The Technical Consultant is responsible for managing client relationships, providing technical support, troubleshooting software incidents, and collaborating with teams to implement solutions.
Core Responsibilities
- Client Relationship Management: Act as the primary point of contact for technical support inquiries regarding our Output Management software suite.
- Tiered Support: Provide comprehensive Level 1, 2, and 3 technical support for software solutions running on IBM z/OS (MVS) environments at client sites.
- Troubleshooting & Resolution: Diagnose and resolve complex technical and application-level incidents reported by clients.
- Patch Development: Investigate and correct incidents within relevant modules (COBOL, JCL, TSO/ISPF, etc.) to develop and deliver effective patches.
- Cross-Functional Collaboration: Partner with internal R&D/development teams and product experts, as well as external client operations teams to ensure seamless resolution.
- Quality Assurance: Define, develop, and execute non-regression test suites to ensure stability.
- Delivery & Implementation: Deploy patches and provide hands-on assistance to clients during their implementation.
- Technical Documentation: Author and maintain high-quality technical documentation, operational procedures, and knowledge-base articles.
- Continuous Improvement: Proactively contribute to the refinement and optimization of support processes and workflows.
Secondary Responsibilities
- Modern Platform Support: Provide L1/L2 support for modern software solutions (Windows clients, Windows Servers, or Linux/Kubernetes-based environments).
- Services Collaboration: Assist the Services team with document design projects using our next-generation software offerings.
Requirements
Required Technical Skills
- Mainframe Mastery: Strong proficiency in the IBM z/OS (MVS) ecosystem.
- Development Languages: Expert-level knowledge of JCL and COBOL.
- File Management: Solid understanding of VSAM file management systems.
- Domain Expertise (Preferred): Operational or technical knowledge of Output Management (e.g., print shop workflows, inserting/mailing processes, AFP print formats).
- Tooling: Experience with ticketing systems and collaborative platforms (e.g., Zoho Desk, MS SharePoint).
- Office Suite: Advanced proficiency in MS Word is a plus.
- Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or equivalent experience.
- Experience: 2 to 5 years of professional experience in a similar support or engineering role.
- Languages: French (fluent) and English (professional)
- Soft Skills: * Strong client-facing communication skills, with the ability to translate complex technical issues into clear business language.
- High level of rigor, autonomy, strong service orientation, and analytical thinking.
- Learning Agility: Proven capacity to commit to the long-term learning and mastery of complex, legacy, and modern software architectures.
Similar Jobs
Information Technology
The consultant will implement, customize, and optimize Microsoft Dynamics ERP systems, translate business requirements into technical specs, conduct testing, and provide user training.
Top Skills:
AzureC#JavaScriptLogic AppsMicrosoft Dynamics 365Microsoft Dynamics ErpPower AutomateSQL ServerX++
Information Technology
As a Microsoft Dynamics CRM Technical Consultant, you will design, develop, and customize CRM solutions, integrating with other systems, performing data migrations, conducting testing, and troubleshooting issues.
Top Skills:
.Net FrameworkC#JavaScriptMicrosoft Dynamics CrmMicrosoft Ssis
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Sell AI products to complex, high-value accounts, architecting deals that align product value with customer use cases and ensuring customer success.
Top Skills:
Ai Products
What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
