I&IT Field Support Services Technician

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

The Metrolinx I&IT Field Support Services Technician performs a variety of skilled work relating to the full management and support of information technology based - intelligent transportation systems and services, as provided to Metrolinx rail and bus travel passengers, as well as to Metrolinx internal and external business partners in support of their function to facilitate seamless, efficient, safe and reliable regional transportation services.

Under the supervision of the Supervisor I&IT Field Support Services, this position is responsible for performing installation, field testing, inspection, remedial / preventive maintenance, repair and replace of electro-mechanical, electronic, telecommunications and networked devices, as deployed at Metrolinx rail / bus stations and maintenance facilities across the GTHA.

POSITION MISSION

The Metrolinx I&IT Field Support Services Technician performs a variety of skilled work relating to the full management and support of information technology based - intelligent transportation systems and services, as provided to Metrolinx rail and bus travel passengers, as well as to Metrolinx internal and external business partners in support of their function to facilitate seamless, efficient, safe and reliable regional transportation services.

POSITION MANDATE

Under the supervision of the Supervisor I&IT Field Support Services, this position is responsible for performing installation, field testing, inspection, remedial / preventive maintenance, repair and replace of electro-mechanical, electronic, telecommunications and networked devices, as deployed at Metrolinx rail / bus stations and maintenance facilities across the GTHA.

POSITION ROLES

• Provides first level response to incident calls related to Station communications, corporate network and I.T.-provided and extended passenger services systems, including but not restricted to, Fare Collection (PRESTO devices, Ticket Vending Machines, Point of Sale devices), Workstation PCs, Public Address (PA), Electronic Station Signage, Automatic Vehicle Location (AVL), CCTV, WiFi (in station/facility and on-board rail/bus), corporate and 3rd party contracted voice and unified communications telephony systems.

• Responds and monitors assigned Incident tickets based on Service Level Agreements. Collects information regarding incidents using thorough diagnostic and research procedures, in addition to interviewing and/or connecting remotely to end-users located at all corporate networked sites, including rail / bus stations, maintenance facilities and administrative offices to determine source of error and to effect device restart.

• Responsible for recording accurate and complete data for Incident analysis, and documenting resolution for inclusion into Incident Management knowledge database.

• Prepares reports for the supervisor relative to on-going or unusual problems, recommending course of action.

• Support and configures PC’s, peripherals, network and telecommunications equipment under the guidance and incident escalation up to I&IT Network Operations and I&IT Network Engineering groups, I&IT Telecommunications, I&IT Communications and I&IT Intelligent Transportation Specialist groups.

• Conducts diagnostic procedures as required on desktop and laptops and researches workstation operating system errors, resolving conflicts and minimizing loss of productivity to end user.

• Diagnoses and resolves problems associated with networked multi-function laser printers, servicing hardware with fuser and drum kit replacements, adjusting local configuration settings as required and provides support on “Intelligent Secure” printing features.

• Performs the periodic maintenance of all equipment based on manufacturers’ warranty requirements and recommendations or, where no such requirements or recommendations exist, decides on an appropriate maintenance schedule based on knowledge and analysis of the equipment and its frequency of use.

• Uses PC-based applications for diagnostic and administrative purposes.

• Utilizes test equipment, such as oscilloscopes, digital multi meters, network/cable testers and telephone test sets.

• Inspects new equipment and installations prior to insertion into service.

• Installs, tests, repairs, services and modifies electronic equipment to a third (component) level. Assists others in the installation of electronic equipment and systems as required, under the Capital Project Works program.

• Maintains own tools and equipment and specialized tools and equipment supplied by Metrolinx.

• Maintains an inventory system for all units, components and spare parts, ensuring proper levels of stock and security.Keeps accurate historical records of all I&I.T. equipment installed in field.

• Adheres to authorized policies, processes and procedures within the guidelines of IT standards.

• As required in the field, participates in I&IT, Capital Project Group, Fare System Group and related projects, routine power outages and facilities management activities at remote sites usually after hours or weekends.

• Makes purchases using corporate credit card and prepares requisition for Supervisor’s approval for miscellaneous parts, components, materials and spares, as required.

• Must maintain Metrolinx business vehicle as per Metrolinx/GO Transit Operating requirements. Operates and maintains assigned vehicles, equipment and tools safely and in a clean and serviceable condition and keeps logs relative to their serviceability.

• Occasionally directs the work of others, including training peers.

• Occasionally monitors the operation of on-site contractors, as generally instructed, and refers any problems to Supervisor.

• Occasionally interacts with customers/passengers and the general public to provide travel assistance / information, as required.

KNOWLEDGE GAINED BY FORMAL EDUCATION AND PREVIOUS TRAINING

Minimum three (3) years community college program with knowledge of Electronics and computer science field, with particular emphasis on network technology program, or equivalent experience. CompTIA A+, Network + and multi-function printer certification or equivalentis required. Microsoft Certified Professional (MCP) and Help Desk Professional certification is desirable. Must obtain job-related certifications as required. Must have valid Ontario Class “G” drivers licence and must meet corporate standard for a good driving record. Must be able to obtain and maintain First Aid and CPR certifications. Must successfully complete environmental, safety and any other training required by corporate policy, including USRC and CN Contractors Familiarization Certificate. Must obtain P.A. and CCTV corporate systems operations and support training. Must obtain corporate customer engagement / customer service management training.

KNOWLEDGE GAINED BY EXPERIENCE

Minimum three years’ experience with proven skills in installing, configuring and supporting end-user desktop software and peripherals devices, in a networked environment. Minimum three years of practical experience in the repair, testing and maintenance of electronic / mechanical equipment, and knowledge of microprocessor based equipment. Minimum three years’ experience in supporting desktop technologies, principals and practices of customer service associated with Single Point of Contact (SPOC) service desk, demonstrating resourcefulness and excellent customer service and problem solving skills. Advanced knowledge of Microsoft OfficeSuite and current Windows operating systems. Familiarity with Service Desk ticketing applications preferred. Advanced technical knowledge to troubleshoot and repair electronic / I.P. and telecommunications field equipment, multi-function printers, scanners and devices.

Excellent organizational, interpersonal and customer service skills are a requirement. Ability to engage secondary support groups, peer groups, customers and management effectively through verbal and written communication, on a regular and ongoing basis. Demonstrable analytical, problem determination and resolution skills are essential for cost-effective and timely fixes of service faults encountered in the field.

Must also have knowledge of pertinent Health and Safety Regulations.

JUDGEMENTS MADE

Reference and guidance is provided by accepted IT methodologies, documentation, Information Technology Service Level Agreements (SLA), Operating Level Agreements (OLA) and corporate policies and procedures.

Judgement is made in clarifying and selecting the most appropriate, timely and cost-effective response to reported problems; when researching and testing computer equipment and software configurations; when interpreting users’ requirements and providing the most effective technical response; when recommending IT procedures and preparing documentation; when communicating with external providers; when responding to users / customers who may be frustrated and upset; when establishing priorities between competing tasks.

Must exercise judgement with regard to repairs, replacements, alterations and modifications to IT provided electronic, network and other equipment. Other decisions would be referred to a supervisor.

CONTRIBUTION TO POLICY (Describe input to policy making process and/or long term corporate/department planning, how it occurs, and at what level)

Recommends improvements to service desk, computer builds, deployment procedures or identifies areas of improvement while working in the field. Reference and guidance are provided by accepted IT methodologies, documentation, corporate policies and procedures.

PROGRAM/DECISION IMPACT AND SCOPE

Failure to install or repair equipment correctly could result in injury to employees or public. Erroneous decisions in emergency situations could cause loss of revenue, public complaint.

Errors made while configuring, installing and deploying fare system, customer facing information systems, computer equipment and software or poor problem resolution could result in equipment damage, ineffective delivery, significant interruption of productivity for business users and possible network impacts. Poor communications or interactions with customers could lead to loss of confidence in IT / Metrolinx, and may result in financial impact or additional costs to the organization.

Confidentiality:

Position may have occasional access to corporate data where disclosure or misuse could have financial and/or legal consequences or cause embarrassment to the organization.

INTERNAL/EXTERNAL CONTACTS

Internal

Regular contact with all Metrolinx offices and levels of management within Metrolinx while providing support of fare systems, customer facing information systems, computer equipment, telecommunications systems, software and peripherals. Establish and maintain effective working relationships with those contacted in the course of work.

External

Regular contact with manufacturer and vendors for placing orders and for regular technical support. Regular contact with project managers in the course of implementing capital project work. Occasional contact with passengers and general public as required.

WORKING CONDITIONS AND LEVEL OF EFFORT (Consider the job environment, degree of physical stress, and the intensity of mental concentration required)

Required to lift heavy equipment on a daily basis. Visual concentration would be required to read blueprints, effect equipment repairs and driving service vehicle. A high degree of mental concentration, and manual dexterity, is sometimes required to troubleshoot electronic equipment. Is required to be On-Call on a rotational basis. Prolonged periods of travelling within GTHA, with frequentexposure to inclement weather conditions and noise, with risk of contact with high voltage and / or electro-mechanical radiation.

Accommodation:

Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email [email protected].

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.