Infrastructure Technician

5 days ago

Gatineau, Quebec, Canada Telesat Canada Full time

Job Title: Technical Support Specialist
Company: Telesat

Telesat is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers. With a legacy of engineering excellence, reliability and industry-leading customer service, Telesat has grown to be one of the largest and most successful global satellite operators.

Main Responsibilities
  • Field incoming help requests from end-users via various channels, providing courteous and professional support.
  • Build rapport and elicit problem details from help desk customers, ensuring accurate issue resolution.
  • Identify, diagnose, and resolve level one problems for users of software and hardware, LAN and WAN, VPN, the Internet, and new computer technology.
  • Respond to more complex issues (second line support) using problem-solving skills and analysis to identify root causes of issues, determine course of action, and propose creative solutions.
  • Escalate priority support issues to senior staff and/or corporate technology groups, ensuring timely resolution.
  • Document, track, and monitor problems to ensure efficient resolution.
  • Assist in tracking helpdesk calls pertaining to application, networking, and systems problems and issues.
  • Promote a high level of customer satisfaction through proper telephone techniques and respond with a high level of professionalism to user problems.
  • Correct application issues, solve network and security problems, and identify common PC software and hardware problems.
  • Provide hardware support for end-user equipment, such as installing replacement hardware or upgrading hardware.
  • Support Software/Hardware on equipment such as Scanners, Copiers, Printers, Monitors, and other peripherals.
  • Assign username, password, and access permissions for multiple proprietary applications and client software.
Education & Experience Required
  • A technical diploma and a minimum of 2-3 years' experience providing support in a similar environment.
  • Hardware maintenance and repair experience.
  • Strong analytical and troubleshooting skills.
  • Ability to grasp system concepts and communicate their applications.
  • Ability to quickly learn new systems and associated software applications for proficient execution of tasks.
  • Ability to manage multiple demands with time-related constraints in a fast-paced environment.
  • Prioritize and schedule work as necessary to maintain department standards and service level agreements.
  • Ability to communicate technical information, create, and deliver presentations and information sessions to both technical and non-technical personnel.
  • Demonstrated experience in applying technical expertise and in-depth evaluation to solve complex problems in own area of expertise.
  • Ability to create and maintain documentation and training materials, including KB articles, for technical staff and end-user audiences.
  • Capable of organizing projects effectively to achieve the desired results.
  • Strong interpersonal and communication skills.
  • Excellent analytical and problem-solving skills.
  • Bilingual (French/English) is a nice-to-have.
Working Conditions
  • Generally comfortable working conditions with lifting and onsite installations.
  • Moderate visual concentration in use of video display terminal.
  • Up to 10% travel may be required.
  • Occasional overtime required.

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