Basic Information
Ref Number
Req_00101996
Primary Location
Place TELUS Montreal
Additional Locations
Home Office - Canada
Country
Canada
Work Style
Remote
Description and Requirements
The TELUS International Digital Solutions Operation's Centre is seeking an entry level Technology Analyst, with some experience in a wide array of IT technologies. We’re seeking an energetic individual who enjoys working within a large team and has excellent communication, collaboration and problem solving skills.
Here's how:
Bring your passion for problem solving and your commitment to providing a superb customer experience to this team which stands at the forefront of resolving incidents for TELUS International's Digital Solutions customers.
As we move towards cloud based infrastructure, you will be applying your existing skills to our support environment while continually learning and growing together with the team, and working with the newest technologies in one of the most fast-paced, and complex environments that TELUS International has.
Here’s the impact you’ll make and what we’ll accomplish together
As a Technology Analyst, you will be on the frontlines of our monitoring, alarming, and ticket-handling processes. You will be trained in how we prioritize, escalate, and resolve our service-impacting incidents. Your technical skills and ability to collaborate will be paramount to resolving complex issues. Your thoughtfulness and proactivity will allow you to provide feedback on our troubleshooting practices and overall support processes. Your experience and collaborative style will ensure we continue to provide the highest levels of customer service while continuously driving improvement in existing support capabilities.
Everyone belongs at TELUS International. It doesn’t matter who you are, what you do, or how you do it, at TELUS International, your unique contribution and talents will be valued and respected. Because the more diverse perspectives, we have the more likely we are to crack the code on what our customers want and what our communities need. From start-ups to large global brands, we deliver on all stages of customer growth and engagement. Our industry track record speaks for itself as we've partner
Here’s how
- Using operational dashboards and ticketing systems to monitor events occurring on our Unix, Linux, Windows, public and private cloud platforms, and network devices
- Ensuring all incidents are properly managed by either direct-resolution or proper escalation to the next level of support
- Handling customer-driven Domain Name System (DNS) change requests according to our change management practices
- Ensure that all customer-impacting events are managed according to our Service Level Agreements
- Identifying and escalating when support processes are in need of updating
- Taking your turn at coordinating team activities as a Prime during scheduled shifts
- With experience in supporting complex technical environments (100+ devices and/or complex application architectures)
- Network service experience with DNS Management, Network Switching & Routing, and Virtual networking technologies (VMWare, ESX, NSX, NSX-T)
- Experience in various flavours of Unix, Linux, and Windows Operating Systems
- Experience in virtual and distributed storage solutions
- Flexibility to work rotating shifts (including evenings and weekends), supporting 24x7x365 support availability
- Keen desire to measure and improve processes and systems
- Strong analytical, problem solving and troubleshooting skills
- Ability to obtain Government of Canada - Level 2 (Top Secret) clearance
- The flexibility to change as the business needs evolve
Education/Certifications
- A degree or certificate in Computer Science or Engineering
- 1 or more of the following: Cisco Network Certification(s), Certificate in Microsoft solutions, Linux Certification(s), UNIX Certification(s), GCP/AWS/Azure certifications, VMWare ESX, NSX certifications
The following requirements are mandatory, to be considered for this role:
- Ability to obtain Government of Canada - Level 2 (Top Secret) security clearance
- Flexibility to work shifts on a rotational basis, supporting 24x7x365 support availability
Additional Job Description
The Managed Digital Solutions Operation's Centre team is at the forefront of TELUS International's Digital Solutions support framework. This Tier 2 Escalations team stands at the centre of support for external and internal Digital Solutions customers.
| Language Reference |
|---|
| English |
| French |