Technical Support Specialist

Socket.dev; North Vancouver; Hybrid; CAD 70,000 - 90,000; Full time

Benefits offered by this job

8.5% shift premium

Overtime opportunities

Competitive salary and benefits

Job summary

ICBC is hiring a Technical Support Specialist for the IS Technology Operations Centre (TOC). The TOC team provides 24/7 support to reduce outages and ensure availability of ICBC systems.

You will monitor queues, respond to capacity issues and coordinate with other ISD teams to execute maintenance and service requests. Role requires incident management experience, strong documentation, and the ability to work shifts including days, afternoons and nights with a shift premium.

Qualifications

• Post-secondary education in a computer-related field.
• Strong foundation in ITIL, incident, problem and change management.
• Willingness to learn new technologies quickly and document work.

Responsibilities

• Responding, investigating, troubleshooting, escalating, and/or resolving system alerts.
• Coordination of high-priority incidents, incident logging and escalation.
• Work with ISD teams to support infrastructure systems and applications and apply patches and fixes.
• Execute ad-hoc IT service requests via the JIRA system.
• Perform daily health checks and production verification testing.
• Provide IT Service Desk support outside core hours.

Skills

ITIL

Incident management

Change management

Education

Post-secondary education in a computer-related field

Tools

Splunk

AKIPS

Nagios

SCOM

APM tools

Job description

We welcome applications from all qualified job seekers.Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to [e-mail]– we are committed to ensuring an accessible experience for all candidates.

At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous PeoplesandPeople with Disabilities. By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

We are hiring a Technical Support Specialist for a Temporary Fulltime opportunity. The IS Technology Operations Centre (TOC) team provides 24/7 support and strives to reduce both the impact and duration of outages of ICBC systems through effective alerting and monitoring; timely, clear and concise communication, and consistent incident handling. As a Technical Support Specialist within the TOC team, you will provide support for ICBC’s computing platforms. This includes monitoring system queues; responding to system capacity or performance issues; ensuring systems, databases, and transactions are available as per Service Level Agreements.

Position Requirements

Your key deliverables:

• Responding, investigating, troubleshooting, escalating, and/or resolving system alerts.
• Coordination of high-priority incidents, incident logging and escalation.
• Working in conjunction with other ISD teams to provide support, maintenance & task execution for Infrastructure systems and applications (Servers, Citrix, Nutanix, Network, Storage, Desktops, ICBC core applications, batch jobs) Stopping/starting queues; restarting services and applying patches, updates and fixes; applying regular security patches; and software enhancements.
• Execution of ad-hoc IT Service requests via the JIRA request system. (server snapshots, Control-M job handling, data change)
• Performing daily health checks, ad hoc health checks & production verification testing (PVT)
• IT Service Desk outside of core business hours for our internal customers.
• Experience utilizing privileged access to support servers, troubleshooting system alerts, executing IT service requests, and viewing administrative settings.
• Experience with Infrastructure monitoring tools such as Splunk, AKIPS, Nagios, SCOM and Application Performance Monitoring (APM) tools.
• Knowledge of ITSM best practices such as ITIL, incident, problem and change management, and service operations Management.
• Self-motivated # able to learn new technologies quickly.
• Strong support documentation skills, cross-training & knowledge transfer You will have experience supporting Enterprise systems for mid to large-sized IT Infrastructure systems. Your experience is supported by post-secondary education in a computer-related field, and a passion for getting to the root and resolving technical problems.

Hours and Shift Pattern

Employees work a 9-hour workday and rotate through three shifts: Day: 7:00 to 16:00. Afternoon: 14:00 to 23:00. Night: 22:30 to 07:30. Employees will generally be scheduled to work the following pattern: four-day shifts followed by three days off, then four night shifts followed by four days off and then four afternoon shifts followed by three days off. Employees will receive an 8.5% shift premium. There are opportunities for overtime.

Benefits

• Employees will receive an 8.5% shift premium.
• There are opportunities for overtime.
• Competitive salary, comprehensive benefits and a collaborative work environment.

About us

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Checkout our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Values

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined

• Hybrid 8 –you will work a minimum of 2 days per week at your primary office headquarters, subject to operational requirements. The remaining days will be remote within British Columbia.

Only candidates legally entitled to work in Canada will be considered for this position.

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