[Remote] IT Service Desk Support Analyst-Level 1- Operations Support Mgr

Note: The job is a remote job and is open to candidates in USA. TELUS Agriculture & Consumer Goods is a company dedicated to improving the efficiency of food production while minimizing environmental impact. The IT Service Desk Support Analyst - Level 1 will provide first-level support and monitoring for IT systems, ensuring effective communication with clients, managing support tickets, and troubleshooting applications and services.

Responsibilities

• Provide 1st Level Support and monitoring to IT systems and integration solutions
• Report into the Support Team Leader
• Work in a team with other experienced Support Analysts
• Provide client support and issue resolution via E-mail, telephone, and other electronic medium
• Work closely with customers, building a good working relationship
• Create, manage, and resolve support tickets raised against technical issues within agreed time limits
• Monitor the Cirrus and ICE applications and services, ensuring issues are escalated/resolved
• Basic troubleshooting of problems with hosted applications/services and client applications
• Support the roll-out of new applications/customers
• All Level 1 Support Personnel should be comfortable with the core principles required in troubleshooting a message or issue
• Conducting core connectivity tests where required and gathering enough information for the Level 2 team if escalation is necessary
• Maintaining and adding of knowledge base documentation
• Good ticket accuracy (tickets have a correct account, group, category, sub-category, time entries, correct contact, following up responses)
• Proactive identification of ongoing issues and escalating
• Good written and spoken communication skills - both to external customers and internal teams
• Good understanding of XML and related concepts
• Knowledge of XML – can identify syntax issues and problems in payloads e.g., invalid characters
• Understanding of XML validation - XSD and Schematron, can validate messages locally
• Familiarity with document formats; XML, ED I, IDOC and CSV files
• Base knowledge of Unix / Linux commands (mv, cp, grep, find, transferring a message to/from the server via command line, tail, less to view logs, ps to find active processes)
• Base knowledge of MySQL & database commands (select, insert, update, delete and backup)
• Base understanding of XSLT and Flat File transforms (XPaths, XSLT templates, conditional checks e.g., if + choose, operators, functions such as substrings, how lookups are called etc.)
• Version Control - Able to compare versions for troubleshooting
• Ability to commit, tag in GIT and deploy changes via ADM
• Able to commit in SVN (APAC staff)
• Familiarity with transport technologies: AS2, X400, HTTP, SMTP, SFTP
• Base knowledge of v2 and v3 Adapters - Troubleshoot existing config
• Setting up locally Adapter configuration for testing
• Troubleshooting errors with the adapter starting or when running
• Comfortable with foundational investigation required for any issue (gathering source data, logs, config, mappings)
• Understanding of Hub Management
• Basics of Security Certificates – (what is a private key password, keystore password, public certificate, private certificate, difference between using a cert for SSL and encrypting/decrypting data)
• Good knowledge of at least 1 Proagrica web apps - one of these being AIMS
• Good knowledge of Dashboard Plus and ICE / CALM (no reports of missed failures/in-progress messages, alert to VIP queue issues, no unattended repeated alerts and regularly maintaining dashboard/alerts page throughout the day)
• Foundational knowledge of JMS and SonicMQ (e.g., Dead Message Queue, JMS test client to browse messages, difference between queues and topics)
• Identification of configuration and mappings (e.g., can work out how a message gets from A to B and what Adapters are involved) with some assistance required

Skills

• Recent graduate or some previous 1st level experience
• BS Engineering/Computer Science or equivalent experience required
• Be highly self-motivated and proactive
• Have strong communication and documentation skills (written and oral)
• Excellent customer service skills and a desire to help people
• Have a good working knowledge of MS Windows and Unix/Linux OS
• Have a working knowledge of XML concepts
• Have an understanding of relational databases and SQL Queries
• Demonstrate an analytical approach to troubleshooting
• Possess a team player attitude and excellent interpersonal skills
• Salesforce experience a plus
• XSLT/XPATH
• Previous experience in IT support
• MySQL

Company Overview

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