Tier 2 Support Technician

Verisk; Markham; On-site; CAD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Level 2 Technical Support professional who thrives in a dynamic environment. This role focuses on providing exceptional support for Workforce technology, ensuring that all incidents and requests are managed within established guidelines. You will have the opportunity to work with cutting-edge technologies and contribute to a culture of continuous improvement. The ideal candidate will possess strong communication skills, a collaborative mindset, and a passion for innovation. If you're looking to make a meaningful impact while advancing your career, this opportunity is perfect for you.

Qualifications

• 3+ years of experience in enterprise infrastructure systems support.
• Bilingual in French and English is a must for effective communication.

Responsibilities

• Provide operational support and escalate issues for Workforce technology.
• Enhance IS&T team reputation through exceptional customer service.

Skills

Customer Service Skills

Communication Skills

Problem-Solving

Networking Concepts

Technical Documentation

Collaboration

Flexibility

Bilingual (French - English)

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in Engineering

Tools

AWS

Azure

MSSQL

MySQL

PostgreSQL

Okta

Splunk

ServiceNow

SolarWinds

Visio

Job description

At Verisk you can build an exciting career with meaningful work as a Level 2 Technical Support professional; create a positive and lasting impact on business; and find the support, coaching, and training you need to advance your career.

Responsibilities

Working as a Workforce Support L2, Engineer at Verisk means:

• Being part of and contributing to a large, dynamic, and innovative community
• Working with cutting-edge technology, and continuously developing new skills and capabilities
• Focusing on our customers, their success, and the desire to serve them
• Being responsible and assuming accountability for everything you touch

Purpose of the role:

• Provide contact and escalation of all Workforce technology issues reported within Verisk's internal employee base
• Ensure all Workforce technology incidents, tasks, and requests are reported and responded to within the established SLA guidelines outlined by the organization
• Provide Workforce technology support to diagnose the root cause of incidents and document the requirements to resolve the problems identified
• Provide Workforce technology escalation and properly document the requirements for next-level support

Primary goals to be assured:

• Enhance the capability and overall reputation of the IS&T team, group, and division by offering exceptional customer service and technical ability to both internal and external customers
• Successfully promote a continuous improvement mindset within operations, engineering, and development groups, that results in measurable efficiency, cost, and process improvement

Specific responsibilities:

• Provide operational support for all environments within your technical group as well as escalation support for junior engineers
• Proactively measure all environments within your technical group for adherence to enterprise standards and best practices and assist with remediation & optimization
• Liaise with vendors and other IT personnel for technical design, implementation, and problem-resolution
• Provide design guidance and support to business partners to enable optimal usage of selected technologies and solutions
• Take action to introduce new technologies through documentation, training, recommendations, or proof of concepts
• Develop and maintain scripts, automated processes, and documentation for repeatable design patterns, to increase system efficiency and lower the human intervention time
• Participate in the management of technical programs and projects through all phases of execution

Success criteria:

• Measurable contribution to the innovation, capabilities, security posture, and optimization of company technologies
• Positive feedback on the support received from business partners
• Positive feedback from team members and leaders of the Verisk community

Qualifications

• Ability to establish and maintain effective working relationships at all levels of the organization
• A tangible desire and curiosity to seek out and learn new and innovative ways to manage and solve complex challenges
• Strong communication skills (written & verbal) and a collaborative, team-oriented approach to work are a must, as is a comfort level working in a fast-paced, federated environment that embraces innovation and experimentation
• Dependable and flexible with work hours, including nights and weekends as required
• Minimum of 3 years of related experience with a bachelor's degree in Computer Science, Engineering, or a related subject
• Bi-lingual a MUST: French - English
• 3+ years of experience designing, managing, and/or supporting enterprise infrastructure systems
• 3+ years of experience with networking concepts (OSI network layers, TCP/IP)
• 3+ years of experience with Microsoft Windows and Linux operating systems
• 1+ years of experience working with public cloud products and services; AWS or Azure preferred
• Familiarity with database platforms such as MSSQL, MySQL, and PostgreSQL
• Familiarity with CI/CD tools and methodologies, system programming, and scripting in Python and PowerShell is preferred; a scripting/automation mindset is a must
• Integration experience with enterprise operations and security tools such as Okta, Splunk, SolarWinds, ServiceNow, Infoblox, and Imperva
• Solid customer service skills with experience interfacing with all levels of stakeholders
• Experience creating technical documentation using tools including Visio, Word, Excel, and PowerPoint
• May require up to 10% domestic and international travel