Tasks

• Give access to computer networks
• Report on the performance of computer systems and networks
• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Supervise other technical support workers in this group
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Perform Web-server backup and recovery operations
• Provide customer service
• Manage incidents
• Ensure smooth operation of computer equipment and machinery

Supervision

• No supervision responsibility

Certificates, licences, memberships, and courses

• Cisco certified network associate
• CompTIA Security+ Certification
• Information technology infrastructure library (ITIL) Certification

Computer and technology knowledge

• Android
• Information Technology Infrastructure Library (ITIL)
• Networking software
• Networking hardware
• Networking security
• Extranet
• Intranet
• Internet
• Servers
• Desktop applications
• File management software
• Security software
• Multimedia software
• Word processing software
• Presentation software
• Mail server software
• Communication software
• Project management software
• Programming software
• Web service design
• Mapping and data visualization software
• Database software
• Python
• Data analysis software
• JavaScript
• MS Office
• MS Windows
• SharePoint
• Spreadsheet
• Wireless networks
• Computerized inventory record keeping and re-ordering system

Type of experience

• Call centre

Area of work experience

• Quality assurance or control
• Information technology (IT) service delivery

Security and safety

• Criminal record check

Transportation / travel information

• Valid driver's licence

Work conditions and physical capabilities

• Fast-paced environment
• Tight deadlines
• Attention to detail
• Sitting
• Combination of sitting, standing, walking
• Standing for extended periods
• Bending, crouching, kneeling

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Initiative
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management
• Honesty

Screening questions

• Are you currently legally able to work in Canada?
• Do you currently reside in proximity to the advertised location?
• Do you have previous experience in this field of employment?

Health benefits

• Dental plan
• Disability benefits
• Health care plan
• Paramedical services coverage
• Vision care benefits

Financial benefits

• Group insurance benefits
• Pension plan
• Registered Retirement Savings Plan (RRSP)

Long term benefits

• Long-term care insurance
• Maternity and parental benefits
• Tax-Free Savings Account (TFSA)

Other benefits

• Free parking available
• Learning / training paid by employer
• On-site amenities
• On-site daycare available
• Paid time off (volunteering or personal days)
• Team building opportunities
• Parking available
• Wellness program