Technical Coordinator

**About Western**: Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference. **About Us**: Western Housing department creates a supportive, inclusive community for students to live, learn and flourish. Residences at Western University are some of the best in the country with the Globe and Mail’s student satisfaction survey placing Western's residences number one for eleven consecutive years Connect-IT delivers high quality, secure and cost effective internet technology services and support to the students living in residence. Connect-IT also strives to provide the best staff experience to the student staff who work for us **Responsibilities**: The Technical Coordinator is the senior staff member on each shift and oversees the nightly operations of Connect-IT Hotline and in-room support. The Coordinator is also responsible for all written support communication with customers and must write detailed, relevant, accurate and complete tickets to document all customer service interactions. The Coordinator is responsible for assigning work, ensuring daily tasks are complete, auditing support tickets, and sending out the nightly report. During hotline shifts, Coordinators handle service issues escalated to them from the hotline and in-room services. The Coordinator acts as a positive influence on our student staff team - maintaining a personable and approachable manner with all customer and staff interactions. The Coordinator is responsible for the day to day education, coaching and mentoring of all Connect-IT Staff members on topics such as: policy and procedure, improving customer service and technical skills; reviewing and evaluating of in-progress and completed work. The Technical Coordinator also provides leadership and guidance to the Connect-IT Staff team during move-in days, orientation week, and building wide support nights. The Technical Coordinator provides specialized, in-depth technical and customer support to students living in residence on main campus, Brescia University College, and Huron University College. They must be able to effectively resolve all WPA-2 Enterprise and ethernet networking issues escalated from other staff. Technical Coordinators lead various projects throughout the year, such as: the annual internet connection handbook; marketing initiatives; hiring campaigns; network performance testing, customer/service assessment and Tier 3 technical training for Connect-IT staff. They are responsible for proper escalation of unresolved issues to appropriate full-time staff. The incumbent will take guidance from the Manager, Communications and Connect-IT Services, and work productively and courteously with their work team and other members of the Western community. **Qualifications**: A Coordinator must have demonstrated specialized, in-depth skills in providing both technical and customer service support to students and their parents, and troubleshooting of wired and wireless connectivity. **Education**: A Technical Coordinator must have successfully completed the All Staff Educational Conference. **Experience**: A Technical Coordinator must have a minimum of one year experience on the Connect-IT Team **Skills, Abilities & Expertise**: A Technical Coordinator must have demonstrated the ability to provide both specialized technical and customer support at a high-level of proficiency. In addition to excelling at a number of the skills, abilities, and expertise outlined in the Technician position, a Technical Coordinator must have: - demonstrated ability to handle difficult/stressful customer service calls from angry/upset parents and students - demonstrated ability to remain positive in spite of difficult and/or unhappy customer interactions - high emotional intelligence - able to use and understand technical tools such as: RAMP, Registration Page, ping, traceroute, task manager, speedtest, ACD phone system, call tracking software - ability to troubleshooting advanced wired network connectivity issues on desktops, laptops, and game consoles - ability to troubleshooting advanced wireless connectivity issues on phones, tablets, laptops - ability to troubleshoot advanced network issues in Windows, MacOS, android and IOS operating systems - ability to prepare tech and customer service materials and teach in a formal educational environment - demonstrated strong work ethic **Why Western?**: Consideration of applicants will include an assessment of previous performance, experience, and qualifications. Applicants should have oral