1. Ingeniería

Technical Support Analyst
Job Status:
Regular Full-Time
Job Category: Information Technology
Become a key member of the GVA Lighting, Inc. team and be responsible for providing support, development and
integration of new and existing service technologies. Including Infrastructure, Technology, Security, ERP, Governance
and documenting current and new process and procedures.
You are an innovator. A builder. You are looking for what's next, to put your stamp on things. You want to take owner ship
and build things from the ground up. You are not afraid to learn new things. You do not wait for things to happen but
rather look for what is next and always proactively do what is needed. You do not need to be told what to do since you
already know what is going on before anyone else is aware. You are service minded and business oriented and treat what
you do as if it was your own business.
The position requires in-depth knowledge of Information Technology overall as well as project management principles in
order to effectively design and deploy stable, efficient solutions. Additionally, the role is responsible to provide high level
assessments/suggestions to support early business decisions.
Minimum Requirements:
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Bachelor’s Degree or higher in Computer Science or equivalent.
ITIL and MCP Certified would be an asset.
Minimum 5 years’ of project management or supervisory experience.
Minimum 3 years’ experience coordinating and/supporting IT business processes.
Minimum 8 years’ of solid IT experience in total.
Valid Ontario driver's license.
Courses in information architecture, web development, project management, business analysis and design an
asset.
Knowledge of IT Infrastructure (Networks, Servers, Camera’s, Storage, PC, Mobility)
Process development and documentation creation experience.
ERP/CRM Experience (ERP123 Experience would be an asset).
Vendor Management experience.
Strong English verbal and written skills.
Understanding of businesses and/or organizational practices/disciplines.
Required Skills Matrix
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Operating Systems/Servers: Linux, Windows XP, Windows 7 PRO, Windows 8 & 8.1 Pro, Windows Server
2003, Windows Small Business Server 2011 Standard, Windows Server 2008 R2, SQL Server, SharePoint
Server, Exchange Server 2010, Synology, Android.
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Programming/DB/WEB/Reporting Languages: MS SQL, ODBC, HTML, SYBASE, InfoMaker, Java, Macro’s,
Sybase, MySQL.
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Technologies and Related: Windows HYPER-V, virtualization platforms including ESXi & Hyper-V, POE, DNS,
IP Addressing, Switches, Routers, RAID, SAN, NAS, Active SYNC, Remote Access, VPN, Domain Policy, Active
Directory, Security Certificates, Routing, File Management, Printer Management, Domain Sharing, DCOM, DAT,
Domain Security, Java, Back-up/Restore, UPS, BIOS, Cabling RJ45 & Cat5e, EDVR, Intranet, Internet, Bluetooth,
Wi-Fi, Drivers, Cloud, Windows Domains, Security Card Access, MVLS, Firewall, SPAM, Anti-Virus, Ports, FTP,
Services, DHCP, DSL, Cable.
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Directory Services: LDAP, Active Directory.
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Applications: Internet Explorer, Google Chrome, McAfee SAAS Administration Portal, Wrike, Outlook, ERP123,
Visual Lighting, TNT Express, PowerAlert, FileZilla, FirePro, CAED, Avery, Avaya Admin, Avaya, User Manager,
Tyco Card Management, MikroElectronika PICFlash, MASTECH DMM Interface, Adobe Acrobat, Team Viewer,
Windows Media Player, Visio, Project Manager, Access, Word, Excel, PowerPoint, Publisher, Cute FTP,
InfoMaker, MySQL, One Note, Power ISO, Win Zip, ProSafe Plus Utility, Avaya System Status, Avaya Call
Status, MS Administrative Tools, Math CAD, SolidWorks, FEDEX Shipping System, Ring Central SAAS Portal,
MXLOGIC SAAS Portal, Intel System Management, TripLite UPS Management, Adobe VRAY, Adobe 3D MAX,
AutoCad, Cisco Switch & Router Management, SharePoint Developer, Altium, QuickBooks, Simply Accounting,
AD Manager, OWA, Exchange Control Panel, Skype, Makerware, ACDSEE, Easy Label, IBM Password
Manager, Hyper V Manager, Corel Draw
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Hardware and Related: Avaya IP/POE Desktop/Reception Phones, BlackBerry Smartphones, Samsung
Smartphones, Lenovo Laptops/Tablets, DELL PC’s & Towers, Intel Servers, DELL Servers, Synology NAS,
Keyboards, Mice, Cisco Switches, Hard Drives, Memory, Cisco Routers, Avaya Phone System, 3D Printer, Vinyl
Cutter, Samsung Monitors, Dell Monitors, Dell PC Speakers, Xerox Copiers, Server Racks, USB Memory Sticks,
INTEL Portable Drives, Digital Camera’s, Security Camera’s, American Dynamics EDVR, Avaya Remote Phones,
Security Cards, D-Link Switches, Intuos Design Board, Motion Detectors, PA System, Projectors, Server Room
Air Conditioning, Trip-Lite, HP PC’s, HP Printer’s, Bar Code Scanners, Linksys Switches, Postal Machines, Power
Bars, Label Printers.
Job Responsibilities:
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Manage requirements and needs within schedule and budget constraints.
Efficiently identify and solve issues proactively.
Preventative Maintenance.
Incident, Change and Problem Management.
Demonstrate leadership to define requirements and provide solutions.
Strong organizational, presentation and customer service skills.
Effective problem-solving, analytical and meticulous attention to detail.
Ability to lead a team of employees if required for a project or work individually.
Provide 24/7 support for critical situations.
Analyze and sustain capacity and performance requirements.
Analyze, consolidate and tune systems and databases for optimal efficiency.
Monitor systems and platforms for availability.
Oversee backup requirements and needs, replication and storage.
Restore and recover corrupted databases/files when required.
Disaster Recovery.
Business Requirements and Systems Analysis.
Install and test upgrades and patches on databases, servers, phones, equipment and PCs.
Support Window based networks/domain.
Translate technical requirements into solutions.
Resolve client issues regarding MS Windows (all versions), MS Office (all versions), RAS, VPN and File & Printer
Services.
Setting up and administering user accounts and system assets on a Windows Active Directory Domain.
Supporting unique requirements of remote users.
Scheduling and verifying monthly Microsoft updates on client Servers and Systems.
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Loading software images on desktops, laptops and servers including the configuration of MS Windows, MS
Office, TCP/IP, VPN, SolidWorks, ERP123, Printers, Shared Folders…etc.
Acquisition/installation of new hardware or exchange defective components on Servers and desktops.
Troubleshooting and support for Internet connectivity and e-mail issues.
Open service requests and resolve issues with technical support professionals from application and hardware
vendors.
ERP123 Query, Form, Report Management.
Maintain records to track hardware/software inventory, trouble tickets and completed work.
Work with the team to understand the user and business requirements.
Process improvements, design, documentation and implementation for improved performance and user
experience.
IT Governance and Policy.
Research and synthesize competitive site reviews, user data and best practices information
Keep current on best practices and industry knowledge.
Creation of Business & Functional documentation experience.
Web page updates, documentation, analysis and problem-solving.
User flow analysis and documentation experience.
Demonstrated proficiency in customer service, teamwork and collaboration, initiative, problem-solving, and
understanding different technologies and processes.
Agility and willingness to learn new tools and methodologies as required.
Time management skills and the ability to work in a fast-paced environment with competing objectives coming
from multiple directions
Superior written and oral communication skills
Maintain an up-to-date understanding of computer systems technology and determine how advances in
technology can be utilized and help GVA.
Focus on building process efficiencies in everything you do.
Exploit existing technology standards where possible and identify the need for new ones where necessary
Requirements Analysis and Validation
Decide how to balance the architectural choices between short term and long term impact. Cost (dollars and
resources), project schedules, business value and resource availability must all be considered.
Exercise governance over vendors to ensure that their solution or service aligns to GVA technology standards
and expectations
Monitor state of health of applications
Become familiar with the supported applications and know the business processes
Prioritize tasks and activities to align with business projects and objectives
Effective and timely communications to upper management, key stakeholders and the project team.
Manage vendor relationships; ensure timely/accurate communication and resolution of issues; monitor
billings/expenses against contracts; prioritize new/existing projects and quotes.
Identify, investigate and recommend changes in the delivery of services, aimed at reducing cost and improving
the quality of service to the team.
Identify opportunities and assist GVA in their future plans
Produce statistics reports, activity reports, weekly and/or monthly management reports and customer ad hoc
reports as required.
Manage and participate in monthly and quarterly meetings, provide updates and feedback on the activities,
projects and improvements being undertaken by the organization, also collect employee requirements and future
plans to develop action plans to prepare to meet the requirements.
Maintain a good working relationship with the other Departments within the organization to provide highest quality
support.
We thank all candidates for their interest in the above-mentioned position. Please send your resume and additional
information to [email protected]
Please note, only those candidates who meet the requirements of the position will be contacted. No Agencies Please.