Technical Support Specialist 2 – City of Surrey (Surrey, BC)

City of Surrey
Technical Support Specialist 2

As one of the fastest growing cities in Canada, City of Surrey is a globally recognized leader in building vibrant, sustainable communities through technology and innovation.

City of Surrey employees are talented innovators, inspired by meaningful work and the opportunity to drive our city—and their careers—forward. Build a City. Build a Future at the City of Surrey.

SCOPE
The Public Safety Department is looking to add a Technical Support Specialist to its team! The Technical Support Specialist 2 works under general supervision to build, test, maintain & support, and operate associated technology. This role comprises of tasks such as completion of service requests and incidents within specified time periods, 1st and 2nd level client support, investigate, assess and resolve software, hardware and communication problems on networked computers, printers, and AV/conferencing; isolate and resolve performance issues, build, re-image, upgrade, or replace desktop hardware, software, and peripherals; develop documentation and reports, coordinate formalized change control, educating and evangelizing best practices, as well as related functions as required

EMPLOYMENT STATUS
Union – CUPE Local 402 – Regular Full Time

RESPONSIBILITIES
The incumbent:

  • Installs, configures, administers, documents and maintains end user hardware, software, and services
  • Completes service requests and incidents within specified time periods
  • Creates, updates and oversees reports for a technical, management stakeholder, or end user audience
  • Investigates, assesses, mitigates, and resolves routine or complex software, hardware, and communication problems on computers, printers, peripherals, and productivity technologies.
  • Uses remote-based tools and automation techniques to minimize travel time and maximize support work efforts.
  • Researches, recommends, builds, (de)provisions, (re)configures, upgrades, installs, replaces, or relocates desktop and other end user hardware, software, and peripherals, using asset management and change control.
  • Prioritizes and schedules work to complete assignments and resolve problems on time.
  • Interacts with others within IT division, client representatives, customers, vendors, IT partners, and other city clients.
  • Communicates routine information with external organizations including vendors.
  • Consults and collaborates with appropriate technical and business resources to resolve problems.
  • Estimates work effort and duration for planning or budgeting purposes.

Applicants will be able to demonstrate the following knowledge skills and abilities:

  • Ability to communicate effectively both orally and in writing.
  • Ability to establish and maintain effective working relationships.
  • Ability to advise clients in a professional manner and explains technical information in an understandable way.
  • Ability to plan and organize work to meet deadlines and achieve project objectives.
  • Ability to apply a work around, improvise, or conduct a root cause analysis.

QUALIFICATIONS

  • Diploma in information technology or related field plus three years of related experience or an acceptable equivalent combination of education and experience.

Apply online at www.surreycareers.ca

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