Technical Support Specialist

Our client in Abbotsford has an opening for a Technical Support Specialist,

This is a TERM position for approximately one year.

PRIMARY FUNCTION

Under broad managerial direction, the Technical Support Specialist provides phone and on-site end-user support. Identifies, researches and resolves technical problems on server networks, peripherals, software related issues and voice over IP systems as well as tracking and monitoring service desk tickets and ensures timely resolution in accordance with agreed upon service levels.

This position works closely with other members of the technical support team on technical issues, and in conjunction with the Network Analysts, ensures end user support for information technology within the Credit Union.

SPECIFIC ACCOUNTABILITIES

• Provides administrative supports and installation of technology related to Server Networks, Unified Communications, Microsoft Windows Server system, IBM Tivoli Storage Manager, Citrix, E-Mail, AntiVirus and Intrusion Prevention, Firewall, Remote Access, Mobile Devices, Cell Phones, PDA’s etc.
• Implements requests for hardware and software installations, both for internal and external communications (e.g. routers, data/voice-line links, etc.). Ensures successful installations are completed on schedule.
• Provide support for the installation, maintenance and administration of Voice over IP systems.
• Supports LAN and WAN environment covering multiple institutions and ensures that preventive maintenance program is in place and on schedule.
• Performs network hardware firmware upgrades and maintains network related systems using knowledge of present network configurations.
• Identifies problems with hardware and/or software and repairs/replaces hardware components in the system, if necessary. Software concerns are reported to the designated person and will actively participate in the resolution of the problem(s).
• Sets up and updates end user services at workstations to enable the end user to function with as little disruption as possible.
• Develop and maintain an inventory of hardware and software records.
• Advises the Manager, Network and Technical Support of any hardware or network problems and makes recommendations for possible solutions with regard to larger global problems.
• Assist in maintaining and monitoring the data centre facility and provides emergency assistance and off-hours call out for critical maintenance to the host data centre environment.
• Remains current on all government and regulatory requirements in relation to privacy legislation, etc. May be required to participate in internal audits.
• Acts as backup for other Information Technology Department functions, as required. Should be familiar will all other operational functions
• Other duties as assigned.

SKILLS, KNOWLEDGE AND ABILITIES

• Ability in configuring and installing network hardware components and cabling;
• Superior in dealing with clients (internal and external) in a professional manner;
• Ability in troubleshooting to rectify any problems that may occur;
• Knowledge of; TCP/IP, DHCP, DNS and VoIP;
• Knowledge of Storage Hardware (SCSI, RAID, SAN, Fibre Channel, etc.);
• Knowledge of Tivoli Storage Manager and Data Domain;
• Knowledge of Unified Communications;
• Knowledge of Citrix;
• Knowledge of Microsoft Windows Server system (SharePoint, CRM, Exchange Server, SQL, Active Directory, IIS, etc.);
• Knowledge of a variety of software programs; McAfee Virus Scan, CheckPoint Firewall, Accounting Applications, etc.;
• Solid written and oral communication techniques;
• Willingness to upgrade skills on an ongoing basis.

SELECTION CRITERIA

• Secondary school diploma;
• Two years of post-secondary education in Information Systems along with one to three years’ related experience;
• Or an equivalent combination of education and experience.

Send resume and cover letter to resume@altituderecruiting.com

NOTE To be considered for this position you have to include a resume and cover letter explaining how you meet the required skills and experience.

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