IT Service Desk Support Analyst Level 1

IT Service Desk Support Analyst Level 1 at TELUS Agriculture & Consumer Goods

TELUS Agriculture & Consumer Goods is tackling one of the most pressing social challenges of our time – achieving more efficient production while lowering the impact on the environment. We believe that by delivering data insights and technology solutions that empower and connect producers to their consumers, we can improve the quality, safety and sustainability of our food and consumer goods globally.

We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the supply chain, from ag input manufacturers and farmers through to consumer goods companies and their retail / foodservice channels. Our solutions enable our customers to optimize their businesses with more accuracy, efficiency and profit to create unified, trusted and sustainable food and consumer goods value chains.

Today we serve the top Consumer Packaged Goods and Agriculture companies across the globe through our acquired and integrated best-in-class solutions, but we are still building awareness of our brand as TELUS in these industries.

Are you ready to embark on an electrifying journey that will revolutionize the global food system? Seize this opportunity to join the trailblazing team at TELUS Agriculture and Consumer Goods (TAC) - a powerhouse committed to disrupting the status quo with state-of-the-art applications that leverage data to reimagine the way we approach food!

We are not just a team; we are an inspired collective on a relentless mission to establish the most trusted food system worldwide, unraveling transformative insights and optimizing processes from the fields to your plate. At TAC, we are more than just individuals; United in passion and purpose, we collaboratively breathe life into these extraordinary opportunities.

Our Team and What We'll Accomplish Together

The IT Service Desk Support Analyst Level 1 provides 1st Level Support and monitoring to IT systems and integration solutions. This role reports into the Support Team Leader.

• Salesforce experience is a plus.
• Work in a team with other experienced Support Analysts.
• Provide client support and issue resolution via E-mail, telephone, and other electronic mediums.
• Work closely with customers, building a good working relationship.
• Create, manage, and resolve support tickets raised against technical issues within agreed time limits.
• Monitor the Cirrus and ICE applications and services, ensuring issues are escalated/resolved.
• Perform basic troubleshooting of problems with hosted applications/services and client applications.
• Support the roll-out of new applications/customers.

What You'll Do

A Level 1 Support Technician will typically join with less than 12 months experience, or as a fresh graduate. You may bring some skills in Linux and MySQL, and a basic understanding of XML; the rest will be learned on the job. By the time probation is completed (within 6 – 12 months), you should be able to meet most, if not all, the criteria below. The most important skills to demonstrate are written and spoken communication, especially to external customers, good ticket accuracy, and an appropriate “sense of urgency” to prioritize, identify, and escalate issues proactively.

• Be comfortable with core troubleshooting principles for messages or issues.
• Conduct core connectivity tests and gather information for Level 2 escalation.
• Maintain and add to knowledge base documentation.
• Ensure good ticket accuracy (correct account, group, category, sub-category, time entries, contact, follow-up).
• Proactively identify ongoing issues and escalate where required.
• Possess good written and spoken communication skills for external customers and internal teams.
• Demonstrate a good understanding of XML and related concepts, including identifying syntax issues and problems in payloads (e.g., invalid characters).
• Understand XML validation (XSD and Schematron) and validate messages locally.
• Be familiar with document formats: XML, EDI, IDOC, and CSV files.
• Have base knowledge of Unix / Linux commands (mv, cp, grep, find, transferring messages, tail, less, ps).
• Possess base knowledge of MySQL & database commands (select, insert, update, delete, backup).
• Understand XSLT and Flat File transforms (XPaths, XSLT templates, conditional checks, operators, functions, lookups).
• Be proficient in Version Control: compare versions for troubleshooting, commit, tag in GIT, deploy changes via ADM, and commit in SVN (for APAC staff).
• Be familiar with transport technologies: AS2, X400, HTTP, SMTP, SFTP.
• Have base knowledge of v2 and v3 Adapters: troubleshoot existing config, set up local adapter config for testing, troubleshoot errors.
• Be comfortable with foundational investigation (gathering source data, logs, config, mappings).
• Understand Hub Management basics and Security Certificates (private key, keystore, public/private certs, SSL vs. encrypt/decrypt).
• Possess good knowledge of at least 1 Proagrica web app (one being AIMS).
• Have good knowledge of Dashboard Plus and ICE / CALM (no missed failures/in-progress messages, alert to VIP queue issues, no unattended alerts, regularly maintaining dashboard).
• Demonstrate foundational knowledge of JMS and SonicMQ (Dead Message Queue, JMS test client, queues vs. topics).
• Be able to identify configuration and mappings (how a message gets from A to B and involved Adapters) with some assistance.

What You Bring

Experience

• Recent graduate or some previous 1st level experience.
• BS Engineering/Computer Science or equivalent experience required.

Required Skills

• Highly self-motivated and proactive.
• Strong communication and documentation skills (written and oral).
• Excellent customer service skills and a desire to help people.
• Good working knowledge of MS Windows and Unix/Linux OS.
• Working knowledge of XML concepts.
• Understanding of relational databases and SQL Queries.
• Analytical approach to troubleshooting.
• Team player attitude and excellent interpersonal skills.

Although not required, any knowledge or experience in the following will be highly regarded:

• XSLT/XPATH
• Previous experience in IT support.
• MySQL

Join us

Collectively, our talented team and integrated solutions uniquely position us to transform collaboration within the industry at a global level, empowering and connecting producers to consumers for a more efficient, sustainable future. Everyone belongs at TELUS Agriculture & Consumer Goods. It doesn't matter who you are, what you do or how you do it, at TELUS Agriculture & Consumer Goods, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion for enabling remarkable human outcomes? Together, let's make the future friendly.

TELUS Agriculture & Consumer Goods is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Key skills/competency

• IT Support
• Service Desk
• Troubleshooting
• Linux
• MySQL
• XML
• Customer Service
• Ticket Management
• Technical Support
• Data Insights