INFORMATION TECHNOLOGY / SYSTEMS COORDINATOR

Status:
Full Time
Department:
Corporate Resources
Location:
Edmonton, AB
Reference Code:
ITEDM-2017-12
Apply Before:
January 4, 2018

Purpose

Reporting to the Manager, Information Technology / Systems, this position performs network administration and maintenance, installs new hardware and software in the network and at workstations, trouble shoots and provides user support.

Responsibilities

This role encompasses, however, is not limited to the following duties:

  • Follows the processes and procedures for technical support workflow.
  • Interacts professionally and courteously with all customers and peers.
  • Easily approachable, reacts calmly under stressful situations; receive constructive criticism well. Maintains confidentiality.
  • Communicates clearly and precisely with customers to determine expectations for resolutions and provides workarounds to product defects.
  • Troubleshoots and diagnoses customer issues involving 3rd party products using a variety of resources.
  • Handles support cases provided by customers, and develops reproductions and examples required to identify and resolve problems.
  • Communicates clearly and precisely with customers regarding expectations for callback’s, follow-ups regarding their issues, interactions with development, and other open issues.
  • Escalates product issues to management or other team members.
  • Logs product defects and feature requests clearly in the corresponding systems.
  • Provides Engineering with clear and complete information, when engineering assistance is required, carrying out recommended diagnostic steps and gathering information as necessary.
  • Demonstrates and applies good understanding of knowledge capturing principles (e.g. Create new knowledge resources and/or update the existing ones – product demos, KB and technical articles/documentation.).
  • Reviews product documentation, identifies topics needing improvement and is able to contribute.
  • Responsible for professional self-development by attending formal and informal training (webinars, white papers) offered within office and externally based on your development plan agreed with your manager. For example: industry trends, technologies and etc.
  • Builds constructive and effective relationships with peers and initiates communication to resolve any conflict in an assertive, tactful manner.
  • Capable to support new company products with appropriate level of on the job training.
  • Acts as a general knowledge resource for peers.
  • Provides assistance to peers working in the same specialty area as well as handling issues outside of the area of specialty.
  • Participates in forums, responds to technical questions, sharing product knowledge with colleagues.
  • Demonstrates a high level of proficiency in the infrastructure related to the product environment while resolving customer issues.

Qualifications

Education

A degree or diploma in IT / Systems Administration, Computer Science, Computer Engineering or suitably related field from an accredited Canadian or United States institution.

Experience

A minimum of 3 years of experience providing technical support for enterprise software and systems. In addition to the more detailed requirements below, experience in the engineering and/or professional consulting services industry and proficiency in the use of enterprise resource systems will be considered assets.

  • Logging and categorization of incidents and requests
  • Identify and escalate problems and major failure of service
  • Software, hardware and technical support for desktop, mobile and remote computers, and personal devices.
  • Maintaining desktop UPS Units, printers, copiers, video conferencing equipment
  • Managing the appropriate disposal of approved retired equipment

Key technologies supported:

  • Microsoft desktop operating systems including Windows 7, and Windows 10
  • Microsoft Office 2010 – 2016
  • Microsoft Lync 2013, SQL Server 2012, Exchange 2013
  • Microsoft Windows Server 2012, 2012 R2, and 2016
  • Networking and Firewall configuration

Character Strengths

  • Excellent command of English grammar, spelling and composition, as well as oral communication and interpersonal skills
  • Capable of presenting ideas and solutions in user-friendly language, both verbally and in writing
  • Self-directed while also having the ability to work effectively within a team-oriented, collaborative environment
  • Strong organizational and time management skills, with the ability to prioritize and execute tasks in a dynamic, fast-paced, deadline driven environment
  • Innovative and creative problem solving skills
  • Ability to execute and coordinate tasks between more than one division or group of people
  • Effectively delivers on a variety of initiatives, often occurring simultaneously
  • Proven analytical and problem-solving skills
  • Proficient at reading, writing, and interpreting technical documentation and procedure manuals
  • Attention toward detail
  • Able to balance work and personal requirements
  • Sense of humour
  • Enjoys working in a professional office environment
  • Energetic and action-oriented
  • Strong customer service orientation
  • Enjoys working in a professional office environment, with occasional client and/or site visits, and is able to work outside normal business hours when necessary