Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
Under the supervision of the Supervisor, Network Operations & IT User Services to serve as a technical specialist, configuring, testing, distributing, maintaining, and troubleshooting desktop equipment, software, and peripherals to meet client needs; provide end users with a single point of contact (SPOC) to communicate, manage and resolve Information Technology incidents (break/fix and work order requests). Delivering quality support resolutions directly and ensuring process consistency and commitment to customer service excellence for problem resolution.
This is a contract opportunity for the duration of 12 months.
POSITION MANDATE
This position is responsible for:
Supporting the Metrolinx corporate and support staff in effectively using Information Technology services.
Installing, supporting, and monitoring of networked or standalone PC desktops, laptops, peripherals devices and associated business applications for use on the corporate network or stand-alone clients.
Resolving incidents and determining problem severity, classification of incident and assigning to the appropriate support group. Accountable to ensure that escalated support calls are resolved to the end user’s satisfaction.
Restoring normal service operation as quickly as possible with minimal disruption to the business, while monitoring all Incidents, including escalated calls, and acting as central point of contact that communicates the status of all-major IT incidents that affects the business of the end user customer community.
What will I be doing?
- Serve as the first point of contact and remote technical support for corporate users via phone, email, and chat, resolving 80% of issues on the first contact.
- Troubleshoot and resolve hardware, software, and network issues related to computers, mobile devices, printers, tablets, and displays.
- Provide software installation and uninstallation services.
- Utilize IT service management software to track, document, and resolve support requests.
- Perform routine software updates, patches, and maintenance tasks.
- Collaborate with Level 2/3 support teams to escalate complex issues.
- Create and maintain accurate knowledge base articles and documentation.
- Participate in training and knowledge-sharing sessions to enhance technical expertise.
- Adhere to ITIL best practices and company policies.
- Responds, assesses, records, and monitors Incident tickets based on Service Level Agreements.
- Maintains history of service ticket records and related problem documentation using the Service Desk application software.
- Follow up with users to ensure satisfaction and resolve any lingering concerns, end to end ownership of tickets.
- Ensure adherence to IT security policies and best practices while addressing user issues.
What Skills and Qualifications Do I Need?
Education:
- Post-secondary diploma or degree in Computer Science, Information Technology, or related field.
- Certifications: Comptia A+, HDI Support Analyst, ITIL, or similar
Technical Skills:
- Demonstrated years of experience in technical support or a related field.
- Computer Hardware/Software Knowledge: Familiarity with desktop/laptop hardware, mobile devices, operating systems (Windows, macOS, mobile), and software applications (Microsoft O365, search engines and browsers).
- Networking Fundamentals: Understanding of TCP/IP, DNS, DHCP, routers, switches, and firewalls.
- IT Service Management Tools: Experience with ITSM software, specifically ServiceNow.
- Identity and Access Management: Experience with tools such as SailPoint, Active Directory, OKTA, and CyberArk.
- Remote Desktop Tools: Proficiency with remote desktop protocols (RDP, TeamViewer, Citrix).
- System Management Tools: Good knowledge of system management tools like, SCCM, EPM, Azure, MDM tools.
- Familiarity with ITIL framework.
Cybersecurity Awareness: Basic understanding of cybersecurity principles and practices
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Soft Skills:
- Excellent communication, interpersonal, and customer service skills.
- Strong problem-solving and analytical skills.
- Collaboration: Ability to work with technical teams (Level 2/3 support, developers).
- Ability to prioritize and manage multiple requests simultaneously.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Self-motivated and proactive approach to learning and professional development.
- Flexibility: Willingness to work in a shift-based role.
- Adaptability: Willingness to learn new technologies and processes.
- Emotional Intelligence: Ability to handle challenging situations with empathy and professionalism.
Accommodation:
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email
[email protected].
Application Process:
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.
Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.
