user support technician

Education

• College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
• or equivalent experience

Tasks

• 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

• No supervision responsibility

Security and safety

• Criminal record check

Transportation / travel information

• Willing to travel
• Willing to travel regularly
• Valid driver's licence

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Repetitive tasks
• Manual dexterity
• Attention to detail
• Ability to distinguish between colours
• Sitting

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 available for shift or on-call work?
• Are you available for the advertised start date?
• Are you currently legally able to work in Canada?
• Do you have previous experience in this field of employment?
• Do you have the above-indicated required certifications?
• What is the highest level of study you have completed?

Experience

• 1 year to less than 2 years

Health benefits

• Dental plan
• Disability benefits
• Paramedical services coverage