We are looking for a professional to provide all-round advanced technical support, preferably with experience as system administrator, database engineer, change manager, application support, etc;

This person must have a strong affinity with service support, improvement, professionalization, efficiency and teamwork;

This post is part of the team that provides application support services at the highest advanced support level;

The senior support technician provides application support, but also works to improve how the services are delivered, operated and maintained;

Overall, the team also consists of support engineers, subject matter experts and software developers;

Ensure that IT service management processes are executed in accordance with Agency policies and procedures;

Conduct and support service operations in accordance with support agreements (SLA/OLA) and defined service priorities. This includes advanced technical support to incident and problem management to lower level resolution teams and formalizing support through standard operating procedures;

Proactively share perspectives, ideas, experience and information relating to the technical support of assigned services, such as through the maintenance of documentation, known errors, workarounds, and delivering technical training;

Identify service improvement opportunities, propose and follow up on necessary changes;

Support monitoring and reporting of the operational status of the assigned applications and responding to exceptions;

Perform and coordinate packaging of applications for automatic deployment and virtual client environments;

Participate in development, building, testing and deployment processes using relevant software engineering technologies, methods and tools through the full software lifecycle.