Client Support Specialist Field Operations

Job Posting Title

Client Support Specialist Field Operations

Job Category

IT Client Support Services

Language Requirements

English / Anglais

Flexible Work Agreement Type

Posting End Date

2024-10-22

Job Grade

PIPSC-2

Pay Range

$88,191 - $110,790

Job Summary

Provide support for the client computing environment and related components: devices, software, technology, and systems. Assist in the testing, deployment, implementation, life-cycle maintenance, troubleshooting and problem resolution of IT products, systems and projects in support of customer service delivery and the client computing environment.

Job Description

What NAV CANADA offers you:
- Challenging, team-oriented work environment- Competitive compensation and flexible benefits- Defined benefit pension plan- Opportunities for growth and development- Flexible work arrangements- Diverse and inclusive workforce

Job Description

Key Accountabilities:- Install, test, configure and support client devices and software.- Provide hands-on support for site infrastructure, such as servers, network cabling, AV equipment, etc.- Plan and prioritize work activities based on business requirements, while adhering to corporate standards, policies and procedures.- Implement and deploy IT solutions in accordance with NAV CANADA IT policies and procedures.- Fulfill requests for IT related goods and services according to established guidelines and procedures.- Record service details for Requests and Incidents in a ticket tracking system.- Maintain asset inventory accurately and up to date.

Job Requirements

Education:
- Graduation from a recognized university or community college with an acceptable specialization in computer science or information systems; or equivalent combination of education, training and experience.

Experience:
- Experience in the Information Technology field, with a focus on deskside or service desk support, and customer service.- Experience in supporting and troubleshooting PC’s, mobile devices, multifunction devices, network issues, etc.- Experience providing technical guidance, advice and input to clients, peers and management team in support of client computing environment.- Experience in installing, supporting, administering, and troubleshooting audio-visual equipment and systems in a corporate environment.- Experience installing and troubleshooting productivity tools such as Microsoft O365, Windows based Operating Systems and other commercially available software and systems.

Knowledge:
- An understanding of the interfaces between client computing components and other IT systems including network, servers, firewall, etc.- Knowledge of ticket tracking systems; knowledge of ITIL principles.

Abilities:
- Identify, diagnose, and resolve client computing and environment issues in a fast-paced work environment.- Identify, interpret, and provide advice to technical and non-technical clients on IT requests and incidents.- Recognize when issues require escalation and follow the appropriate escalation path.- Adhere to, monitor, and review service levels and schedules.- Ability to successfully manage multiple tasks and re-prioritize as necessary while keeping focus on customer satisfaction.- Excellent verbal and written communication skills; comfortable delivering presentations.

Personal Suitability:
- Work independently and in a team-environment fostering teamwork by involving others in problem solving, decision-making and creative thinking.- Effective in establishing and maintaining appropriate interpersonal relationship in dealings with colleagues, management, clients and vendors.- Displays good judgment, discretion, initiative, thoroughness, adaptability and a problem solving approach.- Self-motivated and seeks opportunities for continuous improvement and productivity.

Working conditions:
- This position is based at the Edmonton Area Control Centre and is classified as an onsite position, Monday to Friday daytime office hours.

NAV CANADA is committed to building a skilled, diverse workforce reflective of Canadian society. If you do not believe that you match every job requirement listed on this job posting, we still encourage you to apply. NAV CANADA encourages a culture of learning and growth, and recognizes that although some technical skills are mandatory, many others can be taught.

Our Company strives to create an inclusive and barrier-free selection process and work environment. If you require accommodations during this competition process, please ensure that you inform the interview coordinator or hiring manager of any accommodation measures you may require. NAV CANADA will provide accommodations throughout the recruitment and selection process to applicants with disabilities as required.

We thank all applicants for their interest; only those selected for an interview will be contacted.