I&IT Field Support Services Technician
Metrolinx · Canada
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 equivalent is 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, demonst