user support technician

Education

• College / CEGEP
• Computer programming, other
• Computer science

Work setting

• Computer hardware or software retailer / wholesaler
• Telecommunications industry
• Internet Service Provider (ISP)

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
• Participate in the redesign of applications and other software
• 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

Supervision

• 1 to 2 people

Computer and technology knowledge

• Linux
• Desktop applications

Specialization or experience

• Green economy sector

Transportation / travel information

• Own transportation

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Repetitive tasks
• Attention to detail
• Combination of sitting, standing, walking

Own tools / equipment

• Computer
• Internet access

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 authorized to work in Canada?
• Are you available for shift or on-call work?
• Are you willing to relocate for this position?
• Do you have experience working in this field?
• Do you have the required certifications listed in the job posting?
• Do you meet the language requirements listed in the job posting?

Experience

• 1 year to less than 2 years

Employment terms options

• Day

Health benefits

• Dental plan
• Health care plan

Support for persons with disabilities

• Provides awareness training to employees to create a welcoming work environment for persons with disabilities

Support for newcomers and refugees

• Provides diversity and cross-cultural trainings to create a welcoming work environment for newcomers and / or refugees

Support for youths

• Provides awareness training to employees to create a welcoming work environment for youth

Support for Veterans

• Provides awareness training to employees to create a welcoming work environment for Veterans

Support for Indigenous people

• Provides cultural competency training and / or awareness training to all employees to create a welcoming work environment for Indigenous workers

Support for mature workers

• Provides staff with awareness training to create a welcoming work environment for mature workers

Supports for visible minorities

• Provides diversity and cross-cultural training to create a welcoming work environment for members of visible minorities