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Infrastructure Support Specialist
2 months ago
We are seeking a highly skilled and experienced Infrastructure Support Specialist to join our team at Telesat Canada. As a key member of our IT Operations team, you will be responsible for providing technical leadership and specialist expertise in the operation of our Corporate Servicedesk.
Main Responsibilities- Incident Management: Field incoming help requests from end-users, assess and resolve level one problems, and escalate priority issues to senior staff and/or corporate technology groups.
- Problem-Solving: Identify, diagnose, and resolve complex technical issues using problem-solving skills and analysis to determine root causes and propose creative solutions.
- Documentation and Tracking: Collect and document all relevant information prior to escalation, and track and monitor problems to ensure timely resolution.
- Customer Satisfaction: Promote a high level of customer satisfaction through proper telephone techniques and respond with an elevated level of urgency to user problems.
- Hardware and Software Support: Provide hardware support for end-user equipment, correct application issues, and solve network and security problems.
- Training and Development: Create and maintain documentation and training materials, including KB articles, for technical staff and end-user audiences.
- 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.
- Ability to speak effectively before groups of internal employees and communicate technical information.
- Demonstrated experience in applying technical expertise and in-depth evaluation to solve complex problems.
- Ability to create and maintain documentation and training materials.
- 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.
- 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.
