University of Waterloo

  • Technical Support Specialist

    Requisition ID
    2018-3438
    Job Category
    IT
    Department
    5190 - CEE Services
    Job Status
    Temporary Appointment (Contract)
    Hiring Range
    $49,965 - $62,456
  • Overview

    Term: 24 months

     

    The Technical Support Specialist will be responsible for providing front line technical support for CEE, its affiliated business units, and its clients. The scope of support offered is highly variable, demanding an
    incumbent with a high degree of problem solving ability, excellent critical thinking skills, and an innate ability to form constructive relationships with key business contacts in multiple departments. Excellent
    interpersonal skills are a vital as this role requires a great deal of interaction with staff, students, and employers.

    Responsibilities

    Technical Support for CEE staff, employers, and students

    • Provides tier 1 and 2 technical support for staff computers and software, networking infrastructure, mobile devices, and various other forms of technology
    • Provides tier 1 and 2 technical support for CEE systems and collaborates closely with Business Systems Analyst to further understand and support said systems
    • Works closely with Technical Support co-op student(s) to ensure ticket resolution times are low
    • Provides remote assistance to off-campus staff

    Project Support

    • Occasionally takes the lead on technology-related projects with a strong focus on continuous improvement
    • Works closely with the Business Systems Analyst on special projects and other duties as assigned by the Business Systems Analyst

    Training and Education

    • Assesses technical training requirements of CEE staff
    • Develops and delivers training for CEE staff
    • Develops documentation of technical processes for internal use and for end users
    • Develops and maintains a technical knowledge base for end users
    • Provides technical guidance for junior Technical Support Specialists

    Communications

    • Surveys and assesses client satisfaction and aims to fill gaps in support
    • Communicates service outages to CEE staff
    • Communicates operational needs and shortcomings to Business Systems Analyst
    • Develops and maintains relationships with key contacts in other departments on campus; primarily IST

    Qualifications

    • University degree or equivalent education and/or experience
    • 2 years of experience in a technical support role
    • Proven leadership, interpersonal and communication skills with demonstrated ability to collaborate with technical experts
    • Excellent interpersonal skills
    • Excellent written and verbal communication skills
    • Exception problem-solving and critical thinking skills
    • Ability to work independently and with a team
    • Ability to provide guidance to less-experienced colleagues
    • Strong time management skills with the ability to focus on multiple projects and operational support simultaneously
    • Ability to participate in and take a leadership role in projects
    • General knowledge of computer hardware including desktop and network servers. Awareness of capabilities and limitations of various configurations
    • Knowledge of network connectivity, integration and protocols
    • Knowledge of the supported electronic desktop operating systems (MacOS, UNIX, MS Windows) and protocols
    • Knowledge of the standard electronic desktop applications suite: mailers, web tools, meeting schedulers, word processors, presentation tools, electronic spreadsheets
    • After hours support expected during evening/weekend in support of core processes

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