Description:
Provides first-level support for end user technology used in the assigned area within CBC/Radio-Canada. Performs and monitors the activities related to the installation, maintenance, repair and configuration of software and end-user devices and peripherals, according to the Corporation standards and policies.
Provides solutions for all known end-user support issues. Troubleshoots, documents, escalates, tracks and prioritizes new issues. Has excellent communication and customer service skills. Able to work under pressure and de-escalate tense situations. Exercises judgment, discretion, creativity and initiative in the course of their day. Periodically participates in large projects and roll-outs.
Key Tasks:
- Decommissions and performs other related duties for all designated end user technology.
- Configures basic automation on users' devices.
- Provides a solution using established procedures and knowledge base. Confirms with the end user that the solution provided is satisfactory.
- Provides guidance to users and recommends specific training tools.
- Promotes the use of processes and practices that ensures the security of end-user data.
- Periodically participates in large projects and roll-outs.
- May coordinate with others in smaller initiatives.
- Ensures that relevant documentation is up-to-date.
- In accordance with the procedures established, communicates with vendors and service suppliers to obtain service and support on end-user devices and peripherals.
- Obtains financial authorization for the repair or purchase of end-user technology.
- Maintains comprehensive and up-to-date knowledge of related technologies.
- Keeps up with technology changes and new user technology as they emerge.
- Grants access and privileges to centralized systems according to an established approval process.
- Installs or removes end user technology and software. Updates the inventory of end user technology and software assets.
- Recommends and encourages established production workflows and best practices.
- Receives end-user service and incident requests, or questions. Accurately documents the details and nature of the end-user request.
- Escalates unsolved issues to the second-level support team.
- May use creative problem solving skills.
- Uses judgment and discretion daily (when dealing with confidential material).
- Participates in the evaluation of new equipment technology and software, as required, by performing the required tests; identifies if the criteria are met and reports.
- Transfers and relocates equipment as required.
- Performs all or part of the function or duties of an equivalent or lower classification.
We are looking for a candidate with the following:
Education Required:
- The job requires a Community College diploma in computer science, or the equivalent.
Experience Required:
- The job requires three years of practical and related experience, at least one of which should be in the area of assignment or one very similar.