IT Service Desk Support Analyst Level 1

Our Impact and Mission

TELUS Agriculture & Consumer Goods is a vibrant workplace, distinguished by our diverse team and their unique contributions. Our success stems from both our future-friendly team and our innovative technology solutions. We're tackling the crucial challenge of achieving more efficient production while reducing environmental impact by delivering data insights and technology solutions that connect producers to consumers, enhancing the quality, safety, and sustainability of food and consumer goods globally.

We provide a comprehensive suite of innovative solutions and purpose-built applications across the entire supply chain, from ag input manufacturers to consumer goods companies. Our solutions empower customers to optimize their businesses for greater accuracy, efficiency, and profit, fostering unified, trusted, and sustainable value chains.

Join the trailblazing team at TELUS Agriculture & Consumer Goods (TAC) to revolutionize the global food system. We are a passionate collective committed to establishing the most trusted food system worldwide, unraveling transformative insights and optimizing processes from fields to plates. United in purpose, we collaboratively bring extraordinary opportunities to life.

Our Team And What We'll Accomplish Together

As an IT Service Desk Support Analyst Level 1, you will provide first-level support and monitoring for IT systems and integration solutions, reporting directly to the Support Team Leader. This role offers the opportunity to work alongside experienced Support Analysts and contribute to our high-performance culture.

• Provide client support and issue resolution via E-mail, telephone, and other electronic mediums.
• Work closely with customers, building strong working relationships.
• Create, manage, and resolve support tickets for technical issues within agreed time limits.
• Monitor Cirrus and ICE applications and services, ensuring issues are escalated or resolved promptly.
• Perform basic troubleshooting for problems with hosted and client applications/services.
• Support the roll-out of new applications and customers.

What You'll Do

A Level 1 Support Technician typically joins with less than 12 months of experience or as a recent university graduate. While some basic skills in Linux, MySQL, and XML are beneficial, most of the advanced knowledge will be acquired on the job. Key skills to demonstrate include exceptional written and spoken communication, particularly with external customers, high ticket accuracy, and an appropriate “sense of urgency” to prioritize, identify ongoing issues, and escalate when necessary.

By the end of your probation (typically 6-12 months), you should be proficient in the following:

• Comfortable with core troubleshooting principles, including conducting connectivity tests and gathering information for Level 2 escalation.
• Maintaining and expanding knowledge base documentation.
• Ensuring good ticket accuracy (correct account, group, category, sub-category, time entries, contact, follow-up responses).
• Proactively identifying and escalating ongoing issues.
• Demonstrating strong written and spoken communication skills with both external customers and internal teams.
• Possessing a good understanding of XML and related concepts, including identifying syntax issues and validating messages (XSD, Schematron).
• Familiarity with document formats such as XML, EDI, IDOC, and CSV files.
• Having base knowledge of Unix / Linux commands (mv, cp, grep, find, transferring messages, tail, less, ps).
• Having base knowledge of MySQL & database commands (select, insert, update, delete, backup).
• Understanding XSLT and Flat File transforms (XPaths, XSLT templates, conditional checks, operators, functions, lookups).
• Competent in Version Control, including comparing versions for troubleshooting, committing/tagging in GIT, deploying changes via ADM, and committing in SVN (for APAC staff).
• Familiarity with transport technologies like AS2, X400, HTTP, SMTP, SFTP.
• Base knowledge of v2 and v3 Adapters, including troubleshooting existing configurations, setting up local configurations for testing, and resolving adapter errors.
• Comfortable with foundational investigation for any issue (gathering source data, logs, config, mappings).
• Understanding Hub Management basics.
• Basic knowledge of Security Certificates (private/public keys, keystore passwords, SSL vs. encryption).
• Good knowledge of at least one Proagrica web app (e.g., AIMS).
• Proficient with Dashboard Plus and ICE / CALM (no missed failures, alert to VIP queue issues, no unattended repeated alerts, regular dashboard maintenance).
• Foundational knowledge of JMS and SonicMQ (Dead Message Queue, JMS test client, queues vs. topics).
• Ability to identify configuration and mappings with some assistance (e.g., tracing message flow and involved Adapters).

What You Bring

We are looking for recent graduates or individuals with some prior first-level support experience. A BS in Engineering/Computer Science or equivalent experience is required.

Required Skills:

• Highly self-motivated and proactive.
• Strong communication and documentation skills (written and oral).
• Excellent customer service skills and a genuine 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.
• Demonstrated analytical approach to troubleshooting.
• Team player attitude and excellent interpersonal skills.

Highly Regarded (Not Required):

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

Join Us

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.

TELUS Agriculture & Consumer Goods fosters an inclusive culture that embraces diversity. Your unique contributions and talents will be valued and respected, as diverse perspectives are crucial to understanding customer needs and community requirements. We offer accommodation for applicants with disabilities as required during the recruitment process.

Key skills/competency

• IT Service Desk
• Customer Support
• Technical Troubleshooting
• System Monitoring
• XML
• Linux/Unix
• MySQL/SQL
• Ticket Management
• Communication Skills
• Analytical Thinking