Please see description below.

JOB SUMMARY

The IT Specialist is responsible for managing the day–to-day planning and operation of Amplia’s IT Infrastructure to exceed the required service level components and quality standards by ensuring that computer systems, networks and cyber security at all locations are kept fully functional at all times by doing regular maintenance of all systems and ICT Infrastructure.

MAIN RESPONSIBILITIES

• Deliver service excellence daily in keeping with Amplia’s Customer Service Philosophy.
• Provide Tier 2 support for networking, telephony, and infrastructure issues.
• Act as first line support for all calls relating to issues on server systems and networks.
• Provide Tier 2 Computer installation and support.
• Schedule, communicate and execute maintenance activities.
• Network (WAN/LAN), System Design, infrastructure and ICT security implementation and Support.
• Adhere to department KPIs.
• Ensure that compliance with Standards, Policy and ICT Security Enforcement.
• Ensure adherence to applicable HSE legislation and policies as far as reasonably practicable.
• Storage/SAN management and operations.
• Facilitate Server, Network and OS monitoring and support.
• Implement back up strategy recovery and operations.
• Implement countermeasures and recommendations from penetration Testing audits.
• Maintain data confidentiality, validation, integrity and availability.
• Implement and manager Security Awareness Programs.
• Commit to attending all required HSE training.
• Ensure all HSE assigned Key Performance Indicators (KPIs) are fulfilled on a continuous basis.
• Oversee and participate in all HSE assessments for projects and consult with HSE Team where necessary ensuring proper use of PPE, completion of Job Safety Analysis documents (JSAs), Proposal Contract and Project (PCP) Forms.    
• Inspire and motivate the team by constantly communicating with them, being open to opinions and following through on commitments.
• Display a professional attitude which maintains a pleasant ambience and positive work environment.
• Resolve escalated customer issues timely and efficiently in order to provide an effective resolution.
• Ensure updated and correct Amplia Communications’ information is always circulated to the team, to avoid friction, miscommunication and employee dissatisfaction.
• Identify system and workflow improvements to enhance the team's efficiency.
• Make recommendations for product and process development based on customer feedback and analysis of same.
• Participate in and conduct staff training, including safety training.
• Maintain a standard of performance in line with Amplia Communications’ standards.
• Assist with the performance of ICT Vendor risk assessment.
• Maintain and upkeep of all ICT asset inventory.

MINIMUM JOB REQUIREMENTS

• BSc. in Information Technology or equivalent job knowledge is desired.
• At least two (2) years’ experience in I.T. inclusive of Networking and Operating Systems or Telecom related experience.
• A good working knowledge of operating systems (Windows Server, Mac OSX, Linux), local area networks, wide area networks, network security, personal computers and office productivity tools.
• Knowledge of network security concepts would be an asset.
• Knowledge of firewalls (Fortinet, WatchGuard, Cisco ASA) would be an asset.
• Knowledge and experience in managing IT enterprise security solutions would be an asset.
• CCNA Certification in Routing and Switching would be an asset.
• ITIL Foundation or COBIT Certification would be an asset.
• Knowledge of Network Intrusion and Cyber Security standards would be an asset.
• Experience with Cisco UCCX or similar product or at least some experience working with ACD applications.
• Strong interpersonal skills and the ability to communicate with many different levels of management.
• Strong analytical, organizational reporting and multi-tasking skills.
• Must have the desire to help others and problem solve in a fast-paced environment.
• Must possess strong computer skills and demonstrate proficiency and experience utilizing CRM software.
• Proficient in Word, Excel and PowerPoint for presentations and reports required.