Senior IT/Telecom Manager leading engineering teams and strategic technology initiatives for CBC/Radio - Canada, Canada’s public broadcaster. Managing infrastructure, projects, procurement and technical standards.
About the role
- IT Support Specialist providing technical support for internal customers including hardware troubleshooting and onboarding activities. Collaborating with teams to enhance technology use and train employees.
Responsibilities
- Provide frontline technical support to internal customers, including hardware troubleshooting, maintenance, and issue resolution.
- Maintain user account integrity and workstation security standards in compliance with external audit requirements (SOX, PCI, SOC 2) and internal company controls.
- Coordinate with cross-functional teams to facilitate employee onboarding and offboarding activities, ensuring timely access provisioning and equipment management.
- Utilize enterprise technologies to image, configure, deploy, manage, and track employee workstations throughout the organization.
- Maintain and continuously improve the IT knowledge base by creating new documentation, updating existing content, and archiving outdated materials.
- Analyze support ticket and service request trends to identify recurring issues and broader environmental concerns, escalating findings to management as appropriate.
- Collaborate with employees and third-party vendors to provide advanced technical support and issue resolution.
- Participate in an on-call support rotation to assist internal customers outside of regular business hours.
- Manage the physical inventory and location of employee technology assets, including support for major office and facility relocations.
- Maintain local conference room technology, configurations, and provide emergency support when required.
- Partner with cross-functional teams on information technology and infrastructure initiatives and projects.
- Process and manage IT-related purchase requests in accordance with company procedures.
- Plan, coordinate, and provide IT support for both internal company events and customer-facing events.
- Perform other duties and responsibilities as assigned.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field required; equivalent combination of education and relevant work experience will be considered.
- 2–5 years of experience in an IT support or technical support role within a fast-paced environment.
- Experience providing technical support to both on-site and remote users.
- Proven ability to work independently, prioritize tasks, and apply strong analytical and problem-solving skills.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
- Strong customer service orientation with experience resolving user issues through phone, remote, and in-person support.
- Advanced troubleshooting skills with Microsoft Office applications and other business software.
- Strong knowledge of Windows operating systems and desktop computing environments.
- Experience diagnosing and resolving hardware, software, and system-related issues.
- Ability to quickly learn, retain, and apply new technical concepts and technologies.
- Demonstrated capability to adapt to evolving technologies and implement new processes and best practices.
- Working knowledge of Windows Command Line Interface (CLI) tools and their use in troubleshooting, system administration, and support activities.
Benefits
- IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve.
- We strive to create an environment where all employees feel valued, respected, and empowered.
- IGT is an equal opportunity employer.
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