Infrastructure Support Specialist

4 weeks ago

Gatineau, Quebec, Canada Telesat Full time
Job Summary

We are seeking a highly skilled Infrastructure Support Specialist to join our team at Telesat. 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
  • Field incoming help requests from end-users via telephone and email in a courteous manner.
  • Build rapport and elicit problem details from help desk customers.
  • Identify, diagnose, and resolve level one problems for users of 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.
  • 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 an elevated level of urgency to user problems to ensure that timely and cost-effective solutions are provided.
  • 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.
Requirements
  • 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.
  • Must be well organized and able to grasp system concepts and communicate their applications.
  • Must be capable of quickly learning 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 speak effectively before groups of internal employees, communicate technical information, create, and deliver presentations and information sessions to both technical and nontechnical 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) 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.
  • Occasional overtime required.

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