Field Technology Support Specialist

Location: Vancouver, BC, Canada
Date Posted: 11-20-2018
Position Summary:
 
Responsible for the second level support of field technologies deployed through parking operations and its affiliates. This includes developing enterprise solutions as well as supporting, configuring, maintaining, and optimizing of all patrol, pay station and parkade equipment and software. Plan and perform installation of patches and upgrades as well as development of preventative maintenance plans. This role will apply proven communication, analytical, and problem-solving skills to ensure parking technologies are operating at full efficiency. Outputs will include reports and documents intended for both technical and non-technical audiences organized in the IT knowledge base.
 
 
Key Responsibilities:
 
• To support all branch offices in the processes surrounding the operation and support of revenue control and enforcement equipment. This includes patrol handhelds, pay stations, point of sale terminals and other parking facility equipment.
• Working with Systems Administrators and SMEs to develop enterprise solutions for managing a disparate collection of remote and third-party owned environments.
• Maintain a comprehensive knowledge of technology in the areas of systems software, hardware and communications by documenting procedures and updating the knowledge-base.
• Installing, configuring and maintaining of in scope systems.
• Monitoring and reporting on system connectivity and processing to ensure adequate equipment performance and to remove deficiencies.
• Monthly inventory reconciliation.
• Work with other support teams and internal stakeholders to satisfy all customer requirements.
• Understand the life cycle of a credit card transaction within our systems, diagnosing and providing solutions to issues.
• Identify chronic problems and suggest action plan to resolve (e.g., user training, FAQ’s, hardware fixes, software upgrades, etc.).
• Responsible to document and present information consisting of requirements, business process, reports, user manuals, reference manuals, and user-based scenarios related to technology systems and business applications.
• Adhere to internal IT process standards including Incident and Change Management as well as following process, procedure standards and methodologies.
• Regular written and verbal communications to operational staff with updates and notifications.
• Travel will be required (Canada / USA).
• Additional duties as required.
 
Experience:
 
• Working in a geographically diverse IT environment 3-5 years.
• Knowledge and an understanding of Android, iOS and other common handheld devices and software.
• Knowledge of handheld Zebra equipment.
• Working in IT environments subject to regulation such as PCI DSS.
• Familiarity with information security principles and products.
• Gathering information, analyzing, and providing trending analysis.
• Working in a team environment.
• Familiarity with technician dispatching business processes and tools.
• Working in ticket management systems (Remedy, Service Now, TrackIt etc.)
• Working under time critical deadlines in a team environment.
• Basic understanding of business cycles.
• Credit Card Processing and PCI DSS compliance
• Familiarity of parking revenue technologies is an asset but not mandatory.
• Project Management/ Coordination is an asset but not mandatory.
 
Strong understanding with the technical and operational requirements for:

• Operating Systems
• Electronics
• Embedded Computer Systems
• Project Deployment support
 
Education:
 
• The ideal candidate will have College level experience equivalent to a Bachelor's degree in Information Technology or related field, and at least 3 years relevant work experience in the IT support area.
• Professional hardware certificates such as Comptia A+ is an asset.
• Diploma with a computer electronics / software specialty is preferred.
• ITIL certificate is preferred.
 
Personal Abilities:
               
• Deductive reasoning skills as they pertain to system administration, such as troubleshooting focused on determining hardware vs. software, hardware vs. firmware, software vs. operating system, network vs. application/systems, and patterned vs. non-repeatable problems.
• Results-oriented and customer-focused.
• Demonstrated ability to develop effective working relationships with internal and external customers.
• Able to drive and manage change.
• Consider the big picture when developing solutions.
• Adhere to IT methodologies and disciplines.
• Able to manage multiple conflicting priorities, reprioritize tasks, establish priorities, work independently and meet deadlines.
• Demonstrated ability to multi-task, probe, analyze and problem-solve complex issues.
• Make decisions.
• Strong interpersonal skills and the ability to adapt in a complex and changing environment.
• Work with detailed technical information and hands-on technology experience.
• Work as part of a team.
• Manage personal stress and know own limits.
• Ask for help when needed.
• Ability to maintain information in confidence and exercise good judgment.
• Communicate clearly and concisely.
• Keen interest in Information Security
• Strong interpersonal skills and the ability to adapt in a complex and changing environment.
 
Other Job Attributes:
 
• English is the primary language but knowledge of French and/or Spanish is an asset.
• Must be able to work long hours as required.
• Must be able to work in a stressful environment.
• Must be able to assist in moving large hardware (with pull cart and assistance - up to 250lbs) when necessary.
• Ability to be available when Operational Issues arise outside of standard work hours (parking is 24/7/365).
• Ability to work evenings and weekends on an as needed basis.
• Travel will be required within North America.
 
About Affinity Staffing:
Affinity Staffing is a full service Information Technology agency that takes a unique approach to recruiting. We believe recruiting is about creating long-term relationships that foster a mutually beneficial partnership - an affinity. Bringing a new style of recruiting founded on four core principles – Transparency – Flexibility – Efficiency – Agility.
 
For more information on Affinity Staffing, please visit www.affinitystaffing.ca 
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