Infrastructure Technician

4 months ago

Gatineau, Canada Telesat Canada Full time

**Telesat (NASDAQ and TSX**: TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers for over 50 years. Backed by 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.
Telesat Lightspeed, our revolutionary Low Earth Orbit (LEO) satellite network, scheduled to begin service in 2027, will revolutionize global broadband connectivity for enterprise users by delivering a combination of high capacity, security, resiliency and affordability with ultra-low latency and fiber-like speeds. Telesat is headquartered in Ottawa, Canada, and has offices and facilities around the world.
Telesat believes in the power of collaboration and the value of in-person interactions. This is why our employees generally work from the office Tuesday - Thursday, leaving Monday and Friday for choice and flexibility to work where you feel most effective. This setup fosters brainstorming, problem-solving, and trusted relationships and allows our employees to come together three days a week to collaborate, innovate and thrive
The incumbent will be required to be available to provide "remote hands" support to the remote offices as needed as an extension of the IT Operations team.
Main Responsibilities
Build rapport and elicit problem details from help desk customers.
Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology; communicate solutions to end-users.
Respond to more complex issues (second line support) escalated by the first 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
Collect and document all relevant information prior to escalation to allow senior staff to operate efficiently
Document, track, and monitor problems to ensure timely resolution.
Promote a high level of customer satisfaction through proper telephone techniques and respond with an elevated level of urgency to user problems to ensure that timely and cost-effective solutions are provided.
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.
Education & Experience Required
A technical diploma and a minimum of 2-3 years' experience providing support in a similar environment.
Hardware maintenance and repair
Strong analytical and troubleshooting skills
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 speak effectively before groups of internal employees, communicate technical information, create, and deliver presentations and information sessions to both technical and nontechnical personnel.
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) would be a nice-have.
US work authorization would be a nice-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. 20% may be required initially.
Occasional overtime required.

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