Employer: Just Energy Position: IT Services, Service Desk Operations Tech III Business Profile: Just Energy is a leading independent energy supplier serving close to one million electricity and natural gas customer accounts in North America. We operate in Alberta, British Columbia, Ontario, Manitoba and Quebec in Canada, and Illinois, Indiana, New York and Texas in the United States and our parent company, Just Energy Income Fund, trades on the Toronto Stock Exchange (TSX: JE.UN) Just Energy continues to focus on growth, professional development and fostering an entrepreneurial spirit that has made the company what it is today. We are looking for individuals interested in joining a fast-paced, dynamic, and growing company that is also a leader in the North American retail energy market. We offer competitive compensation with incentive bonuses, group benefits, a dynamic working environment and opportunity for growth that is unparalleled. Role Mandate This role will be heavily involved in SDO strategy and planning and be the technical SME for the Team lead and SDO. They will also be responsible for bridging the client requirements (either through technology or process) with the SDO. The role is responsible for ensuring and maintaining effective operations of the JE Desktop Production Environment by monitoring, responding to incidents and ensuring that all monitoring systems are within the agreed to OLA and SLA terms 24x7x365. The role will also assist in infrastructure programs and projects in a technical capacity i.e. Desktop image design and management, network connectivity, incident escalation, hardware testing etc.. Also, the role includes the responsibility for the execution of JE’s Disaster Recovery Plan and data security policies. Key Accountabilities •Acts as a technical resource by assisting end users to resolve incidences with equipment and data. Facilitates exchanges of information and advice; implements solutions/workarounds, escalates internally or notifies vendors as required. Ensures tickets are updated in real time and oversees the progression of tickets within established OLA’s and SLA’s. •Troubleshoots incidences within both telephony and computer systems, including triage/troubleshooting respective hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required. •Installs, configures and upgrades operating systems and software, using standard business and administrative packages; may configure specific applications for use in operational departments. Deploy standard images across operational departments and maintain images and build and push technologies. •Makes recommendations for improvements in the Service Desk tool and work flows, including panel and field customization and thorough documentation. •Act as the Administrator for the SDO ticketing tool and process. •Guide mentor and assist the less experienced team member. •Act as an internal escalation point to the SDO. •Monitors the status of network, Telephony and systems through the use of monitoring tools and engages the appropriate resources as needed for resolution\escalation. •Monitors daily computer operations with an eye toward unusual events, and notifies the appropriate groups immediately of any suspected intrusions, virus infestations, denial of service attacks, and other abuses. •Assists with and monitors the movement of new software into the production environment to ensure that only duly-authorized software is used to process production information. •Restricts physical access to the licensed application programs and back-up tape library to authorized personnel. •Manages the secure handling of backup tapes, CDs, and other data recording media such that only authorized people are permitted to have possession of these media. •Confirms that backup processes are running properly, that data may be fully restored according to management's and Backup Administrator’s intentions, and that backup processes have been creating appropriate operational logs. •Maintains the physical security of all information systems equipment contained in data centers, permitting only authorized personnel into the facility, and as necessary supervising the activities of outsiders such as vendor maintenance staff. •Promptly documents and creates trouble tickets for all reports of information systems problems including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections. •Remains familiar with the current version of information security policies and procedures so that quick answers to users with simple questions can be provided. •Prepares and updates reference documentation so that others working on the Service Desk can quickly and practically respond to users reporting difficulties and problems. •Works closely with the Team Lead SDO to evaluate tickets, skills and service delivery on the desk. •Hold workshops with the business on new and emerging technologies. •Act as the Team Lead for the SDO when needed. Required Skills and Knowledge •Thorough understanding of the itil framework. •Demonstrated experience operating and troubleshooting in a MS environment. •Demonstrated experience operating and troubleshooting in Microsoft, Avaya, and Cisco technologies. •Ability to work in high pressure environments. •Creative problem solver. •Minimum of 5 years of service desk experience. •Ability to explaining technical concepts and procedures to non-technical users. •Strong time management skills. •Strong personnel management skills. •Strong communication and interpersonal skills. •Instructing users on new and upgraded computer applications and hardware Minimum Experience Required: •Equivalent to completion of three years of college-level coursework in computer science, information technology or a related field. •CCNA\MCSA (MCSE) required. •5+ years of general computer or telephony installation, maintenance and repair experience •Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job listed above. •Experience with administrating an automated itil-based Service Desk tool. Working Conditions: •The hours of the position may be set to correspond to the overall coverage expectations within ESG and subject to change upon reasonable notice. •24\7 blackberry critical support Application Process: If you are interested in an opportunity with Just Energy, we hope to hear from you soon. Note that additional details about the company can be found at the following websites: www.je-un.ca and www.justenergy.com Please send resume via email to: careers@justenergy.com and ensure you place the name of the position in the subject of the email.