Technical Support Representative

1 week ago

Vancouver, British Columbia, Canada SelfDesign Learning Foundation Full time

Contract Posting #:
SD1332023IT

Posting Date:
February 8, 2023

Closing Date:
Open until filled

Contract Opportunity

Technical Support Representative

Team

IT

Team Lead

Chief Information Officer

Summary of the Opportunity

You'll be working in a purpose-driven organization together with 275+ individuals located across Canada.

We're looking for diverse and collaborative doers who believe in our mission and our vision to be the leading model for natural and personalized lifelong learning in North America.

To Respond To

This Opportunity

In your cover letter tell us:
Why you are interested in this opportunity.

About your availability, particularly if you have other commitments.

How you have successfully provided similar services in a comparable work environment.

We look forward to receiving your response. Responses will be reviewed as they are received.

Contract Details

Oversight

You will work at the direction of the Team Lead.

Responsibilities:

Help with Client Interaction:

communicate with our customers to understand the technical issues they're reporting, and provide updates in a friendly & timely manner.


Triage and Troubleshoot:
diagnose errors and technical issues that have been escalated to the 1st tier/front line team. Provide solutions, where possible.

Determine Path of Escalation:
based on the results of troubleshooting, determine the source of the error, severity level, and direction of escalation.

Create documentation:
guides, and workflow diagrams for reference and support purposes.

Maintain Coverage:

help our support team and enterprise clients by covering certain "time blocks," during which you will be monitoring inbound channels when technical escalations are most likely to occur.


Collaborate with team members and developers: work with team members to communicate known bugs, manage active incidents, brainstorm on new challenges, and handle technical issues.

Work with the 2nd and 3rd tier teams to report product bugs.

Provide customer support and develop new skills quickly in a constantly evolving IT environment.

Participate in the IT Department standups, incident drills and meetings.

Required Skills And Experience

Experience working with end user operating systems (Windows, MacOS, Linux).

Experience troubleshooting browser related problems and working with development consoles.

Experience with scripting and command line.

Experience with revision control systems (Gitlab, Github).

Other Helpful But Not Required Skills And Experience

Exposure with Docker, Virtualization and containers.

Exposure to programming languages (PHP, Python, Node).

Exposure to SQL databases (PostgreSQL, MariaDB, Mongo, Redis).

Understanding of Messaging concepts (SMTP, IMAP, Activesync, WebRTC).

Understanding of Networking concepts.

General understanding of progressive web apps (PWAs), full-stack development, and APIs.

Enjoy the challenge and detective work behind technical troubleshooting.

Mandatory requirements

If selected for this opportunity, you will need to:
Undergo a Criminal Record Check at your own expense (approximately $28).

Take the SelfDesign online privacy and security fundamentals courses (approximately 2 hours).

About SelfDesign


The SelfDesign Learning Foundation (SDLF) is a registered charity and non-profit organization that operates several programs including one of the largest distributed learning schools and personalized learning programs in British Columbia, SelfDesign Learning Community.

SelfDesign enables learners to complete K-12 by exploring their passions and taking the lead in their own learning and life.

With personalized guidance from B.C. certified educators, learning unfolds at home and within local and online communities.

Working with us


Our mission is to support learners, families and educators in creating what matters to them in their lives, through effective educational methods in alignment with the principles of SelfDesign.

SelfDesign Connect for mail, calendar, contacts, notes, instant messaging, phone

Google Drive, Docs, and Sheets

Zoom for video meetings/conferencing.

You provide and use:

Your own securely set-up computer

Reliable and secure internet connectivity

Your own workspace in an environment that ensures privacy, security and confidentiality.

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