Technical Support Specialist Iii

2 weeks ago

Brampton, Canada William Osler Health System Full time

Company Description

One of Canada's Best Diversity Employers and Greater Toronto's Top Employers for many consecutive years, William Osler Health System (Osler) provides a safe and supportive health care network to grow your career. Osler is nationally recognized for its commitment to patient safety and is Accredited with Exemplary Standing, the highest rating a Canadian hospital can receive. As a major Ontario hospital system, and home to some of the biggest specialty and emergency departments in the country, Osler serves the 1.3 million residents of Brampton, Etobicoke and surrounding communities. We are proud to offer you incredible exposure to best-in-class health care delivery and challenging hands-on opportunities to stay at the top of your game.

A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills development, cross-department training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of patient-inspired health care without boundaries.

At Osler, we invest in careers that go beyond where health care professionals like you can achieve their goals and find deep personal and professional fulfillment. Join our team today

**Job Description**:
Accountabilities:

- Tracks, records, categorizes and logs service requests using a central ticket management solution
- Takes ownership of escalated incidents, requests and problems from technical support specialists I and II levels
- Analyze and identifies common issues that can be defined for problem management and require further investigation for resolution
- Acts as an escalation point for technical support specialists I and II levels and assists with advanced support requests
- Actively looks for opportunities to improve levels of service, recognizing the needs and expectations of the customers
- Leverages available tools such as but not limited to SCCM, RDP, knowledge base and other sources of documentation to resolve incidents and requests in an efficient and effective manner via telephone or in person
- Configure and deploy technical solutions to program specific areas or organizationally wide
- Provides knowledge transfer and mentoring other team members when required
- Supports the technical support specialists I and II levels in day-to-day operational activities and acting as a resource in enabling transfer of knowledge to foster a skill building environment
- Creates and maintains training material to be utilized for future support reference
- Identifies areas of improvements by analyzing gaps in processes for support
- Maintains information recorded into a knowledge database platforms used as a reference tool

**Qualifications**:

- Five or more years experience in a technical support environment
- Microsoft certifications an asset
- Experience in providing customer support with a high level of professionalism
- Direct hospital or healthcare experience an asset
- Strong end user computing experience with desktops, laptops, various printing devices, mobile devices (Android/iPhone), VOIP phones
- Experience with support tools and technologies such as, Active Directory, SCCM, MECM, MDM (Intune)
- Experience with common ticket management solutions
- Strong verbal and written communication utilizing a variety of communication media via multiple hardware platforms
- Able to communicate with all levels of individuals within a technical and non-technical capacity
- Strong troubleshooting/triaging skills with focus on root cause analysis
- Must be willing to spend time necessary to achieve and maintain high level of technical proficiency
- Must work independently, well under pressure, multi-task and be able to respond quickly to shifting priorities
- Must be self-motivated and able to work in a team environment
- Attention to detail in creation of documentation as a reference to assist internal stakeholders for ongoing support
- Familiar with ITIL change management processes
- Must demonstrate Osler's Values of Respect, Excellence, Service, Compassion, Innovation and Collaboration

Additional Information

Application deadline: July 28, 2023

LI-LM1

While we thank all applicants, only those selected for an interview will be contacted. Any information obtained during the course of recruitment will be used for employment recruitment purposes only, and not for any other purpose.

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