I&IT Field Support Services Technician

The Metrolinx I&IT Field Support Services Technician performs a variety of skilled work relating to the full management and support of information technology based -intelligent transportation systems and services as provided to Metrolinx rail and bus travel passengers as well as to Metrolinx internal and external business partners in support of their function to facilitate seamless efficient safe and reliable regional transportation services.

Under the supervision of the Supervisor I&IT Field Support Services this position is responsible for performing installation field testing inspection remedial / preventive maintenance repair and replace ofelectro-mechanical electronic telecommunications and networked devices as deployed at Metrolinx rail / bus stations and maintenance facilities across the GTHA.

Hiring for multiple positions

Note: All roles require full-time on-site presence at a designated location. Remote or hybrid work is not available. Candidates must be able to commute daily and work on-site during standard hours.

POSITION ROLES

• Provides first level response to incident calls related to Station communications corporate network and I.T.-provided and extended passenger services systems including but not restricted to Fare Collection (PRESTO devices Ticket Vending Machines Point of Sale devices) Workstation PCs Public Address (PA) Electronic Station Signage Automatic Vehicle Location (AVL) CCTV WiFi (in station/facility and on-board rail/bus) corporate and 3^rd party contracted voice and unified communications telephony systems.
• Responds and monitors assigned Incident tickets based on Service Level Agreements. Collects information regarding incidents using thorough diagnostic and research procedures in addition to interviewing and/or connecting remotely to end-users located at all corporate networked sites including rail / bus stations maintenance facilities and administrative offices to determine source of error and to effect device restart.
• Responsible for recording accurate and complete data for Incident analysis and documenting resolution for inclusion into Incident Management knowledge database.
• Prepares reports for the supervisor relative to on-going or unusual problems recommending course of action.
• Support and configures PCs peripherals network and telecommunications equipment under the guidance and incident escalation up to I&IT Network Operations and I&IT Network Engineering groups I&IT Telecommunications I&IT Communications and I&IT Intelligent Transportation Specialist groups.
• Conducts diagnostic procedures as required on desktop and laptops and researches workstation operating system errors resolving conflicts and minimizing loss of productivity to end user.
• Diagnoses and resolves problems associated with networked multi-function laser printers servicing hardware with fuser and drum kit replacements adjusting local configuration settings as required and provides support on Intelligent Secure printing features.
• Performs the periodic maintenance of all equipment based on manufacturers warranty requirements and recommendations or where no such requirements or recommendations exist decides on an appropriate maintenance schedule based on knowledge and analysis of the equipment and its frequency of use.
• Uses PC-based applications for diagnostic and administrative purposes.
• Utilizes test equipment such as oscilloscopes digital multi meters network/cable testers and telephone test sets.
• Inspects new equipment and installations prior to insertion into service.
• Installs tests repairs services and modifies electronic equipment to a third (component) level. Assists others in the installation of electronic equipment and systems as required under the Capital Project Works program.
• Maintains own tools and equipment and specialized tools and equipment supplied byMetrolinx.
• Maintains an inventory system for all units components and spare parts ensuring proper levels of stock and security.Keeps accurate historical records of all I&I.T. equipment installed in field.
• Adheres to authorized policies processes and procedures within the guidelines of IT standards.
• As required in the field participates in I&IT Capital Project Group Fare System Group and related projects routine power outages and facilities management activities at remote sites usually after hours or weekends.
• Makes purchases using corporate credit card and prepares requisition for Supervisors approval for miscellaneous parts components materials and spares as required.
• Must maintain Metrolinx business vehicle as per Metrolinx/GO Transit Operating requirements. Operates and maintains assigned vehicles equipment and tools safely and in a clean and serviceable condition and keeps logs relative to their serviceability.
• Occasionally directs the work of others including training peers.
• Occasionally monitors the operation of on-site contractors as generally instructed and refers any problems to Supervisor.
• Occasionally interacts with customers/passengers and the general public to provide travel assistance / information as required.
  
  

• Minimum three (3) years community college program withknowledge of Electronics and computer science field with particular emphasis on network technology program or equivalent experience. CompTIA A Network and multi-function printer certification or equivalent is required. Microsoft Certified Professional (MCP) and Help Desk Professional certification is desirable. Must obtain job-related certifications as required. Must have valid Ontario Class G drivers licence and must meet corporate standard for a good driving be able to obtain and maintain First Aid and CPR certifications. Must successfully complete environmental safety and any other training required by corporate policy including USRC and CN Contractors Familiarization Certificate. Must obtain P.A. and CCTV corporate systems operations and support training. Must obtain corporate customer engagement / customer service management training.

KNOWLEDGE GAINED BY EXPERIENCE

• Minimum three years experience with proven skills in installing configuring and supporting end-user desktop software and peripherals devices in a networked environment. Minimum three years of practical experience in the repair testing and maintenance of electronic / mechanical equipment and knowledge of microprocessor based equipment. Minimum three years experience in supporting desktop technologies principals andpractices of customer service associated with Single Point of Contact (SPOC) service desk demonstrating resourcefulness and excellent customer service and problem solving skills. Advanced knowledge of Microsoft OfficeSuite and current Windows operating systems. Familiarity with Service Desk ticketing applications preferred. Advanced technical knowledge to troubleshoot and repair electronic / I.P. and telecommunications field equipment multi-function printers scanners and devices.
• Excellent organizational interpersonal and customer service skills are a requirement. Ability to engage secondary support groups peer groups customers and management effectively through verbal and written communication on a regular and ongoing basis. Demonstrable analytical problem determination and resolution skills are essential for cost-effective and timely fixes of service faults encountered in the field.
• Must also have knowledge of pertinent Health and Safety Regulations.
  

JUDGEMENTS MADE

• Reference and guidance is provided by accepted IT methodologies documentation Information Technology Service Level Agreements (SLA) Operating Level Agreements (OLA) and corporate policies and procedures.
• Judgement is made in clarifying and selecting the most appropriate timely and cost-effective response to reported problems; when researching and testing computer equipment and software configurations; when interpreting users requirements and providing the most effective technical response; when recommending IT procedures and preparing documentation; when communicating with external providers; when responding to users / customers who may be frustrated and upset; when establishing priorities between competing tasks.
• Must exercise judgement with regard to repairs replacements alterations and modifications to IT provided electronic network and other equipment. Other decisions would be referred to a supervisor.

CONTRIBUTION TO POLICY

Recommends improvements to service desk computer builds deployment procedures or identifies areas of improvement while working in the field. Reference and guidance are provided by accepted IT methodologies documentation corporate policies and procedures.

PROGRAM/DECISION IMPACT AND SCOPE

• Failure to install or repair equipment correctly could result in injury to employees or public. Erroneous decisions in emergency situations could cause loss of revenue public complaint.
• Errors made while configuring installing and deploying fare system customer facing information systems computer equipment and software or poor problem resolution could result in equipment damage ineffective delivery significant interruption of productivity for business users and possible network impacts. Poor communications or interactions with customers could lead to loss of confidence in IT / Metrolinx and may result in financial impact or additional costs to the organization.

Confidentiality:

Position may have occasional access to corporate data where disclosure or misuse could have financial and/or legal consequences or cause embarrassment to the organization.

INTERNAL/EXTERNAL CONTACTS:

Internal

Regular contact with all Metrolinx offices and levels of management within Metrolinx while providing support of fare systems customer facing information systems computer equipment telecommunications systems software and peripherals. Establish and maintain effective working relationships with those contacted in the course of work.

External

Regular contact with manufacturer and vendors for placing orders andfor regular technical support. Regular contact with project managers in the course of implementing capital project work. Occasional contact with passengers and general public as required.