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IS Support Specialist



Customer Service
Dorval, QC, Canada
Posted on Monday, July 8, 2024

IS Support Specialist

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB story.

This position reports to

Global Director Information Technology

Your role and responsibilities

The IS Support Specialist participates in the effective management of systems and computer equipment within the organization. The incumbent carries out any and all technical interventions required by users for repairs to the platform. including maintaining the telecommunications infrastructure and troubleshooting related problems. The Technical support could also assist in recommending strategies for technologies used across the organization. The successful candidate also performs all other administrative and operational support activities. The work model for the role is onsite. #LI-onsite This role is contributing to the Electrification, Smart Building division in Saint-Laurent. You will be mainly accountable for: • Process & Service Design - Describes and defines IT processes/services including relationships, dependencies and business value and regularly maintain all service-related information within the service management tool. - When involved, delivers the appropriate IS solution/service according to agreed Service Level Agreements (SLAs), in time, in budget and at quality. • IS Process / Services & Operations - Applies and executes the relevant management practice Measurement and Reporting to enable planning, control, review, and audit of service provision, to meet agreed KPI targets. - Contributes to the continuous improvement of the relevant process. - Follows agreed standards, applying appropriate techniques to elicit and document detailed requirements. - Performs reports and dashboards. - When involved engages proactively with suppliers to resolve incidents, problems, or unsatisfactory performance, and implements external partners related service improvement initiatives and programs. • Governance, IS Compliance - Adherence to Corporate IS Policies and Procedures, as well as to both internal regulations and external legislation falls within the area of responsibility of this job. - Determines the risks associated with findings and non-compliance and proposes corrective actions. • Stakeholder Management - Collaborates with stakeholders as required. - Enables effective prioritization of requirements and documents traceability to source. - Is responsible to describe and provide regular communication to all relevant stakeholders and ensures that information is presented effectively. • Administration - Carry-out platform administration activities (e.g. equipment shutdown and start-up, verification of automatic system operations, management of access groups). - Analyze equipment needs, propose acquisition/disposal plans and sequences based on established parameters and manage the computer equipment. - Document all problems and maintain statistical records to monitor established service levels and standards. - Perform basic network activities (e.g. password reactivation, configuration of new users). - Respond to user requests, solve problems, find solutions and/or refer problems to the appropriate individual. - Adhere to current policies, practices and standards. • Technical Support - Hardware: Deploys new hardware, configure, setup and service workstations, servers, phone system and other network components (including wiring, nodes and other IT infrastructures). - Software: Deploy, install, configure and troubleshoot software on Windows workstations. - Inventory: Maintain and make available an inventory of our assets, including computer and telecommunication equipment, software licenses, network and other general infrastructure components, warranty tracking. • Procurement - Comply with the company's requirement in the purchasing process, including maintaining the “minimum equipment list”, obtaining for purchases, purchasing equipment as directed, tracking delivery of purchased/shipped material. • Testing - Assist in hardware testing related to compatibility with our products, including getting a list of required material to test, setting up a test environment, contacting 3rd-party vendors to loan tested equipment, and reporting any issues found during the tests. • Documentation - Document the infrastructure (network topology and diagrams), and document procedures for common maintenance tasks, setup of equipment and basic recovery plan.

Qualifications for the role

  • College diploma in related field
  • 3-5 years of proven relevant experience in a similar function
  • Bilingual French & English. English is necessary to communicate with clients outside of Quebec.
  • Windows 10/11, MS-Office 365, Network (LAN/WAN)
  • Client service oriented, Attention to detail, strong communication skills

More about us

ABB’s Electrification organization is responsible for the go-to-market strategy and generating profitable growth for the Electrification Business Area. Our 10,000 strong commercial team represents the portfolio of all Electrification Business Area Divisions in over 100 countries. Our unmatched domain expertise across key industry verticals and channels combined with our truly global footprint makes us able to deliver extraordinary business results, supporting our customers with solutions which address their current needs, whilst considering the future emerging trends such as Urbanization, Digitalization and Shift to Electricity and Sustainable Energy. We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. For the 8th year in a row, ABB Canada has been recognized as one of Canada’s top employers by Forbes Magazine. Also named as Canada's Top 100 Employers, Montreal's Top Employers, Canada's Top Employers for Young People, Canada’s Greenest Employers and in 2021 Best Candidate Experience Award (CandE Award), ABB's culture and commitment are to provide a caring workplace where everyone collaborates, feels valued, respected, included and support-ed. Also committed to ensuring that all policies and practices respect the Employment Equity Program, we aim for our workforce to be truly representative of the four designated groups; women, aboriginal people, members of visible minorities, and/or persons with disabilities. ABB will provide reasonable accommodation to the applicant with disabilities and encourage appli-cants to self-identify in the application process. ABB's Military Reservist Policy offers Canada's Reserve Force members the flexibility to undergo military training and activities while maintaining job security, seniority, pay, benefits, and privileges as ABB employees, including up to 15 paid working days per year for training, as well as extended leave for operations both in Canada and abroad, ensuring seamless career integration with our nation's defense forces.

Publication ID: CA92275454_E1