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 Specialist supporting University of Toronto Mississauga end-users, service-desk tickets, devices, software, and classroom technology. Troubleshooting technical issues and training students, staff, and faculty.
Responsibilities
- Respond to and categorize end-user service requests sent to the UTM Service Desk
- Probe end-users for information to identify problems and establish needs
- Liaise with technical specialists to resolve end-user issues
- Manage support phone calls and emails
- Train end-users on procedures and supported IT systems
- Update and maintain service activities documentation
- Prepare and edit knowledge base articles as required
- Troubleshoot networking connectivity issues for end-users
- Liaise with students, staff, and faculty regarding I&ITS support and services
- Work within a ticket system to manage assigned work
Requirements
- Bachelor's Degree in an IT or related program, or acceptable combination of equivalent experience
- Minimum three years in a heterogeneous Windows, Mac OS, and Unix/Linux environment
- Diverse application experience, including Office 365 applications, email applications, Microsoft operating systems, and web browsers
- Experience installing, configuring, troubleshooting, and repairing desktop computers, PCs, Macs, and mobile devices
- Experience setting up wireless access
- Knowledge of personal digital tools, technologies, and software
- Knowledge of application deployment and desktop management technologies such as SCCM, Parallels, RDP, and Apple Remote Desktop
- Experience installing, configuring, and supporting software applications such as SPSS, SAS, Minitab, Mathlab, desktop publishing software, and Adobe products
- Knowledge of audio-visual and classroom technologies
- Experience performing basic troubleshooting with multifunction printers
- Knowledge of networks and network protocols including SMTP, IMAP, POP3, DNS, and DHCP
- Solid troubleshooting and analytical skills
- Demonstrated interpersonal skills under pressure
- Superior ticket, email, and telephone etiquette and commitment to high-quality service
- Ability to work within a ticket system to manage assigned work
- Ability to work with frequent interruptions and handle multiple problems in a timely manner
- Good judgment, discretion, and tact
- Effective oral and written communication, including communicating technical concepts to people with limited technical backgrounds
- Ability to work effectively independently and as part of a team
Benefits
- Casual hourly appointment
- Diversity and inclusion commitment
- Voluntary diversity survey with confidential information
- Accessibility accommodations throughout the application and hiring process
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