OSI System Technician

The On-Site Infrastructure Systems Technician maintains the server and infrastructure in all of North America by tracking infrastructure activity, performing upgrades of OS software, maintaining server hardware, addressing technical problems, and improving efficiency by evaluating system functions. On-Site Infrastructure Systems Technician are tasked with ensuring all DSI guidelines and security doctrine are complied with and reporting on global objectives around OSI. On-Site Infrastructure Systems Technicians are responsible for managing business/customer needs and expectations and working closely with the business on infrastructure projects. Day-to-day activities will include server operations, system development projects, capacity planning, customer relations, and technical documentation. An estimated 20% travel will be required within North America.

Operations:

• Support, manage, develop, implement, and troubleshoot all on-site infrastructure, including NetBackup server, NetApp server, Windows Servers, Linux servers, and other infrastructure as required
• Support, manage, develop, implement, and troubleshoot all local data rooms at remote locations.
• Ensure all Infrastructure is compliant with DSI Security doctrine, including business infrastructures
• Manage the Manage Print program for North America
• Ensure all infrastructure is monitored utilizing the SG standard monitoring solution.
• Provide disaster recovery testing for all critical on-site infrastructure and ensure details are documented and communicated to stakeholders.
• See to the handling and proper description of incidents
• Monitor and validate the resolution of incidents and problems, and allocate appropriate priorities
• See to the handling of service requests (major or minor changes), their recording, and the follow-up of their implementation
• Participate in the change process
• Lead the local technical committee
• Maintain at a technical level all technical assets in accordance with Saint-Gobain standards

Systems development projects

• Participate in the technical scoping of the functional need expressed by the entity to the BRM
• Participate in the solution implementation project
• Accept the technical solution with the project manager
• Draft and develop the operational record
• Develop complex project requests

Capacity Planning

• Monitor resource use and follow up on the performance of the systems’ different components (through technical indicators)
• Guarantee the needs-resources fit
• Responsible for technical assets: in charge of all technical assets (servers, storage, back-up, printers…), ensure updates to the inventory, the mapping, and technical documentations concerning infrastructures.

Customer Relations

• Ensure that customer needs are considered in line with the strategy defined by DSI Group.
• Measure customer satisfaction and provide reporting.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Resolves service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Build sustainable relationships and trust with customers

Technical Documentation

• Responsible for creating technical documents and manuals, explaining complex information in a clear and concise manner and working with SGTS teams to ensure accuracy of detailed descriptions.
• Plan, develop, organize, write, and edit operational procedures and manuals

• A Bachelor’s degree in computer science is required
• Knowledge of Project Management Methodologies
• 5-7 Years with Server technologies experience
• Server and Infrastructure Management: Expertise in maintaining and troubleshooting server hardware, operating systems, and infrastructure components across multiple locations.
• OS Software Upgrades and Patching: Proficiency in planning, executing, and verifying system updates, patches, and upgrades for various OS platforms.
• Technical Problem-Solving: Strong analytical skills to diagnose issues quickly and implement effective solutions to minimize downtime.
• Security and Compliance: Knowledge of security protocols, guidelines, and industry best practices to ensure infrastructure adheres to security policies and standards.
• Capacity Planning and Performance Tuning: Ability to monitor system performance, forecast capacity needs, and optimize infrastructure to meet current and future demands.
• Project Management and Collaboration: Experience working with business units on infrastructure projects, including planning, execution, and stakeholder communication.
• Documentation and Reporting: Skills in creating detailed technical documentation, activity logs, and compliance reports aligned with global and organizational objectives.
• Customer Relations and Support: Strong communication skills to manage customer expectations, provide support, and foster positive relationships with stakeholders.
• Knowledge of Network and Connectivity: Understanding of networking principles, protocols, and bandwidth management is critical to infrastructure operations.
• Willingness to Travel: Flexibility and preparedness for regular travel within Canada, and occasional travel to the US, to support on-site activities and projects.