NetOps Support Desk Representative - Canadian National Railway Company
Homewood, IL
About the Job
At CN,everyday brings new and exciting challenges. You can expect an interestingenvironment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities 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, safety-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 with a regular workweek from Monday to Friday. 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
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
· 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
About CN
CN is a world-class transportation leader and trade-enabler. 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. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.
CN is an Equal Employment Opportunity Employer. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, religion, national origin, age, or disability, assuming an individual can perform the essential functions of the job with or without accommodation. Only qualified candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.
