System Support Analyst II Contract Duration: 7 months Location: Vancouver,
Rotating shifts 7 x 24 x 365 including Stat Holidays
Responsibilities:- Coordinates with the Service Desk to ensure proper recording of incidents
- Provides regular briefings on incident status via email to the designated distribution groups
- Incident briefing general and IT outage briefings
- Determines if an incident needs to be escalated according to the priority and severity of the issue
- Confirms that each incident is resolved, and that service is restored
- Participates in incident reviews
- Must coordinate with the on-call IT Manager during Critical or High priority
incidents (P1 or P2)
- Contacts the on-call IT Manager or responsible IT Manager per the Escalations to On-Call IT
- Manager or responsible Manager during exception scenarios” section of the information
- Technology Incident Prioritization and Escalation Standards document,
Infrastructure Services:
Infrastructure refers to the combination of hardware, software, network resources and services required
Required Skills:- Must have PC and Tablet skills
- Must be well versed in MS Windows, MS Office
- Minimum 4 Years’ Experience
- CompTIA A+ and Network + Certification would be an asset
- ITIL Foundations Certification would be an asset