Senior IT Technician
City : Ottawa
Category : Regular Full Time
Industry : Education
Employer : University of Ottawa
The University of Ottawa—A crossroads of cultures and ideas
The University of Ottawa is home to a dynamic community of over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroad of cultures and ideas, where bold minds come together to inspire game-changing ideas. We believe in the power of representation, and that increasing the diversity of our faculty and staff supports this objective. Our goal is to provide students with the best possible learning experience, in an environment that reflects the diversity of its people, their ideas, and their identities.
We are one of Canada’s top 10 research universities—our professors and researchers explore new approaches to today’s challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong!
*This position may be eligible for a telework arrangement. Learn more about our telework guidelines click here
About the Telfer School of Management
The Telfer School of Management at the University of Ottawa is located in the heart of Ottawa and is the proud academic home of some 4,300 students,200 faculty members, over 100 staff members, and over 30,000 alumni.
At Telfer, everything we do from teaching to research, to policy advice is firmly aligned with helping Canada reach its potential. We believe that better business practice means a better Canada and that a better Canada means a better world.
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 you will:
- Provide a senior level of support to identify, analyze and implement corrective actions to resolve the most complex technical issues in a timely manner.
- Assess various networks’ capacity to support the current and future needs of the faculty/service and provide recommendations.
- Provide specialized technical installation services to internal clients for hardware services.
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)
Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:
Planning: Organize in time a series of actions or events in order to realise an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.