NetOps Support Desk Representative
Hiring Salary Range : $ 70,000.00 - 92,000.00
This range represents the hiring range. Salaries are determined individually depending on skills and experience. You will also be eligible to an annual bonus, employee share investment program (ESIP), Pension, Benefits, Railroad Retirement Benefits (RRB) and other perks.
At CN , everyday brings new and exciting challenges . Y ou can expect a n interesting environment where you're part of making sure our business is running opti mally and safely - helping keep the economy on track . W e provide the kind of paid training and opportunit ies that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safe ty-focused culture working together as ONE TEAM . The careers we offer are meaningful because the work we do matters. Join us!
Job Summary
The NetOps Support Desk Representative is responsible for providing technical assistance and support related to CN's Positive Train Control Systems which includes locomotive, signals, communications, and back office computer systems hardware and software. The incumbent responds to queries, runs diagnostic programs, isolates problems, determines and assists internal customers. The position also takes part in CN's fuel initiatives, and investigates and documents failures and other issues.
Main Responsibilities
Technical Assistance and Support
• Follow standard help desk procedures in order to respond and resolve issues reported to PTC Help Desk including opening, documenting, and closing tickets based on communications with appropriate stakeholders
• Diagnose and resolve technical hardware and software issues
• Research questions using available resources
• Administer help desk software
• Stay current with system information, changes and updates
• Proactively monitor trains to detect issues
• Run reports as required
• Follow up with train crews and management on ongoing fuel initiatives
Working Conditions
The role has standard working conditions in an office environment and requires Shiftwork, which includes rotating days and nights. The incumbent must be available to work shifts and weekends when necessary. The role requires minimal travel (up to 20%).
Requirements
Experience
Technical Help Desk
• Between 3 to 5 years of transferable experience in a technical help desk environment or 3 to 5 years railroad experience.
o Experience working with HP Service Manager (HPSM) or other industry leading service management platform
o Previous experience with problem analysis, problem solving and troubleshooting
o Experience in CN Operations and familiarity with PTC
o 2 years of Information and Technology (IT) service management experience
Any experience for these above would be considered as an asset
Education/Certification/Designation
• High School Diploma or General Education Diploma (GED)
• Must be at least 18 years of age
• Valid driver's licence
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• Bachelor's Degree in Engineering, computer sciences
Any designation for these above would be considered as an asset
Competencies
• Collaborates with key internal stakeholders to enable higher productivity
• Shares timely information within and across functions to get things done effectively
• Follows safety procedures, information security instructions and Environmental, Social and Governance (ESG) principles to lead by example
• Responds with agility
• Applies analytical thinking to make recommendations that pursue sustainable performance
• Tracks metrics and is accountable
• Deals with pressure and change by staying calm to quickly adapt to changes
Technical Skills/Knowledge
• Ability to provide written and verbal instructions including technical writing skills required for internal and external documentation
• Ability to communicate on a technical level with Engineers, customers, and team members
• Ability to read and interpret technical documents
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• General Microsoft computer skills
• Knowledge of the railroad industry
Any knowledge for any of the above would be considered as an asset
This position is posted as a grade 10.
About CN
CN is a premium railroad that sustainably generates value for our customers, shareholders, employees, and stakeholders with an unwavering commitment to safety and service. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. CN's network connects Canada's Eastern and Western coasts with the U.S. South through a 20,000-mile rail network. CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN powers the North American economy and is committed to programs supporting social responsibility and environmental stewardship.
At CN, we are dedicated to building North America's safest , most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates often don't apply unless they feel they fit the job posting at 100%. To all potential applicants, even if you don't meet every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please get in touch with our team at cnrecruitment@cn.ca .
As an equal opportunity employer, qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.
Please monitor your email on a regular basis as communication to applicants is done via email.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Leave of Absence
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Pension
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
- Leadership Training Program
- Associate or Rotational Training Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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