IT Support Technician- Abbotsford, Canada

 IT Support Technician- Abbotsford, Canada

 

The City of Abbotsford is looking for a high energy, customer service focused Auxiliary IT Support Technician to join our fun, dynamic team of professionals.
 
In this customer service orientated role you will deliver outstanding support by providing problem-solving assistance on IT desktop and office equipment support to staff. As the IT Support Technician you will write script and use IT Management tools to deploy software packages, updates and patches; receive and troubleshoot a variety of software, hardware and network communication problems; resolve or refer problems to appropriate staff; carry out assigned special projects and provide advice and assistance to clients to enable them to optimize IT related products, services and equipment such as:

    Physical or virtual desktops and peripherals;
    Mobile devices;
    Telecommunication equipment, voice trees and voicemail;
    Printing, copying and scanning services;
    Desktop applications and operating systems; and
    Network logon accounts and resource access.

 
Your dynamic relationship building skills will help you in establishing and maintaining effective working relationships with internal and external contacts to effectively convey clients’ needs and concerns. You will have a passion for lifelong learning to keep sharp on current trends and development in technology.
 
As our ideal candidate you will have:

    Grade 12 plus a two-year diploma in computer sciences from a technical institute or college
    Minimum of one year PC hardware, software applications and networking experience
    Valid Class 5 BC Driver’s Licence.

Apply here:
https://www.civicinfo.bc.ca/careers?jobid=66059

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Incident & Problem Manager-FIS Global, Frankfurt, Germany

 Incident & Problem Manager-FIS Global, Frankfurt, Germany


About the team

This role sits within the Client Engagement function, managing the relationship with clients of FIS hosted services in Europe. The team has the responsibility to manage client engagement for the delivery of services, for the achievement of contracted service levels and for service quality. By applying a framework of governance across the FIS delivery and support organization, the team ensures that responsibilities to clients are met consistently.

What you will be doing

    Manage complex incidents and problems affecting multiple services to protect production systems critical to business success.
    Ensure contractual service level agreements are met in support of client and company mission-critical business requirements.
    Develop, coordinate, and promote incident and problem management activities across the entire enterprise and take responsibility for effective functioning of these processes across the organization.
    Provide immediate response and coordination aimed at minimizing the duration of service interruptions.
    Make decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates.
    Acts as a liaison between the business and technology teams for high severity incidents (priority 1 and 2 spanning across the entire enterprise and escalates as appropriate.
    Recommend and document departmental standards and procedures.
    Consults with other teams on proper integration and correlation of the incident and problem management process and their respective areas.
    Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.
    Facilitate daily, weekly, and monthly tactical meetings as well as create incident reports as determined by business and technology needs.
    Compile the enterprise post incident report and work with various teams in root cause analysis process to determine cause of incident.
    Other related duties assigned as needed.

What you bring:

    Considerable knowledge of incident and problem management principles, procedures, and techniques
    Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL)
    Strong knowledge of issue resolution and escalation practices
    Broad knowledge of IT infrastructure
    Ability to apply analysis and creative thinking when solving problems and conflict
    Ability to provide acute attention to detail
    Ability to communicate effectively to all levels within the organization
    Ability to manage multiple incident tasks simultaneously
    Conflict resolution and facilitation skills
    Independent and collaborative decision making
    Skilled at identifying and implementing process improvements
    Ability to effectively establish and maintain relationships across the organization
    Excellent written communication skills
    Solid business acumen and an awareness of business implications of decisions
    Demonstrated skill in timely, proactive, responsive follow-through on deliverables
    Ability to organize tasks and priorities effectively and under minimal supervision
    Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions


Apply here:
https://careers.fisglobal.com/us/en/job/FIGLUSJR0165012EXTERNAL/Incident-Problem-Manager-m-w-d?utm_source=indeed&utm_medium=phenom-feeds

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Head of ITSM & IT Support- TIER Mobility, Berlin, Germany

 Head of ITSM & IT Support- TIER Mobility, Berlin, Germany


The role and your impact at TIER

    Own the development of the global IT services portfolio with a focus on employee-centricity, scalability and security
    Mentor, hire and develop a high-performing team with your vision for IT services and your technical expertise
    Drive decisions for IT services across their entire lifecycle and shape the digital workplace for all employees at TIER
    Enable TIER to scale further with a global IT service portfolio
    Provide a great experience and reliable support for IT services
    Manage solution providers and suppliers to supplement your team
    Work together with IT security experts and deduce IT governance
    Manage governance, risk and compliance for the entire internal IT infrastructure

You’ll fit great with these skills and qualifications

    Have successfully managed IT services organisation-wide
    Proven knowledge in the areas of IT Service Management and internal security
    You like to dive into the details but are also a great communicator with senior stakeholder management experience
    Have 5+ years of proven experience in IT Services
    Experienced in hiring, developing and motivating high-performance IT teams
    You enjoy working in a fast-paced environment
    Completed studies in computer science or a comparable field of study
    Solid experience in providing services with a strong end-user or user experience focus
    Strong analytical skills, networked thinking and affinity to process definition and process optimization
    Very good and effective communication skills across all levels with a focus on change and transformation processes
    You are business fluent in English, German is a plus


Apply here:
https://boards.greenhouse.io/tiermobility/jobs/4148478004
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IT Field Support Manager Europe- DB Schenker, Germany

 IT Field Support Manager Europe- DB Schenker, Germany


The IT Service Desk Europe II Field Support Manager is responsible for the Europe II Field sup-port operation of the ITSD (including resources) for local and Global IT services used in Schen-ker locations. The position will assist the Head of IT Field Support to ensure that there are support plans in place that are defined country by country and utilize either Schenker field resources or 3rd parties and the management of those resources. Issue resolution for applications, user hardware and network/infrastructure which cannot be resolved remotely and planned mainte-nances that require field support are the primary responsibilities, in addition to escalation management.

Your tasks:

    Responsible for the Europe II escalation management regarding ITSD Field Support top-ics, incl. support of decision making, risk management and prioritization  
    Ensures appropriate reporting and notifications to Europe II key stakeholders and that key performance indicators are measured and reported
    Field support will be dispatched by either L1 or L2 support using the Field support function within Service Now, setup will require configuration data to be captured, imported and maintained for internal & external resources so that resources are dispatched in the most efficient manner.
    Lead and facilitate post mortem / deep dive investigations into high impact incidents, take ownership to drive root cause investigation, risk mitigation, and ensure a permanent reso-lution is executed
    Resolution of tickets assigned to Field Support.
    Support to manage escalations and resolves customer complaints related to field support
    Ensures support and maintenance of local IT services (i.e. applications, user hardware and network/infrastructure which are defined country by country)
    Coordination of support for local installation of PCs, notebooks and software components, infrastructure in conjunction with local or global GIS programs
    Work with 3rd party suppliers in accordance with Schenker processes as identified by the country support plan.
    Quality of Service management including SLA / KPI compliance and corrective actions for internal / external resources.
    Identify and execute Continuous Service Improvements
    Resource management – planning, onboarding of new staff, target setting & review, disci-plinary (if appropriate) etc. in accordance with country specific rules & regulations.
    Implementation of global standards for the field support teams. (i.e. trainings, skills, tools)
    Ensures integration testing of new or changed solutions so that the Field resources pro-vide a first-class Quality of Service.
    Implementation of Branch Health Check (BHC) and Cyber Cafe concepts for all countries / branches within the region.
    The work environment for this position demands 25% of traveling.

Your profile:

    Multiple years directly related work experience
    Several years of experience in a supervisory Field Support role
    Ability to interact with employees at all levels
    ITILv3 Foundation certification
    Excellent organizational, communication, and problem-solving skills and a proven under-standing of IT business needs and knowledge of IT industry standard best practices
    Working knowledge of basic hardware and software products
    Excellent Microsoft Office Skills
    Fluent in English language skills (verbal & written)
    Several years of International business experience
    Several Years staff management of large teams
    Must be culturally diverse


Apply here:
https://karriere.deutschebahn.com/karriere-de/Suche/IT-Field-Support-Manager-Europe--6538188?utm_campaign=AlwaysAll&utm_content=&utm_source=Indeed&utm_medium=Organic_Jobad&utm_term=Akademiker

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Incident Manager- Interxion, Frankfurt, Germany

 Incident Manager- Interxion,  Frankfurt, Germany


Overview

Your Role

    Acts as country process owner for incident management regarding our systems, trainings for the operational departments and local processes
    Triggering and ensuring management and/or technical escalation and follow up on the escalation
    Coordinating and ensuring the creation of a technical and customer impact analysis of certain incidents encountered
    Escalating blocking issues reported through the incident report
    Cooperating with internal departments to support and provide problem direction to the operational teams
    Continuously informing on the status of the problem through the Incident Notification procedure
     

Your Profile

    University degree in electrical engineering or Master Electrician/Cooling  with main focus on electrical systems
    5 years of experience in Service Support Background Incident & Escalation Experience in the Data Center industry with deep knowledge of all systems within a Data Center
    Experienced in working directly with both technical and business management, including higher-level management, on incident processes
    ITIL Expert Certified
    Excellent and effective communication skills in English and German

 

Benefits

    Open door culture with short communications paths and flat hierarchies
    Personalized onboarding plan (buddy system), education programs
    Permanent employment contract
    Personal development options in a fast-growing environment
    Extensive social benefits (Flexible working hours, digital meal vouchers, bike leasing, pension plan, etc.)
    Many extras like free drinks, fresh fruit, or cool team events


Apply Here:
https://careers.interxion.com/jobs/7693854-incident-manager-f-slash-m-slash-d

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