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Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.

Reporting to the Manager, IT Operations, the IT Operations Specialist will work very closely with IT Leadership and third party vendors to identify areas of continuous improvement in IT Service Management model to ensure quality, efficiency, productivity and agility goals of the department and the organization are achieved.
The IT Operations Specialist role is responsible for providing effective and efficient operational support of all third-party and internally managed IT infrastructure and applications used to support business processes across the enterprise. As an experienced and knowledgeable technician and IT support generalist, the IT Operations Specialist will receive incident and request escalations from Tier 1 Support Desk Analysts for ultimate issue resolution, documentation, and knowledge transfer to Tier 1 (where required).

Requirements:

• Provide exceptional technical support to internal and external customers
• Install and configure user PCs including setup of hardware and software
• Support Microsoft Office 365 products such as Teams, Exchange Online, SharePoint
• Active Directory support including user account and GPO management
• Network troubleshooting for both wired and wireless
• Support all aspects of end-user devices such as workstations, printing, mobile phones, and other needs for both back office and frontline Production/Manufacturing users
• Participate in project related work and ensure a proper transition for operational support
• Create and update infrastructure and application documentation/diagrams
• Operate in a tiered support model as Tier 2 Technical Support; receive handoffs from Tier 1, escalate to Tier 3 where required
• Support and Maintain IT applications; investigate and resolve IT application-related incidents; escalate and handoff to business partner where applicable
• Liaise with and manage relationships of third party vendors and managed service providers to ensure IT Applications and Infrastructure related incidents and problems are resolved in a timely fashion
• Manage and provide input to vendor scorecards to ensure expectations are being met
• Evaluate and recommend products/applications/solutions that solve for commonly recurring issues or to gain efficiencies
• Use data analytics to identify and reduce repeat issues/requests through self-service, user education or system simplification
• Travel to other High Liner office/plant locations as required
• Participate in rotational after hours on-call
• After hours work required as part of regular recurring maintenance windows or break/fix routines
• Participate in a business-oriented culture and mindset driven by understanding the High Liner business and our internal customer’s needs and continual service improvement techniques
• Participate in IT change management practice and work within IT and the business to ensure good coordination of IT changes without impacting business processes or technology availability

Qualifications

• Undergraduate degree or college diploma in IT related fields
• 5+ years IT support experience required, preferably in a CPG organization
• Understanding of Microsoft server and desktop operating systems
• Experience with Microsoft Office 365, Teams, SharePoint and Active Directory
• Basic network understanding and troubleshooting abilities
• Experience with Oracle JDE would be an asset
• Exceptional technical acumen and troubleshooting skills, across a wide application, vendor, and technical landscape
• Superior analytical skills with strong problem-solving skills
• Demonstrated initiative, with strong attention to detail
• Good oral and written communication skills
• Self-starter who works well with people at all levels of the organization
• Ability to learn on the fly in a fast paced, dynamic environment

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs.

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