Term: 1 year.
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.
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 vendors to further understand and support said systems
Coordinates the purchase and deployment of new computer hardware
Works closely with Technical Support co-op student(s) to ensure ticket resolution times are low
Provides remote assistance to off-campus staff
Provides recommendations on appropriate use of technologies
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 IS
University degree required, or a suitable combination of post-secondary education and 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. Awareness of capabilities and limitations of various configurations
Knowledge of network connectivity, integration and protocols
Knowledge of the supported electronic desktop operating systems (MacOS and 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
The University of Waterloo is committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. The University of Waterloo is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.
The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at [email protected] or 519-888-4567, ext. 45935.
iCIMS Requisition ID: 2023-9856
Department: Co-operative and Experiential Education Business Services
Employment Type: Temporary
Salary Range: $53,583 – $66,979
External Company URL: https://uwaterloo.ca/
Street: 200 University Avenue West
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