Unit Manager managing customer service operations for a 12 - month term. Leading a team in ensuring service quality and achieving departmental objectives in Canada.
About the role
- AVIT Support Specialist providing technical support for classrooms and event spaces at Wilfrid Laurier University. Responsible for 2nd and 3rd level support, training, and project coordination.
Responsibilities
- Provide 2nd and 3rd level support for classrooms, meeting rooms and events in a tiered support model environment
- Setting up and support of audio and visual technology, computers in classrooms and meeting rooms, web conferencing, and control technology in classroom consoles
- Provide quality technical resolutions to incidents and problems
- Monitor the incident ticket queue in the service management tool and provide expert support by responding to, resolving, recording, and closing service incidents
- Provide technical training to staff, faculty, students and external clients on how to use a variety of audio-visual media equipment
- Collaborate and consult with ICT Infrastructure on network and wireless issues
- Act as a backup person for other members of the ICT Support group and participate on ICT project teams as required
- Maintain and ensure clear communication occurs with clients and stakeholders during all stages of the project.
Requirements
- Community College Diploma with three years experience in a commercial or institutional AV environment in a maintenance or installer role
- AV Control System Specialist or AV Control System Professional certification or Extron Certified Specialist required
- ITIL Foundation Certification, AVIXA Certified Technology Specialist (CTS) and A+ certification, a definite asset
- Strong skills and experience with audio visual presentation control systems such as Extron
- Exceptional problem-solving skills for AV technology and wiring; ability to perform hardware maintenance
- Must be able to read and comprehend signal paths as laid out in an audio, video and control flow functional diagram/drawing
- Must be able to work in an environment using Microsoft’s MECM, active directory, Software Centre, web conferencing and have experience using an IT service management ticketing system
- Knowledge in networking fundamentals including TCP/IP, VLANs, WiFi, VPNs, and firewall routers
- Strong technical knowledge and experience with computer hardware, operating systems and applications; ability to diagnose, troubleshoot and provide timely resolutions; i.e. Microsoft 365 applications, Windows and Mac operating systems
- Demonstrate exceptional customer service skills in high profile, highly stressed situations.
- Effective collaboration skills, particularly in influencing, and negotiation skills with staff and faculty with varying levels of technical expertise
- Strong organizational skills, accuracy and attention to detail, proven ability to handle multiple priorities, work under short deadlines and manage changing priorities.
- A positive professional attitude with a passion to be a lifelong learner for new technology and demonstrating initiative.
- Physical ability to remove, replace and install equipment.
- Must have a valid G level driver’s license.
Benefits
- Inclusive workplace policy
- Flexible work policy
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