Technical Support Specialist

2 months ago

Waterloo, Canada University of Waterloo Full time

Overview:
**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.

**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 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

Qualifications:

- 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
- After hours support expected during evening/weekend in support of core processes

Equity Statement:
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.

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