Work Term: Permanent
Work Language: English
Hours: 30 hours per week
Education: College/CEGEP
Experience: 3 years to less than 5 years

Work setting

• Private sector
• Troubleshooting
• Troubleshooting/diagnostic

Tasks

• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Manage incidents
• Troubleshoot and isolate faults
• Troubleshoot and resolve technical problems
• Maintain internal record-keeping system
• Issue tickets
• Authenticate historical documents and records
• Install software and hardware and configure operating system software in preparation for testing

Computer and technology knowledge

• Information Technology Infrastructure Library (ITIL)
• Shell script
• iOS
• Linux
• Device drivers
• Networking software
• Networking hardware
• Networking security
• Extranet
• Internet
• Servers
• Desktop applications
• File management software
• Security software
• Mail server software
• Communication software
• Mac OS
• MS Active Directory
• MS Office
• MS Windows
• Oracle
• SharePoint
• TCP/IP
• Wireless networks
• Networks
• Electronic mail
• Linux OS

Area of specialization

Technical support

Work conditions and physical capabilities

Attention to detail

Own tools/equipment

• Computer
• Internet access

Personal suitability

• Excellent oral communication
• Excellent written communication
• Organized
• Ability to multitask
• Time management

Screening questions

• Are you authorized to work in Canada?
• Do you have experience working in this field?