Technical Support:
Responsibilities:
• Receive, document, track and resolve logged email/phone support requests from open to closure.
• Conduct diagnosis, non-invasive trouble-shooting and problem recreation.
• Route defects and feature requests to Development/QA in accordance with respective procedures.
• Be an advocate for the client helping Product Management determine appropriate scheduling of feature implementations and/or correction of product defects.
• Configure laptops, tablets and hand-held mobile devices for clients use with TrialStat products and services.
• Liaise with System Administration for any server or networking issues that may be impacting the client.
• Liase with Professional Services to assist them with client project implementations and setup.
• Contribute to the Technical Support team by actively participating in the continued development and improvement of department processes and standard operating procedures used in delivering technical support services.
• Understand and conduct your work efforts in compliance with all security and privacy compliancy requirements to which the clinical research field and TrialStat are held to.
• Participate in the Technical Support 24x7 On-Call Rotation (approx 1 week per month with pager carry premium).
Skills Required:
• College diploma or equivalent in computing technology.
• 1-2 years experience working in a technical support or helpdesk environment.
• Technically competent with Microsoft Windows XP and standard business applications (MS Office, Outlook)
• Proven experience in learning new software products and feature sets in a self-study capacity.
• An aptitude and demonstrable background for practical problem solving of IT hardware/software problems.
• Ability to multi-task across multiple support requests at a time
• Strong interpersonal communication skills.
• Attention to detail is required to ensure a high degree of quality assurance and quality control.
• Experience with Adobe Macromedia Flash is an asset.
• Any exposure within the medial or clinical research field is an asset.
Position Details:
Type of Job: Fulltime Permanent
Normal Shift: Monday to Friday (Noon to 8pm)
Required languages: English (additional languages is an asset)
System admin
Position Responsibilties:
• System administration of 33+ servers including:
o Windows Active Directory and Domain Controller,
o Blackberry Enterprise Server
o Exchange Server
o Sharepoint Server
o Linux based Gateways and Firewalls
o IIS Application Servers
o Microsoft SQL Database Servers
o Phone System Equipment
o MySQL Database Server
o System Backup Servers
o VSS (Visual Source Safe) Server
o VPN Server
• Network administration of a highly secure and complex network infrastructure
• Deploy and support of corporate workstations including hardware/software installs
• Contribute to the continual improvement and development of SOPs and internal processes
• Patch Management of servers and workstations
• Software auditing & license management
• Monitor security logs
• Create/update server and network documentation
• Manage system backups
• Manage all TrialStat servers and systems in accordance with TrialStat Security Policies and applicable 3rd party security standards and/or auditor recommendations.
• Evaluate, recommend, redesign, document, and implement IT processes and toolsets.
• Create and update related technical documentation such as: SOPs, device configurations, IT security standards, etc
• Participate in the Systems Administration 24x7 On-Call Rotation with pager-carry premium (currently 4 week duration every 8 weeks)
Skills Required:
• College diploma or equivalent in computing technology.
• Minimum 3 years experience providing Windows NT/2000/2003 Server Management.
• Minimum 3 years experience providing Network Management (ie. firewalls, routers, switches, tcpip protocol, gateways, vpn, packet filtering, etc)
• Minimum 2 years experience supporting Linux environments
• Demonstrable background and exposure to Standard IT System Management Principles, practices & processes within Server and Network management (ie. Change control, problem management, capacity management, etc)
• An aptitude and demonstrable background for practical problem solving of IT hardware/software issues.
• Highly detail oriented and attentive to quality control of your work
• Ability to multi-task across multiple support requests at a time
• Excellent technical documentation skills
• MCSE certification is required.
• Experience with LanDesk System Management ToolSet is a considerable asset.
• Experience with Sharepoint is a considerable asset.
• Any exposure within the medical field is an asset
Position Details:
Required languages: English
Responsibilities:
• Receive, document, track and resolve logged email/phone support requests from open to closure.
• Conduct diagnosis, non-invasive trouble-shooting and problem recreation.
• Route defects and feature requests to Development/QA in accordance with respective procedures.
• Be an advocate for the client helping Product Management determine appropriate scheduling of feature implementations and/or correction of product defects.
• Configure laptops, tablets and hand-held mobile devices for clients use with TrialStat products and services.
• Liaise with System Administration for any server or networking issues that may be impacting the client.
• Liase with Professional Services to assist them with client project implementations and setup.
• Contribute to the Technical Support team by actively participating in the continued development and improvement of department processes and standard operating procedures used in delivering technical support services.
• Understand and conduct your work efforts in compliance with all security and privacy compliancy requirements to which the clinical research field and TrialStat are held to.
• Participate in the Technical Support 24x7 On-Call Rotation (approx 1 week per month with pager carry premium).
Skills Required:
• College diploma or equivalent in computing technology.
• 1-2 years experience working in a technical support or helpdesk environment.
• Technically competent with Microsoft Windows XP and standard business applications (MS Office, Outlook)
• Proven experience in learning new software products and feature sets in a self-study capacity.
• An aptitude and demonstrable background for practical problem solving of IT hardware/software problems.
• Ability to multi-task across multiple support requests at a time
• Strong interpersonal communication skills.
• Attention to detail is required to ensure a high degree of quality assurance and quality control.
• Experience with Adobe Macromedia Flash is an asset.
• Any exposure within the medial or clinical research field is an asset.
Position Details:
Type of Job: Fulltime Permanent
Normal Shift: Monday to Friday (Noon to 8pm)
Required languages: English (additional languages is an asset)
System admin
Position Responsibilties:
• System administration of 33+ servers including:
o Windows Active Directory and Domain Controller,
o Blackberry Enterprise Server
o Exchange Server
o Sharepoint Server
o Linux based Gateways and Firewalls
o IIS Application Servers
o Microsoft SQL Database Servers
o Phone System Equipment
o MySQL Database Server
o System Backup Servers
o VSS (Visual Source Safe) Server
o VPN Server
• Network administration of a highly secure and complex network infrastructure
• Deploy and support of corporate workstations including hardware/software installs
• Contribute to the continual improvement and development of SOPs and internal processes
• Patch Management of servers and workstations
• Software auditing & license management
• Monitor security logs
• Create/update server and network documentation
• Manage system backups
• Manage all TrialStat servers and systems in accordance with TrialStat Security Policies and applicable 3rd party security standards and/or auditor recommendations.
• Evaluate, recommend, redesign, document, and implement IT processes and toolsets.
• Create and update related technical documentation such as: SOPs, device configurations, IT security standards, etc
• Participate in the Systems Administration 24x7 On-Call Rotation with pager-carry premium (currently 4 week duration every 8 weeks)
Skills Required:
• College diploma or equivalent in computing technology.
• Minimum 3 years experience providing Windows NT/2000/2003 Server Management.
• Minimum 3 years experience providing Network Management (ie. firewalls, routers, switches, tcpip protocol, gateways, vpn, packet filtering, etc)
• Minimum 2 years experience supporting Linux environments
• Demonstrable background and exposure to Standard IT System Management Principles, practices & processes within Server and Network management (ie. Change control, problem management, capacity management, etc)
• An aptitude and demonstrable background for practical problem solving of IT hardware/software issues.
• Highly detail oriented and attentive to quality control of your work
• Ability to multi-task across multiple support requests at a time
• Excellent technical documentation skills
• MCSE certification is required.
• Experience with LanDesk System Management ToolSet is a considerable asset.
• Experience with Sharepoint is a considerable asset.
• Any exposure within the medical field is an asset
Position Details:
Required languages: English
