[Remote] IT Service Desk Support Analyst-Level 1- Operations Support Mgr

Note: The job is a remote job and is open to candidates in USA. TELUS Agriculture & Consumer Goods is a company dedicated to improving the efficiency of food production while minimizing environmental impact. The IT Service Desk Support Analyst - Level 1 will provide first-level support and monitoring for IT systems, ensuring effective communication with clients, managing support tickets, and troubleshooting applications and services.ResponsibilitiesProvide 1st Level Support and monitoring to IT systems and integration solutionsReport into the Support Team LeaderWork in a team with other experienced Support AnalystsProvide client support and issue resolution via E-mail, telephone, and other electronic mediumWork closely with customers, building a good working relationshipCreate, manage, and resolve support tickets raised against technical issues within agreed time limitsMonitor the Cirrus and ICE applications and services, ensuring issues are escalated/resolvedBasic troubleshooting of problems with hosted applications/services and client applicationsSupport the roll-out of new applications/customersAll Level 1 Support Personnel should be comfortable with the core principles required in troubleshooting a message or issueConducting core connectivity tests where required and gathering enough information for the Level 2 team if escalation is necessaryMaintaining and adding of knowledge base documentationGood ticket accuracy (tickets have a correct account, group, category, sub-category, time entries, correct contact, following up responses)Proactive identification of ongoing issues and escalatingGood written and spoken communication skills - both to external customers and internal teamsGood understanding of XML and related conceptsKnowledge of XML – can identify syntax issues and problems in payloads e.g., invalid charactersUnderstanding of XML validation - XSD and Schematron, can validate messages locallyFamiliarity with document formats; XML, ED I, IDOC and CSV filesBase knowledge of Unix / Linux commands (mv, cp, grep, find, transferring a message to/from the server via command line, tail, less to view logs, ps to find active processes)Base knowledge of MySQL & database commands (select, insert, update, delete and backup)Base understanding of XSLT and Flat File transforms (XPaths, XSLT templates, conditional checks e.g., if + choose, operators, functions such as substrings, how lookups are called etc.)Version Control - Able to compare versions for troubleshootingAbility to commit, tag in GIT and deploy changes via ADMAble to commit in SVN (APAC staff)Familiarity with transport technologies: AS2, X400, HTTP, SMTP, SFTPBase knowledge of v2 and v3 Adapters - Troubleshoot existing configSetting up locally Adapter configuration for testingTroubleshooting errors with the adapter starting or when runningComfortable with foundational investigation required for any issue (gathering source data, logs, config, mappings)Understanding of Hub ManagementBasics of Security Certificates – (what is a private key password, keystore password, public certificate, private certificate, difference between using a cert for SSL and encrypting/decrypting data)Good knowledge of at least 1 Proagrica web apps - one of these being AIMSGood knowledge of Dashboard Plus and ICE / CALM (no reports of missed failures/in-progress messages, alert to VIP queue issues, no unattended repeated alerts and regularly maintaining dashboard/alerts page throughout the day)Foundational knowledge of JMS and SonicMQ (e.g., Dead Message Queue, JMS test client to browse messages, difference between queues and topics)Identification of configuration and mappings (e.g., can work out how a message gets from A to B and what Adapters are involved) with some assistance requiredSkillsRecent graduate or some previous 1st level experienceBS Engineering/Computer Science or equivalent experience requiredBe highly self-motivated and proactiveHave strong communication and documentation skills (written and oral)Excellent customer service skills and a desire to help peopleHave a good working knowledge of MS Windows and Unix/Linux OSHave a working knowledge of XML conceptsHave an understanding of relational databases and SQL QueriesDemonstrate an analytical approach to troubleshootingPossess a team player attitude and excellent interpersonal skillsSalesforce experience a plusXSLT/XPATHPrevious experience in IT supportMySQLCompany OverviewWe help you make the right call, at the right time, every time. It was founded in 2020, and is headquartered in Calgary, Alberta, CAN, with a workforce of 1001-5000 employees. Its website is https://www.telus.com/agcg/consumer-goods/sales-enablement-software.Company H1B SponsorshipTELUS Agriculture & Consumer Goods has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2024. Please note that this does not guarantee sponsorship for this specific role.