System Support Specialist

Northfield IT

9h•Hybrid

About The Position

The System Support Specialist serves as the first line of defence for system integrity and client support within NFL Operations. The role analyzes, troubleshoots, and resolves technical issues across web-based applications and supporting infrastructure to maintain stability and minimize service disruption. It includes proactive system monitoring, clear incident communications, and use of automation and AI-assisted tools to improve response times and reduce manual effort. Through accurate documentation, collaboration with Engineering and Operations teams, and participation in rotational support coverage, the specialist contributes to reliable service delivery and operational continuity. The role supports access and service requests, application and system access tasks, troubleshooting across applications and infrastructure, system health monitoring, server maintenance, firmware upgrades, and patch management. The specialist also maintains technical documentation and inventory records and participates in rotational shifts for service delivery, monitoring, and critical incident response.

Requirements

At least two years of experience in a technology-based team or role.
Post-secondary education in Information Technology or Computer Science, or an equivalent combination of experience and certification.
Demonstrable knowledge of infrastructure, networking protocols, and application lifecycles.
Demonstrated experience supporting internal stakeholders and external clients.
Demonstrated ability to communicate effectively.
Experience supporting and troubleshooting Content Management Systems (CMS).
Experience developing automations, monitoring tools, and AI-supported workflows.

Nice To Haves

Experience working in a rotational or on-call support environment.

Responsibilities

Manage the full lifecycle of access requests, service requests, and incidents in the ticketing system to support timely resolution and client satisfaction.
Assist users by following established standard operating procedures for application support and system access tasks.
Diagnose and resolve application, infrastructure, hardware, and network connectivity issues, escalating to appropriate teams with clear context when needed.
Monitor system health using observability tools to identify performance degradation, failures, and emerging risks.
Use AI-assisted tools for scripting, debugging, analysis, and workflow efficiency.
Perform server maintenance, firmware upgrades, and patch management in line with security and change practices.
Maintain accurate technical documentation, inventory records, and knowledge base articles, updating documentation as necessary.
Participate in rotational shifts supporting service delivery, monitoring, and critical incident response.