Quiénes somos
En Kyndryl diseñamos, construimos, administramos y modernizamos los sistemas tecnológicos esenciales de los que el mundo depende cada día. ¿Por qué trabajar en Kyndryl? Estamos siempre avanzando, siempre nos esforzamos por llegar más lejos en nuestro empeño por construir un mundo más equitativo e inclusivo para nuestros empleados, nuestros clientes y nuestras comunidades.
Función
Position: Technical Analyst – Temporary (BC)
Pay Range: 21
Bi-Weekly Salary: $3126.29 - $3577.37
Division: Technical Engineering Services
Manager: Aaron Canning
Location: Victoria, BC
Job Type: Auxiliary (6 months)
To be considered for this position, please complete the following
mandatory pre-screening questionnaire
along with your application. https://forms.office.com/r/xhYfcFqnLt
Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications.
The Technical Analyst works under the direction of a Manager in the area of service and services provided to all government ministries and agencies. The incumbent supports project and service delivery in a distributed IT infrastructure support system, including centrally located service desks and support staff, as well as distributed support staff and contractors deployed to client ministry sites throughout the province. The position requires strong technical skills and involves direct contact with pre-approved VIP client staff in order to resolve escalated client problems.

What we offer:

• Competitive wage plus yearly salary step increments for the first 5 years in the Job Pay Range classification
• Alternative Work Arrangement options (which could include work from home, earned days off, temporarily or permanently reduced hours)
• Ongoing training and professional development opportunities
• Defined benefit pension program upon eligibility (BC Public Service Pension Plan)
• A robust awards/recognition program
• A friendly work environment where your team is always willing to help
• A leadership team that actually cares about you and wants you to love your job

Responsibilities

• Reviews and analyzes customer service requests and conducts technical and procedural analysis on the less complex requests. Recommends (to senior staff) appropriate technical and/or procedural solutions to meet client needs.
• Receives and resolves, (or assists in the resolution of), assigned Level 2 and 3 tickets forwarded from other service delivery units.
• Provides support for pre-approved VIP users, responds to requests, determines actions, and resolves incidents. Monitors and follows up on assigned incidents until resolution.
• Logs VIP calls, incidents, and other service requests. Accepts calls from VIP assistants or other individuals on their behalf and works through the requestor to resolve incidents.
• Provides orientation and instruction to VIP customers in systems, applications, and protocols. Offers direct and flexible contact options to satisfy VIP preferences. Provides remote support to traveling VIPs.
• Provides assistive support for VIP’s personally owned assets used for accessing client systems and services.
• Performs scheduled VIP support at business events within British Columbia and provides remote support outside British Columbia.
• May be required to lift machinery, tools, supplies, and equipment weighing up to 20 kg17. May work non-core hours and provide home support in support of the VIP service commitment.
• Analyzes problem trends and recommends problem resolution procedures. Works with other service delivery units in resolving problems.
• Conducts testing of application deployments to ensure quality assurance of end product. Reviews, tests, and conducts quality assurance on imaging changes.
• Provides client maintenance by ensuring SMS functionality on all desk-tops so that the organization can quickly and cost-effectively provide relevant software and updates to clients.
• Participates in the development and documentation of systems standards, configuration standards.
• Drafts Technical Information Bulletins for service delivery units and service partners. Provides information sessions as required.
• Researches technical information and hardware/software capabilities to recommend improvements.
• Coordinates knowledge creation and updates including knowledge structure and tools. Develops and evolves knowledge structure, and develops and maintains knowledge templates to gather client and project information. Publishes knowledge on appropriate knowledge base. Determines level of communications required for the knowledge update and ensures knowledge is disseminated to appropriate staff.
• Monitors various system metrics and checklists, generates and/or analyzes various reports including statistical reports related to SLA’s, project requests, and operational performance reports.
• Conducts problem and trend analysis and makes recommendations to improve operations.
• Conducts assessments to determine if negotiated baselines have been met, not met, or exceeded. Undertakes analysis to determine factors that may have affected the performance and the impacts this performance has had on service levels.

Quién es usted
Qualifications
Related degree or an equivalent combination of relevant experience, education and/or training.
Experience in the following:

Technical experience analyzing and resolving complex problems in the following areas:

• Windows 10 or later Operating Systems
• MacOS issues
• Microsoft Office 2019 or later
• Active Directory
• Microsoft Azure/Entra Active Directory
• Microsoft InTune
• Mobile Device Management
• Microsoft Systems Center Configuration Manager (MSCCM) or later client and software distributions. An equivalent product would be acceptable

Preference will be given to candidates with experience providing support to executive level clients
Key Skills & Abilities

The following skills and abilities are considered an asset for this position:

• Communication
• Interpersonal Communication
• Organizational
• Research / Analyze & Investigate
• Information Systems Technology

Additional information for applicants

• To be considered for this position, please complete the following

mandatory pre-screening questionnaire

along with your application. https://forms.office.com/r/xhYfcFqnLt

• Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications.
• Your application must clearly demonstrate how you meet the education and experience as outlined in the Position Requirements section above.
• The candidate has to reside in the Victoria, British Columbia, due to the position requirements.
• Applications will be assessed as received

Ser usted mismo
La diversidad es mucho más que lo que parecemos o de dónde venimos, es cómo pensamos y quiénes somos. Recibimos con agrado a personas de todas las culturas, orígenes y experiencias. Pero no lo estamos haciendo solos: nuestras Kyndryl Inclusion Networks son solo una de las muchas formas en las que creamos un lugar de trabajo donde todos los empleados de Kyndryl pueden encontrar y proporcionar apoyo y asesoramiento. Este compromiso de acoger a todos en nuestra empresa significa que Kyndryl le da a usted y a todos los que están a su lado, la posibilidad de ser usted mismo en el trabajo, individual y colectivamente, y apoyar la activación de nuestra cultura equitativa. Es lo que conocemos como The Kyndryl Way.
Lo que puede esperar
Con recursos de última generación y clientes de Fortune 100, cada día es una oportunidad para innovar, crear nuevas capacidades, nuevas relaciones, nuevos procesos y nuevo valor. A Kyndryl le interesa su bienestar y se enorgullece de ofrecerle prestaciones con opciones a su elección, que reflejen la diversidad de nuestros empleados y que le apoyen a usted y a su familia en los momentos importantes, sea cual sea el momento de su vida. Nuestros programas de capacitación para empleados le dan acceso a la mejor capacitación del sector para recibir certificaciones, como Microsoft, Google, Amazon, Skillsoft y muchos más. A través de nuestra plataforma de voluntariado y donaciones en toda la empresa, puede hacer donaciones, iniciar recaudaciones de fondos, ofrecerse como voluntario y buscar en más de 2 millones de organizaciones sin ánimo de lucro. En Kyndryl invertimos mucho en usted, queremos que tenga éxito para que, juntos, triunfemos todos.
¡Venga recomendado!
Si conoce a alguien que trabaje en Kyndryl, cuando se le pregunte “cómo nos conoció” durante el proceso de solicitud, seleccione “Recomendación de un empleado” e introduzca el nombre de su contacto y la dirección de correo electrónico de Kyndry

• Reviews and analyzes customer service requests and conducts technical and procedural analysis on the less complex requests. Recommends (to senior staff) appropriate technical and/or procedural solutions to meet client needs.
• Receives and resolves, (or assists in the resolution of), assigned Level 2 and 3 tickets forwarded from other service delivery units.
• Provides support for pre-approved VIP users, responds to requests, determines actions, and resolves incidents. Monitors and follows up on assigned incidents until resolution.
• Logs VIP calls, incidents, and other service requests. Accepts calls from VIP assistants or other individuals on their behalf and works through the requestor to resolve incidents.
• Provides orientation and instruction to VIP customers in systems, applications, and protocols. Offers direct and flexible contact options to satisfy VIP preferences. Provides remote support to traveling VIPs.
• Provides assistive support for VIP’s personally owned assets used for accessing client systems and services.
• Performs scheduled VIP support at business events within British Columbia and provides remote support outside British Columbia.
• May be required to lift machinery, tools, supplies, and equipment weighing up to 20 kg17. May work non-core hours and provide home support in support of the VIP service commitment.
• Analyzes problem trends and recommends problem resolution procedures. Works with other service delivery units in resolving problems.
• Conducts testing of application deployments to ensure quality assurance of end product. Reviews, tests, and conducts quality assurance on imaging changes.
• Provides client maintenance by ensuring SMS functionality on all desk-tops so that the organization can quickly and cost-effectively provide relevant software and updates to clients.
• Participates in the development and documentation of systems standards, configuration standards.
• Drafts Technical Information Bulletins for service delivery units and service partners. Provides information sessions as required.
• Researches technical information and hardware/software capabilities to recommend improvements.
• Coordinates knowledge creation and updates including knowledge structure and tools. Develops and evolves knowledge structure, and develops and maintains knowledge templates to gather client and project information. Publishes knowledge on appropriate knowledge base. Determines level of communications required for the knowledge update and ensures knowledge is disseminated to appropriate staff.
• Monitors various system metrics and checklists, generates and/or analyzes various reports including statistical reports related to SLA’s, project requests, and operational performance reports.
• Conducts problem and trend analysis and makes recommendations to improve operations.
• Conducts assessments to determine if negotiated baselines have been met, not met, or exceeded. Undertakes analysis to determine factors that may have affected the performance and the impacts this performance has had on service levels