Lead Technician, IT Support
University of Ottawa
IT Support Services Manager
Reporting to the Manager, IT Support Services, the incumbent provides senior level, autonomous advice and technical support to end users in a designated Faculty or Service in areas related to infrastructure, hardware, software and peripherals. Manages the effective life cycle (purchase, deployment, maintenance and repair) of all IT assets for a designated client group or product in a manner that meets or exceeds established customer service standards. Assists the manager in supervising the work performed by one or more junior resources.
In this role, your responsibilities will include:
Diagnostic and repair services: Provides a senior level of support to identify, analyze and implement corrective actions to resolve the most complex technical issues in a timely manner. Diagnostic and repair services extend to hardware, software, infrastructure, peripherals and other IT equipment.
Connectivity and accessibility support: Assess various networks' capacity to support the current and future needs of the faculty/service and provide recommendations in order to maintain acceptable service levels, including consistent connectivity and accessibility.
Technical installation services: Provide specialized technical installation services to internal clients for hardware services including computers, networks, and for other IT equipment such as network adaptors to ensure an efficient response to the user's technology needs.
Software installation and upgrade services: Act as a senior technical resource for the assigned software in order to provide guidance for the installation, testing and upgrading of software to ensure it is current, registered and efficiently deployed for the client.
Consultation services: Provide sound advice to clients on emerging technologies and how these can be incorporated into the existing framework to improve the operations.
Client support, training and advice: Provide specialized advice and training to IT Technicians and users on the optimal use of computer equipment and software to increase effective and efficient use by clients.
Purchasing advice: Evaluate IT equipment and software options, translate client requirements and ensure smooth requisitioning, delivery and receipt of assets.
Documentation: Record and document hardware/software problems, system crashes, actions and solutions on the technical database in the problem management system in order to facilitate the monitoring of trends, recurring issues and service delivery times to have a readily available reference for similar future problems. Design user documentation and guides.
What you will bring:
University degree in a related field or an equivalent combination of education and several years of pertinent experience
Minimum 5 years of experience in an IT technical advisory and service role
Knowledge of operating systems to understand, install, diagnose and repair complex issues
Knowledge of networking protocols and technologies in order to configure and troubleshoot connectivity issues.
Knowledge of Office automation software to support and guide users in their work
Knowledge of University hardware, software, peripherals and security guidelines and standards
Knowledge of established IT policies and procedures of the University in areas such as procurement, asset management and maintenance
Experience in supporting diverse user groups of mid to large sizes
Experience in resolving a wide variety of complex software, hardware and peripheral issues
Experience in the implementation of system upgrades and a demonstrated ability to manage large projects
Experience in a customer service environment
Experience in providing supervision, guidance, leadership and feedback
Analytical skills to diagnose and repair complex software, hardware and peripherals issues
Ability to proactively keep abreast of new/emerging technologies
Ability to prioritize own work and meet strict deadlines
Bilingualism - French and English (spoken and written)