IT OT Support Technician

• Open, track, action, and close incidents and IMAC (Installs, Moves, Adds, Changes) request tickets, adhering to support and change management principles and act as a site level escalation point for IT/OT and stakeholder communication.
• Perform daily system health checks, address issues, documenting results, including maintaining of systems performance and troubleshooting outages as per Service Level Agreements and utilizing global IT systems and tools for monitoring and IT systems management.
• Facilitate assigned infrastructure projects and provide subject matter expertise to diagnose and remedy system and infrastructure issues escalated by the business, project stakeholders and/or other members of the IT/OT team.
• Collaborate with the Managed Services team on any system issues and alerts, escalating critical incidents to the site and Global IT/OT team as necessary, while maintaining stakeholder communication.
• Maintain an agile mindset with constant focus on supporting the delivery of solutions for the assigned region and support the configuration, installation and testing of current and/or new systems.
• Assist with requirements gathering and infrastructure designing and scoping solutions for new initiatives and supporting regional development initiatives including the setup of new branch offices, and required IT infrastructure with international and regional travel a requirement.
• Facilitate local infrastructure procurement, hardware requirements, software/license requirements and asset management, adhering to Northland Power’s procurement process.
• Contribute/develop documentation of processes, systems, and configurations.
• Assist in the creation, support and maintenance of operational documentation as relating to IT/OT Infrastructure across assigned site(s)/project(s)
• Ensure security guidelines are followed and maintained based on global standards and other related IT/OT policies, processes & standards.

• Bachelor’s degree in computer science or equivalent would be an asset.
• 5 years of experience as a support / network / systems administrator with a proven track record of excellent service
• Experience supporting an OT/ICS environment, knowing Scada is an advantage, but not essential.
• In-depth knowledge of networking, security architecture, securing and hardening of operating systems, networks, databases, and applications.
• Working knowledge of regional IT/OT compliance requirements
• Strong understanding of security principles and their best practices
• Strong understanding and experience with identity management platforms
• Implementation and design/support experience with Microsoft Technologies including (but not limited to):

• Azure
• O365
• File & print services
• SQL
• Experience with Storage Area Network and Network Attached Storage
• Ability to physically rack, stack IT equipment across multiple locations.
• Basic Palo-Alto and Cisco Next-generation security appliances.
• Cisco iOS, networking tools and concepts, TCP/IP fundamentals.
• SAML / IDP / Single Sign On platform experience is an asset

Taylor Hopkinson