Customer Service Representative (Peterborough, ON)

Our Public Sector client in Peterborough, ON is looking to hire a “Customer Service Representative” for 3 months of contract role.

As a “Customer Service Representative” you will serve as the first point of contact for callers in a call-centre environment, providing quality customer service and accurate information.

Responsibilities:

  • Listen carefully and understand customer requests and inquiries, in a high-volume inbound call centre
  • Leverage a knowledge base and informational materials to offer guidance to callers and provide them with accurate information
  • Escalate concerns/questions as needed
  • Represent our organization professionally to callers

The best person for this role is a quick learner who thrives in a fast-paced environment and enjoys the variety that comes along with working in a high-volume setting. They are engaging communicators, with strong people skills and a desire to help others.

If this sounds like you, we want to meet you! 

The Details:
This is a full-time temporary position, with a three-month contract to start and some possibility of extension. You will work Monday to Friday, during standard business hours.

Qualifications:

  • Experience in a customer service role in a call-centre environment
  • Experience using an online ticketing system, CRM, or similar platform, for handling and documenting calls
  • Bilingual in English/French is strongly preferred
  • Ability to pass a criminal record background check.
     

ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.”

ewemi

Service Desk Analyst (in St. Catharines, Ontario)

Our Public Sector client in St. Catharines, ?ON is looking to hire a “Service Desk Analyst” for 3 months of contract role.

As a “Service Desk Analyst”” is responsible for enhancing the end-user experience to provide front-line technical support services.  While working with a diverse team, you will act as the single point of contact for client partners (vendors) while keeping current with all requirements specific to client and account services.

Responsibilities:

  • Collect contact and information from users, open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems
  • Diagnose and identifying problems utilizing tools from a knowledge management system, specialized hardware and software tools
  • Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN)
  • Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system.
  • Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are being met in accordance with established service level agreements.
  • Monitor incidents and advise support group of potential/upcoming and actual Service Level breaches
  • Prepares related documentation on system service and maintenance including service request forms, service logs and records
  • Notify Incident Coordinator when a potential Severity 1 incident has been detected.
    Assign unresolved requests to the appropriate Sr. Service Desk Analyst/Subject Matter Lead.
  • Ensure assigned tickets are handled appropriately during off shift, turnover ongoing activities to next on-site analyst
  • Provide technical services as part of a systems project team by carrying out investigations of new hardware and software developments, assessing potential application to client systems and preparing reports with recommendations to the Team Lead, Sr Analysts/SMEs
  • Maintain contact with external service suppliers and software manufacturers to discuss and evaluate new services and hardware/software for applications.
  • Prepare communications/information materials in conjunction with Team Lead/Sr. Analysts/SMEs, maintain current knowledge for respective accounts/services and of the
  • IT field through attendance at related courses, seminars, presentations, demonstrations, and trade shows.
  • Provide technical services to support system projects for the investigation of new technology developments.

Knowledge:

  • Job requires knowledge of all Microsoft OS Platforms, Microsoft Office Suite, Desktop Hardware troubleshooting, Blackberry troubleshooting packages to utilize structured troubleshooting techniques and diagnose user/account/client system hardware and software problems
  • The ability to provide advice on effective use of computers and standard software for their business applications and carry out assessments of new hardware and software technologies
  • Knowledge of LAN/WAN and telecommunications, desktop networks (e.g. Token Ring) and related hardware (e.g. Intel-based PC's, network adapters, modems, CD-ROMS, printers and plotters) to install and configure new computer hardware and software, prepare service and maintenance documentation, develop and test desktop software components to meet client needs, prepare information materials for clients on computer equipment utilization, analyze problems and conduct minor repairs to ensure desktop and notebook systems are operating in accordance with service level agreements.

Working Hours:
This resource will work anywhere from 20 to 36.25 hours per week. 

Skills & Qualifications:

Mandatory (Must Haves)

  • 1-2+ Years of previous help desk/technical support/service desk experience in a “Big Desk”, high volume contact center environment analytical and problem solving skills to identify and assess user/account/client system problems resulting from equipment failures, operating system configurations and application errors, recommend/initiate solutions using diagnostic hardware and software applications and techniques and recommend most effective utilization of computers and software applications.
  • The ability to plan, organize and prioritize tasks in a high-pressure environment.
  • A strong customer service orientation with a bias for action in order to meet client and service level agreement requirements.
  • Analytical and evaluative skills to classify and categorize incidents and to notify Incident Coordinators when a potential Severity 1 incident has been detected.
  • Interpersonal and oral communication skills to discuss system failures with clients and recommend/explain solutions and concepts in non-technical term.
  • Written skills to prepare system service documentation, develop reports with recommendations for improvements to systems architecture and prepare aspects of information materials.

ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.”

ewemi

Service Desk Analyst (in North Bay, Ontario)

Our Public Sector client in North Bay, ON is looking to hire a “Service Desk Analyst” for 3 months of contract role.

As a “Service Desk Analyst”” is responsible for enhancing the end-user experience to provide front-line technical support services.  While working with a diverse team, you will act as the single point of contact for client partners (vendors) while keeping current with all requirements specific to client and account services.

Responsibilities:

  • Collect contact and information from users, open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems
  • Diagnose and identifying problems utilizing tools from a knowledge management system, specialized hardware and software tools
  • Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN)
  • Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system.
  • Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are being met in accordance with established service level agreements.
  • Monitor incidents and advise support group of potential/upcoming and actual Service Level breaches
  • Prepares related documentation on system service and maintenance including service request forms, service logs and records
  • Notify Incident Coordinator when a potential Severity 1 incident has been detected.
    Assign unresolved requests to the appropriate Sr. Service Desk Analyst/Subject Matter Lead.
  • Ensure assigned tickets are handled appropriately during off shift, turnover ongoing activities to next on-site analyst
  • Provide technical services as part of a systems project team by carrying out investigations of new hardware and software developments, assessing potential application to client systems and preparing reports with recommendations to the Team Lead, Sr Analysts/SMEs
  • Maintain contact with external service suppliers and software manufacturers to discuss and evaluate new services and hardware/software for applications.
  • Prepare communications/information materials in conjunction with Team Lead/Sr. Analysts/SMEs, maintain current knowledge for respective accounts/services and of the
  • IT field through attendance at related courses, seminars, presentations, demonstrations, and trade shows.
  • Provide technical services to support system projects for the investigation of new technology developments.

Knowledge:

  • Job requires knowledge of all Microsoft OS Platforms, Microsoft Office Suite, Desktop Hardware troubleshooting, Blackberry troubleshooting packages to utilize structured troubleshooting techniques and diagnose user/account/client system hardware and software problems
  • The ability to provide advice on effective use of computers and standard software for their business applications and carry out assessments of new hardware and software technologies
  • Knowledge of LAN/WAN and telecommunications, desktop networks (e.g. Token Ring) and related hardware (e.g. Intel-based PC's, network adapters, modems, CD-ROMS, printers and plotters) to install and configure new computer hardware and software, prepare service and maintenance documentation, develop and test desktop software components to meet client needs, prepare information materials for clients on computer equipment utilization, analyze problems and conduct minor repairs to ensure desktop and notebook systems are operating in accordance with service level agreements.

Working Hours:
This resource will work anywhere from 20 to 36.25 hours per week. 

Skills & Qualifications:

Mandatory (Must Haves)

  • 1-2+ Years of previous help desk/technical support/service desk experience in a “Big Desk”, high volume contact center environment analytical and problem solving skills to identify and assess user/account/client system problems resulting from equipment failures, operating system configurations and application errors, recommend/initiate solutions using diagnostic hardware and software applications and techniques and recommend most effective utilization of computers and software applications.
  • The ability to plan, organize and prioritize tasks in a high-pressure environment.
  • A strong customer service orientation with a bias for action in order to meet client and service level agreement requirements.
  • Analytical and evaluative skills to classify and categorize incidents and to notify Incident Coordinators when a potential Severity 1 incident has been detected.
  • Interpersonal and oral communication skills to discuss system failures with clients and recommend/explain solutions and concepts in non-technical term.
  • Written skills to prepare system service documentation, develop reports with recommendations for improvements to systems architecture and prepare aspects of information materials.

ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.”

ewemi

Service Desk Analyst (in Guelph, Ontario)

Our Public Sector client in Guelph, ON is looking to hire a “Service Desk Analyst” for 3 months of contract role.

As a “Service Desk Analyst”” is responsible for enhancing the end-user experience to provide front-line technical support services.  While working with a diverse team, you will act as the single point of contact for client partners (vendors) while keeping current with all requirements specific to client and account services.

Responsibilities:

  • Collect contact and information from users, open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems
  • Diagnose and identifying problems utilizing tools from a knowledge management system, specialized hardware and software tools
  • Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN)
  • Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system.
  • Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are being met in accordance with established service level agreements.
  • Monitor incidents and advise support group of potential/upcoming and actual Service Level breaches
  • Prepares related documentation on system service and maintenance including service request forms, service logs and records
  • Notify Incident Coordinator when a potential Severity 1 incident has been detected.
    Assign unresolved requests to the appropriate Sr. Service Desk Analyst/Subject Matter Lead.
  • Ensure assigned tickets are handled appropriately during off shift, turnover ongoing activities to next on-site analyst
  • Provide technical services as part of a systems project team by carrying out investigations of new hardware and software developments, assessing potential application to client systems and preparing reports with recommendations to the Team Lead, Sr Analysts/SMEs
  • Maintain contact with external service suppliers and software manufacturers to discuss and evaluate new services and hardware/software for applications.
  • Prepare communications/information materials in conjunction with Team Lead/Sr. Analysts/SMEs, maintain current knowledge for respective accounts/services and of the
  • IT field through attendance at related courses, seminars, presentations, demonstrations, and trade shows.
  • Provide technical services to support system projects for the investigation of new technology developments.

Knowledge:

  • Job requires knowledge of all Microsoft OS Platforms, Microsoft Office Suite, Desktop Hardware troubleshooting, Blackberry troubleshooting packages to utilize structured troubleshooting techniques and diagnose user/account/client system hardware and software problems
  • The ability to provide advice on effective use of computers and standard software for their business applications and carry out assessments of new hardware and software technologies
  • Knowledge of LAN/WAN and telecommunications, desktop networks (e.g. Token Ring) and related hardware (e.g. Intel-based PC's, network adapters, modems, CD-ROMS, printers and plotters) to install and configure new computer hardware and software, prepare service and maintenance documentation, develop and test desktop software components to meet client needs, prepare information materials for clients on computer equipment utilization, analyze problems and conduct minor repairs to ensure desktop and notebook systems are operating in accordance with service level agreements.

Working Hours:
This resource will work anywhere from 20 to 36.25 hours per week. 

Skills & Qualifications:

Mandatory (Must Haves)

  • 1-2+ Years of previous help desk/technical support/service desk experience in a “Big Desk”, high volume contact center environment analytical and problem solving skills to identify and assess user/account/client system problems resulting from equipment failures, operating system configurations and application errors, recommend/initiate solutions using diagnostic hardware and software applications and techniques and recommend most effective utilization of computers and software applications.
  • The ability to plan, organize and prioritize tasks in a high-pressure environment.
  • A strong customer service orientation with a bias for action in order to meet client and service level agreement requirements.
  • Analytical and evaluative skills to classify and categorize incidents and to notify Incident Coordinators when a potential Severity 1 incident has been detected.
  • Interpersonal and oral communication skills to discuss system failures with clients and recommend/explain solutions and concepts in non-technical term.
  • Written skills to prepare system service documentation, develop reports with recommendations for improvements to systems architecture and prepare aspects of information materials.

ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.”

ewemi

DevOps Developer

SUMMARY
Our public sector client is seeking a results-oriented IT professional to design, implement, and configure continuous integration and continuous delivery systems across many projects. While working with diverse software development and testing teams, you will build a set of technologies and procedures to improve development/deployment processes. You would also be writing code for various management tools and deployment utilities.

RESPONSIBILITIES
– Participate in cloud architectural design and analysis
– Implement Continuous Delivery solutions and help automate various stages of the deployment and testing processes by leveraging Infrastructure as Code
– Design, and develop scalable, high-performance, highly reliable Java EE applications
– Deliver pro-active systems usage and capacity monitoring of Linux operating environment
– Perform development, unit testing, and application testing individually and in collaboration with the team
– Perform code reviews
– Create and maintain technical documentation
– Perform others task assigned by the Reporting Manager

SKILLS & QUALIFICATIONS
– Minimum of 6 to 10 years of experience in developing scalable, high-performance, enterprise applications
– Working knowledge of the Systems Development Life Cycle (SDLC), Application deployment, testing, and release management processes to contribute to the development, delivery and on-going support of applications
– Expertise in building containers using pipelines such as GitLab, GitHub, Jenkins, etc.
– Expert level knowledge and experience in Java development and support

  • Expertise with Java technologies and frameworks: Spring, J2EE, JMS, Hibernate, etc.

– Demonstrated proficiency in the following technologies: JavaScript (Node.js, React.js, Vue.js), JSON, OpenAPI (Swagger), IDE (eg Eclipse), AngularJS, NodeJS, WebSphere, WebLogic, Tomcat, IIS, Apache Web Server
– Virtualization and in-depth Linux knowledge
– Cloud Experience – Knowledge of cloud operations tasks in regard to scalability, deployments and zero-downtime upgrades
– General cloud ops knowledge with at least one provider, private or public, such as attached volume lifecycle, auto scaling, cloud-config, security, instance lifecycle, etc.
– Troubleshooting large cloud infrastructure
– Ability to work independently and proactively within a team-oriented environment
– Excellent problem-solving skills
– Ability to learn quickly new technologies.

Dev/Operational Support
– Experience on supporting enterprise business and infrastructure projects
– Knowledge in Incident Management, Change Management
– Ability to perform performance analysis
– Experience in resource usage tracking, analysis
– Ability to perform log searches for problem solving, audit and performance checking
– Experience in emergency problem resolution

Support & Troubleshooting
– Strong problem solving, reasoning and trouble-shooting experience to provide advice and resolve data recovery issues in a multi-platform environment
– Support for pre-production and production systems on 7/24/365 basis for application and middleware
– Experience conducting system monitoring and performance and data integrity in accordance with ITIL standards

Communication, Leadership & Interpersonal Skills
– Strong oral and written communications and interpersonal skills with experience making presentation, liaising with staff to resolve issues, and working as part of a technical multidisciplinary team
– Based on management's request, the ability to provide support to internal and external clients on a 7/24 basis
– Experience in coordinating and providing leadership to staff and stakeholders.

ABOUT IAN MARTIN

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

Recruitment Officer

SUMMARY
Our public sector client is seeking an experienced and service-oriented Recruitment Officer to assist in our HR unit for approximately 1 month with the possibility of extension. The individual should have at least 2 to 3 years of experience and will be providing expertise and advice on the full cycle recruitment services.

RESPONSIBILITIES
Manage all aspects of the full-cycle recruitment process for multiple roles. Activities include but not limited to:
– Establishing of recruitment timelines with hiring party
– Preparing job postings for internal and/or external posts
– Screening candidates against job qualifications
– Conducting telephone interviews
– Providing input on appropriate selection tools
– Determining order of offers and communicating results (e.g. offering position or declining a candidate)
– Providing feedback on recruitment process and/or results as required
– Supporting other recruitment initiatives as required.
– Manage the data/metrics associated with the recruitment process to ensure all relevant data on applicants is available for analysis.
– Act as a coach/mentor on best practice recruitment techniques, current selection processes, recruitment tools & assessments

SKILLS & QUALIFICATIONS
– Knowledge and demonstrated expertise in full recruitment cycle (high volume recruitment)
– Experience working in a fast paced environment with competing demands
– Strong verbal/written communication skills
– Time management, organizational, planning, problem-solving skills
– Customer service skills and team-oriented

ABOUT IAN MARTIN:
Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

Account Clerk

SUMMARY
Our public sector client is seeking a detailed oriented individual with a track record of delivering results to exercises judgment and decision-making in complex clerical services.

RESPONSIBILITIES
– selecting, compiling, verifying and processing data obtained from multiple sources
– performing mathematical calculations; preparing and verifying billing sheets, receipts, invoices, purchase orders
– investigating discrepancies and expediting corrections
– ensuring the timely distribution of requisitions and other materials to the appropriate department
– proofreading, transcribing and inputting data obtained from multiple sources to generate, prepare and maintain complex reports, statements, invoices, records, spreadsheets, charts and other documentation/material
– updating database(s) with new information on an on-going basis
– composing and word processing/typing routine correspondence, purchase orders, invoices and other materials, often of a confidential nature
– performing other duties consistent with the job classification, as required.

SKILLS & QUALIFICATIONS
– Completion of Post-Secondary education (College of University) preferred
– 1-2 years experiences in WIB specialty and MVA billing, preferred
– Experience in a Microsoft Office software environment preferred, especially Excel and Word
– Good organizational and time management skills required
– Good interpersonal and communication skills required
– Very accurate data entry skills and attention to detail required
– Ability to perform routine work independently required
– Ability to work efficiently and effectively in a fast-paced environment
– Experience working in a health care environment an asset

ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

Customer Service Representative (St. Catharines, ON)

  • St. Catharines, ON
  • Temporary contract position (1 month, with possibility for extension) within the public sector
  • Stable day-time schedule, Monday to Friday during business hours
  • $17-$20 per hour
  • Bilingual (English/French) strongly preferred

You’re a customer service professional with call-centre experience, looking for a short-term opportunity through which you can make a meaningful difference in the lives of Ontarians.

You’re known for your friendly demeanor, professional and courteous phone presence, and your genuine care for the customers you serve. You put your customers first, and easily build connections as you operate with empathy, patience, and a sincere concern for solving their problems.

If you’re looking for a position where you can put your skills to use and start making a difference right away, look no further.

Our public sector client is currently seeking a Customer Service Representative to join their team on a temporary one-month assignment.

As our new customer service representative, you will serve as the first point of contact for callers in a call-centre environment, providing quality customer service and accurate information.

You will:

  • Listen carefully and understand customer requests and inquiries, in a high-volume inbound call centre
  • Leverage a knowledge base and informational materials to offer guidance to callers and provide them with accurate information
  • Escalate concerns/questions as needed
  • Represent our organization professionally to callers

The best person for this role is a quick learner who thrives in a fast-paced environment and enjoys the variety that comes along with working in a high-volume setting. They are engaging communicators, with strong people skills and a desire to help others.

If this sounds like you, we want to meet you! 

The Details:

This is a full-time temporary position, with a one-month contract to start and some possibility of extension. You will work Monday to Friday, during standard business hours. Depending on experience, you’ll earn between $17-$20 per hour.

Qualifications

  • Experience in a customer service role in a call-centre environment
  • Experience using an online ticketing system, CRM, or similar platform, for handling and documenting calls
  • Bilingual in English/French is strongly preferred
  • Ability to pass a criminal record background check 

ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

Customer Service Representative (Guelph)

You’re a customer service professional with call-centre experience, looking for a short-term opportunity through which you can make a meaningful difference in the lives of Ontarians.

You’re known for your friendly demeanor, professional and courteous phone presence, and your genuine care for the customers you serve. You put your customers first, and easily build connections as you operate with empathy, patience, and a sincere concern for solving their problems.

If you’re looking for a position where you can put your skills to use and start making a difference right away, look no further.

Our public sector client is currently seeking a Customer Service Representative to join their team on a temporary one-month assignment.

As our new customer service representative, you will serve as the first point of contact for callers in a call-centre environment, providing quality customer service and accurate information.

You will:

  • Listen carefully and understand customer requests and inquiries, in a high-volume inbound call centre
  • Leverage a knowledge base and informational materials to offer guidance to callers and provide them with accurate information
  • Escalate concerns/questions as needed
  • Represent our organization professionally to callers

The best person for this role is a quick learner who thrives in a fast-paced environment and enjoys the variety that comes along with working in a high-volume setting. They are engaging communicators, with strong people skills and a desire to help others.

If this sounds like you, we want to meet you! 

The Details:

This is a full-time temporary position, with a one-month contract to start and some possibility of extension. You will work Monday to Friday, during standard business hours. Depending on experience, you’ll earn between $17-$20 per hour.

Qualifications

  • Experience in a customer service role in a call-centre environment
  • Experience using an online ticketing system, CRM, or similar platform, for handling and documenting calls
  • Bilingual in English/French is strongly preferred
  • Ability to pass a criminal record background check 

ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

Service Desk Analyst (in North Bay, Ontario)

 

Location: North Bay, Ontario

Rate: $20.00/hour

Summary
Our public sector client is seeking a client-centric individual with a passion for enhancing the end-user experience to provide front-line technical support services.  While working with a diverse team, you will act as the single point of contact for client partners (vendors) while keeping current with all requirements specific to client and account services.

Responsibilities:

  • Collect contact and information from users, open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems
  • Diagnose and identifying problems utilizing tools from a knowledge management system, specialized hardware and software tools
  • Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN)
  • Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system.
  • Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are being met in accordance with established service level agreements.
  • Monitor incidents and advise support group of potential/upcoming and actual Service Level breaches
  • Prepares related documentation on system service and maintenance including service request forms, service logs and records
  • Notify Incident Coordinator when a potential Severity 1 incident has been detected.
    Assign unresolved requests to the appropriate Sr. Service Desk Analyst/Subject Matter Lead.
  • Ensure assigned tickets are handled appropriately during off shift, turnover ongoing activities to next on-site analyst
  • Provide technical services as part of a systems project team by carrying out investigations of new hardware and software developments, assessing potential application to client systems and preparing reports with recommendations to the Team Lead, Sr Analysts/SMEs
  • Maintain contact with external service suppliers and software manufacturers to discuss and evaluate new services and hardware/software for applications.
  • Prepare communications/information materials in conjunction with Team Lead/Sr. Analysts/SMEs, maintain current knowledge for respective accounts/services and of the
  • IT field through attendance at related courses, seminars, presentations, demonstrations, and trade shows.
  • Provide technical services to support system projects for the investigation of new technology developments.

Knowledge:

  • Job requires knowledge of all Microsoft OS Platforms, Microsoft Office Suite, Desktop Hardware troubleshooting, Blackberry troubleshooting packages to utilize structured troubleshooting techniques and diagnose user/account/client system hardware and software problems
  • The ability to provide advice on effective use of computers and standard software for their business applications and carry out assessments of new hardware and software technologies
  • Knowledge of LAN/WAN and telecommunications, desktop networks (e.g. Token Ring) and related hardware (e.g. Intel-based PC's, network adapters, modems, CD-ROMS, printers and plotters) to install and configure new computer hardware and software, prepare service and maintenance documentation, develop and test desktop software components to meet client needs, prepare information materials for clients on computer equipment utilization, analyze problems and conduct minor repairs to ensure desktop and notebook systems are operating in accordance with service level agreements.

Working Hours:
This resource will work anywhere from 20 to 36.25 hours per week. 

Skills & Qualifications:

Mandatory (Must Haves)

  • 1-2+ Years of previous help desk/technical support/service desk experience in a “Big Desk”, high volume contact center environment analytical and problem solving skills to identify and assess user/account/client system problems resulting from equipment failures, operating system configurations and application errors, recommend/initiate solutions using diagnostic hardware and software applications and techniques and recommend most effective utilization of computers and software applications.
  • The ability to plan, organize and prioritize tasks in a high-pressure environment.
  • A strong customer service orientation with a bias for action in order to meet client and service level agreement requirements.
  • Analytical and evaluative skills to classify and categorize incidents and to notify Incident Coordinators when a potential Severity 1 incident has been detected.
  • Interpersonal and oral communication skills to discuss system failures with clients and recommend/explain solutions and concepts in non-technical term.
  • Written skills to prepare system service documentation, develop reports with recommendations for improvements to systems architecture and prepare aspects of information materials.

ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.”

Service Desk Analyst (in Guelph, Ontario)

Location: Guelph, Ontario

Rate: $20.00/hour

Summary
Our public sector client is seeking a client-centric individual with a passion for enhancing the end-user experience to provide front-line technical support services.  While working with a diverse team, you will act as the single point of contact for client partners (vendors) while keeping current with all requirements specific to client and account services.

Responsibilities:

  • Collect contact and information from users, open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems
  • Diagnose and identifying problems utilizing tools from a knowledge management system, specialized hardware and software tools
  • Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN)
  • Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system.
  • Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are being met in accordance with established service level agreements.
  • Monitor incidents and advise support group of potential/upcoming and actual Service Level breaches
  • Prepares related documentation on system service and maintenance including service request forms, service logs and records
  • Notify Incident Coordinator when a potential Severity 1 incident has been detected.
    Assign unresolved requests to the appropriate Sr. Service Desk Analyst/Subject Matter Lead.
  • Ensure assigned tickets are handled appropriately during off shift, turnover ongoing activities to next on-site analyst
  • Provide technical services as part of a systems project team by carrying out investigations of new hardware and software developments, assessing potential application to client systems and preparing reports with recommendations to the Team Lead, Sr Analysts/SMEs
  • Maintain contact with external service suppliers and software manufacturers to discuss and evaluate new services and hardware/software for applications.
  • Prepare communications/information materials in conjunction with Team Lead/Sr. Analysts/SMEs, maintain current knowledge for respective accounts/services and of the
  • IT field through attendance at related courses, seminars, presentations, demonstrations, and trade shows.
  • Provide technical services to support system projects for the investigation of new technology developments.

Knowledge:

  • Job requires knowledge of all Microsoft OS Platforms, Microsoft Office Suite, Desktop Hardware troubleshooting, Blackberry troubleshooting packages to utilize structured troubleshooting techniques and diagnose user/account/client system hardware and software problems
  • The ability to provide advice on effective use of computers and standard software for their business applications and carry out assessments of new hardware and software technologies
  • Knowledge of LAN/WAN and telecommunications, desktop networks (e.g. Token Ring) and related hardware (e.g. Intel-based PC's, network adapters, modems, CD-ROMS, printers and plotters) to install and configure new computer hardware and software, prepare service and maintenance documentation, develop and test desktop software components to meet client needs, prepare information materials for clients on computer equipment utilization, analyze problems and conduct minor repairs to ensure desktop and notebook systems are operating in accordance with service level agreements.

Working Hours:

  • This resource will work anywhere from 20 to 36.25 hours per week. 

Skills & Qualifications:

Mandatory (Must Haves)

  • 1-2+ Years of previous help desk/technical support/service desk experience in a “Big Desk”, high volume contact center environment analytical and problem solving skills to identify and assess user/account/client system problems resulting from equipment failures, operating system configurations and application errors, recommend/initiate solutions using diagnostic hardware and software applications and techniques and recommend most effective utilization of computers and software applications.
  • The ability to plan, organize and prioritize tasks in a high-pressure environment.
  • A strong customer service orientation with a bias for action in order to meet client and service level agreement requirements.
  • Analytical and evaluative skills to classify and categorize incidents and to notify Incident Coordinators when a potential Severity 1 incident has been detected.
  • Interpersonal and oral communication skills to discuss system failures with clients and recommend/explain solutions and concepts in non-technical term.
  • Written skills to prepare system service documentation, develop reports with recommendations for improvements to systems architecture and prepare aspects of information materials.

ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.”

IBM Integration Bus (IIB) Specialist

Our public sector client is looking for a IBM Integration Bus (IIB) Specialist for a 7-month contract in Toronto, Ontario. The Consultant is required for coding and unit testing of interfaces created using IIB technology.

SUMMARY
The consultant will be responsible for translating functional specifications into working, tested applications. This includes developing detailed programming specifications, user interface designs, prototypes, writing and/or generating code, compiling data driven programs, conducting unit tests and debugging code.

In addition to above, the consultant is required to:

  • To be onsite for the first two weeks to build one or two interfaces
  • Work closely with the client's Resources Team to determine length of time to build and test each interface based on past experience.
  • Knowledge transfer and job shadowing with a member of the client's resource Team in the first two weeks and throughout the contract term

REQUIREMENTS
Working with any one or more of the technologies below, the consultant will lead in the coding and development of application components including: user interface, data services, data synchronization, and deployment services.

  • Candidate must have experience in implementing IBM Integration Bus (IIB) solutions in a complex environment
  • Lead in the application design, development, unit / system testing and deployment of the application message flows using IIB tools on Windows Server
  • Lead in project design and application JAD sessions / walkthroughs;
  • Development of required Software Architecture Documentation for the project;
  • Produce Use Cases, Class diagrams, component diagrams, state diagram etc.;
  • Create code modules, as well as other necessary system scripts and IIB modules
  • Develop documentation for testing, implementation, defect tracking as per the client's standards
  • Lead in, document and configure output from application design sessions
  • Lead in the Unit / System / Integration Testing
  • Development of user authentication and access component according to predefined business rules
  • Design and development of user and system interface(s)
  • Preparation of install packages (e.g. IIB BAR files) and install books as required
  • Provide input and complete documentation for the application deployment plan for the production environment;
  • Completion of all required documentation and system artifacts
  • Estimates for assigned tasks and percent complete
  • Develop and/or update technical documentations, including Operations/Support Guide
  • The consultant will provide a detailed list of all work/artefacts completed on the project
  • Attend any meetings related to the resolution of any request as required
  • Ensures knowledge transfer to internal staff – that is, upon leaving the project, the consultant will transfer over all information/research/code/documents, etc. to the client
  • Presentations (as required)
  • Briefing Notes (as required)
  • Status reports (as required)
  • Other Documentation (as required)
  • Undertake special assignments/sub-projects as assigned
  • Produce Other PMO and Enterprise Architecture documentation, as required
  • Candidate will perform Quality Assurance against existing developed IIB interfaces for best practices and security.

SKILLS AND QUALIFICATIONS

  • Acts as the senior technical advisor/expert
  • Provide the quality assurance/quality control of deliverables
  • Anticipates and resolves problems to ensure that the deliverables are completed within budget, to the highest quality, meeting or exceeding expectations
  • Identifies conflicts and communicates deliverable conflicts or issues to the engagement lead or client manager
  • Builds positive relationships by developing an understanding of business and deliverable needs
  • Develops processes and procedures for implementing the deliverables
  • Prepares reports, presentations, including options, recommendations, implementation plans, etc.
  • Meeting with clients to determine requirements
  • Clarifies a client's system specifications, understanding their work practices and the nature of their business
  • Defines software, hardware and network requirements
  • Develops agreed solutions and implementing new systems
  • Presents solutions in written or oral reports
  • Helps clients with change-management activities
  • Designs, tests, installs and monitors new systems
  • Prepares documentation and presents progress reports to clients
  • Knowledge and understanding of Information Management principles, concepts, policies and practices
  • We are looking for a candidate with solid technical experience in integration technology, particularly IBM Integration Bus 10, IBM MQ 9, and various development and database technologies (including Microsoft SQL Server). The candidate will assist with the development and deployment of a refreshed legacy IFIS Hub message flows using IIB

Skills Required (3+ year experience in each):

  • IBM Integration Bus 8+ (ESQL), including some experience with IIB 10
  • Advanced experience developing message flows using IIB Developers Toolkit for Windows
  • Experience with the following IIB nodes types:
  • SMB Client 
  • SFTP Client
  • IBM Connect:Direct
  • Oracle Client
  • Web Client
  • Data Parsing
  • Data Filtering
  • Data Validation
  • File Conversion
  • Server deployment, including IIB BAR file packaging
  • Oracle Database Stored Procedure
  • SQL Server Stored Procedure
  • Scalability/Performance/Tuning
  • IIB Best Practices
  • Encryption and Security
  • Auditing/Logging/Traceability
  • Team Foundation Server Source Control
  • IBM MQ 8+, including some experience with MQ 9 
  • Creating Queue Managers (MQ Explorer and Scripted)
  • Clustering on Windows
  • Windows Server 2012 
  • Failover Clustering

Rated Criteria

Endpoint Integration

Advanced experience developing message flows using IIB Developers Toolkit for Windows Server deployment, including the following:

  • Endpoint Integration o Oracle Database Stored Procedure
    • IBM WebSphere MQ
    • Web Service Hosting
    • IMS Connect

Message Processing Features

Advanced experience developing message flows using IIB Developers Toolkit for Windows Server deployment, including the following:

  • Message Processing Features
    • Message Throttling
    • Response Routing
    • XSLT Transformation
    • Scalability/Performance/Tuning       

Best Practices

Advanced experience developing message flows using IIB Developers Toolkit for Windows Server deployment, including the following:

  • IIB Best Practices o Message Flow Design
    • Encryption and Security
    • Auditing/Logging/Traceability
    • Source Control
    • Clustering
    • Backup
    • Deployment

IBM MQ

  • Creating Queue Managers (MQ Explorer and Scripted)
    • Clustering on Windows        

Windows Server

Experience with clustring on Windows Server

.NET Experience

  • Has general knowledge and experience with .NET

ABOUT IAN MARTIN

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.