Technical Support Specialist

at  Jatom Systems IncCAN

JOB DESCRIPTION

Responsibilities include, but are not limited to:

• Provide accurate and timely response and resolution to daily customer support issues.
• Deliver effective and concise verbal and written communications.
• Maintain system configurations and contribute to technology roadmap for customer systems.
• Analyze customer systems for software upgrades to ensure minimal impact to customer operations.
• Assist Engineering to diagnose/replicate technical issues.
• Provide support to Engineering for procedural documentation validation and testing to ensure that all technical documentation meets the needs of Technical Support.
• Help maintain corresponding documentation for Technical Support staff via KB articles and support related procedures.
• Participate in complex/Tier 3 engineering issues to assist with root cause analysis and/or work around solutions.
• Maintain an industry watch and interface with service providers to gather/analyze and report status/updates for new and existing interface protocol and standards requirements.
• Provide technical consultation to customers when required.
• Travel to customer site as required in support of complex technical issues or perform system maintenance. This can include international as well as domestic travel.
• Perform other related duties as assigned by team Management.
• Effectively use software including SQL, Wireshark, MS Office Suite, Cisco Webex.
• Dynamically shift priorities and adapt to changes to meet organizational and department requirements.
• Periodically perform weekend on-call duties.
• Provide occasional after-hours support during evenings and weekends for production application and server upgrades and patching.
• Provide on call 24-hour support during critical and business priority situations.
• Work on a rotational shift between the hours of 06:00AM to 8:00PM Eastern Time Monday to Friday.
• Dynamically shift priorities and adapt to ongoing changes in process, systems, or organizational structures to meet organizational and department requirements.
• Meet tight deadlines or schedules under pressure or stressful situations
• Escalate issues to the appropriate resource or Management
• Ability to work from home, when required, in a secure, private location where others cannot see or hear what you are doing.
• Must be willing to work a minimum of 2 days per week in office.

EDUCATION AND EXPERIENCE

• Degree, diploma, or certification in Computer Science or an equivalent combination of education and experience.
• A minimum of 5 years’ experience coordinating resolution of technical and business problems while managing multiple tasks and priorities
• A minimum of 5 years’ experience investigating and troubleshooting complex application and infrastructure availability and performance issues.
• Mandatory experience:
• Supporting and troubleshooting Windows Server and Desktop solutions.
• Supporting and troubleshooting LAN/WAN networks, VPNs, routing, subnets, and related hardware (switches, routers, firewalls).
• Preferred experience:
• Experience with Linux, DataStax, Cassandra, Puppet, VMware/vSphere
• Experience with ISDN, PRI & BRI, DSL and Remote Access technologies.
• Experience with Dell PowerEdge and VRTX series servers
• Experience with Atlassian Confluence, Microsoft Dynamics NAV, Cisco Webex, Azure DevOps Server

• Working with ticketing software to create and maintain up to date and detailed support tickets
  Additional Competencies

  Demonstrated ability to:

• Apply principles of logical or technical thinking and creative problem-solving skills to a wide range of intellectual and practical problems.

• Effectively work independently as well as within a team environment.
• Build positive relationships to advance business relationships, knowledge, innovation, to meet TS and customers’ needs.
• Demonstrate integrity, creativity, and enthusiasm in achieving results.
• Use strong oral and written communication and interpersonal skills to effectively present technical information, respond to questions from staff and customers, and act as a resource for providing detailed reports effectively to diverse groups of people at various levels within an organization.
• Be extremely motivated, possessing strong analytical, listening, and interpretive skills to facilitate leadership.
• Have a strong understanding of deadlines and commitment to schedules.
• De-escalate conflicts or stressful situations.

JSI IS BUILT ON PURPOSE, THAT OF MAKING A DIFFERENCE IN THE WORLD.

Founded in 1979, this privately-owned technology company is the North American leader in designing and developing acquisition, collection and analysis solutions for law enforcement and intelligence communities.
With 4Sight – JSI’s single, unified, product suite – customers can combine any number of disparate data sources into a highly intuitive, visually-focused platform. The result? JSI’s customers spend less time working with data and more time seeing patterns, understanding trends, and gaining perspective (and making the world a safer place).
With over 400 employees and a strong, growing global presence in Canada, the U.S., Australia, and Germany, JSI is not only the dominant player in its industry, it is also known for its fun, high-performing, purpose-driven corporate culture.
In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), JSI will provide accommodation-accessible formats, and communication supports for the interview process upon request.

Responsibilities include, but are not limited to:

• Provide accurate and timely response and resolution to daily customer support issues.
• Deliver effective and concise verbal and written communications.
• Maintain system configurations and contribute to technology roadmap for customer systems.
• Analyze customer systems for software upgrades to ensure minimal impact to customer operations.
• Assist Engineering to diagnose/replicate technical issues.
• Provide support to Engineering for procedural documentation validation and testing to ensure that all technical documentation meets the needs of Technical Support.
• Help maintain corresponding documentation for Technical Support staff via KB articles and support related procedures.
• Participate in complex/Tier 3 engineering issues to assist with root cause analysis and/or work around solutions.
• Maintain an industry watch and interface with service providers to gather/analyze and report status/updates for new and existing interface protocol and standards requirements.
• Provide technical consultation to customers when required.
• Travel to customer site as required in support of complex technical issues or perform system maintenance. This can include international as well as domestic travel.
• Perform other related duties as assigned by team Management.
• Effectively use software including SQL, Wireshark, MS Office Suite, Cisco Webex.
• Dynamically shift priorities and adapt to changes to meet organizational and department requirements.
• Periodically perform weekend on-call duties.
• Provide occasional after-hours support during evenings and weekends for production application and server upgrades and patching.
• Provide on call 24-hour support during critical and business priority situations.
• Work on a rotational shift between the hours of 06:00AM to 8:00PM Eastern Time Monday to Friday.
• Dynamically shift priorities and adapt to ongoing changes in process, systems, or organizational structures to meet organizational and department requirements.
• Meet tight deadlines or schedules under pressure or stressful situations
• Escalate issues to the appropriate resource or Management
• Ability to work from home, when required, in a secure, private location where others cannot see or hear what you are doing.
• Must be willing to work a minimum of 2 days per week in office