drive your career with us.

ICBC is committed to being an inclusive employer, one that reflects the diversity of the people and communities of British Columbia.

Technical Support Specialist

Job Title: Location: Hours of Work:

Technical Support Specialist North Vancouver Other

Reference Number: Employment Type: Posted Date:

111805 Permanent Full Time 2018/11/09

Position Highlights The IS Technology Operations Centre team strives to reduce both the duration and impact of outages of ICBC systems through effective monitoring, timely and high-quality communication and alerting, and consistently tracking incident progress. The Technology Operations Centre (TOC) team provides support 24/7.

Our technical environment of distributed servers, COTS systems and Mainframes is rapidly becoming more complex as multiple technologies work together to deliver each service, i.e., delivering a successful transaction in our new claims system relies on multiple integrated technologies.

As a Technical Support Specialist within the TOC team, you will provide support for ICBC's computing platforms: monitoring system queues, responding to system, capacity and performance issues, ensuring systems, databases, and transactions are up and functioning as per Service Level Agreements, resolving technically complex issues, and documenting resolution.

Your key deliverables:

• Responding to system alerts and performing advanced troubleshooting with a focus on resolving complex issues and minimizing the need for escalating to Platform teams; • Providing support and maintenance for Infrastructure systems (Servers, Mainframe, Network, Storage, Desktops, Database,) including making system changes; restarting services and applying software patches, updates and fixes; applying regular security patches; and performing network switch/router configuration, operating system upgrades, and software enhancements.

Position Requirements To make an immediate contribution to the team, you will bring demonstrated experience:

• Working with complex distributed systems and technologies and related infrastructure components and drawing on your deep technical expertise and understanding of integration points and dependencies to troubleshoot and resolve non-standard or unique issues, often without procedures and documentation; • Utilizing privileged access to make configuration changes and implement system upgrades, system settings and parameters.

151 West Esplanade | North Vancouver | BC | V7M 3H9 | 604-982-6675 | 1-844-982-6675 | www.icbc.com HRERC37B

This critical activity must execute flawlessly and not impact systems availability, data integrity and customer experience; • Diagnosing complex problems using advanced monitoring tools such as OpNet, SPlunk, Nagios, SCOM and Akips; • Building strong working relationships, understanding sources of expertise, and collaborating effectively to resolve complex issues; • Preparing support documentation for new systems and non-standard problems across all applications, technologies and platforms.

You will have an intermediate level of experience trouble shooting infrastructure systems issues in a sizeable computer operations environment. Your experience is supported with 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: 7:00am to 16:00 Afternoon: 14:00 to 23:00 Night: 22:30 to 07:30

Employees will generally be scheduled to work 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.

151 West Esplanade | North Vancouver | BC | V7M 3H9 | 604-982-6675 | 1-844-982-6675 | www.icbc.com HRERC37B

Posted: December 4, 2018
Closes: February 2, 2019