ITSS Senior Field Support Analyst

Coquitlam - Canada

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Summary: Under the general direction of IT Service Support Regional Manager the IT Senior Field Support Analyst (FSA) provides customer service to an assigned end user base. This role is responsible for the maintenance and administration of computer networks and related computing environments including computer hardware systems software applications software and all configurations. The ITSS Field Support Analyst is the face of IT and will act as a liaison between IT and the end user for Level 2 IT related needs.

Key Responsibilities:

Serves as the IT liaison to regional business unit end users

Provide desk side and remote technical assistance to end users during regular business hours and in support of special business projects and initiatives

Maintain and administer computer networks and related computing environments including computer hardware systems software applications software and all configurations

Work on assignments that are complex in nature and require judgment initiative and specialized knowledge to identify resolve and recommend solutions to problems

Escalate non-resolvable issues to higher-level teams in a timely manner

Provide support and assistance for Business Unit process systems as required

Create monitor and enforce policies and procedures

Create distribute and update knowledge base solutions

Evaluate design and implement new systems that increase productivity or enhance overall business operations

Integrate technical knowledge and business understanding to resolve problems for customers

Resolve single and cross technology incidents independently

Work with team members to resolve unusually complex or cross technology incidents

Provide technical consulting during implementations and upgrades to production systems

Build and maintain strong relationship up to senior management level within their Business Units in assigned regions

Assist in the management of asset inventory hardware lease agreements service contracts and vendor support agreements

Establishes and maintains positive and effective work relationships with co-workers leaders and customers

Lead Customer Expectation management as part of escalation process

Work on cross-team or large programs/projects and provide direct support to major/complex and strategic initiatives and programs

Travel to other business sites to provide additional support or to attend training sessions

Adheres to departmental standards and ensures appropriate use of information systems

Perform reporting and administrative functions as required

Knowledge Skills and Competencies:

Graduate degree in Computer Science Engineering or related discipline with an IT focus Certifications: A Certification and MCSA Certification preferred

5 years of End User services experience with large teams to support

Ability to conduct research into application development issues and products

Ability to manage an organization with a large staff of highly trained IT professionals

Strong analytical design and development skills including troubleshooting and integration of IT services

Knowledge of existing and emerging hardware and software technologies and IT architectures

Strong problem solving decision making sound judgment assertiveness in developing efficient and effective solutions to diverse and complex business problems

Knowledge of best practices to guide teams through issues related to the design development and deployment of mission critical information and software systems

Ability to develop and implement IT policies and governance

Ability to communicate openly and effectively with senior management Business Units management with other IT managers with staff and with many diverse constituencies

Ability to work decisively under heavy workload considering the criticality urgency and extended work hours required to ensure availability of the service in accordance with service level commitments

Ability to manage multi-cultural and multi-located teams

High willingness to drive transformation and service improvement

Strong customer / end-user / client service orientation

Strong relationship building and interpersonal skills

Work experience in a related industry setting is a plus

Work experience at an IT service provider is a plus (managerial and/or delivery level)

Able to travel 30% Canada

We thank you for your interest. Only those selected for an interview will be contacted. GFL Environmental an equal opportunity employer and encourages women Aboriginal people persons with disabilities and members of visible minorities to apply. We seek to hire individuals with diverse characteristics backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender ethnic or national origin sexual identity and orientation age religion or disability but enriches itself through these differences. GFL will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation please notify us and we will work with you to meet your needs.

We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all without regard to race religion color national origin citizenship sex sexual orientation gender identity age veteran status disability genetic information or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position please contact

Required Experience:

Senior IC

Summary: Under the general direction of IT Service Support Regional Manager the IT Senior Field Support Analyst (FSA) provides customer service to an assigned end user base. This role is responsible for the maintenance and administration of computer networks and related computing environments includ...