Technical Support Specialist 2

Overview

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.

Employment Status

Union - CUPE Local 402 - Term (1 Year)

Scope

The Technical Support Specialist 2 works under general direction to build, test, deploy, 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, AV/conferencing, and POS; isolate and resolve performance issues; build, re-image, install/move/remove, upgrade, or replace desktop hardware, software, cabling/peripherals, and stands/mounts; develop documentation and reports, coordinate formalized change control, educate and evangelizing best practices, as well as related functions as required.

Responsibilities

• The successful candidate will be able to complete work assignments and react to situations and problems by taking action and balancing priorities, consult and collaborate with others as required, provide advice and guidance to junior staff in a proactive manner and use resources responsibly. • Investigate, assess, mitigate, and resolve routine or complex software, hardware, and communication problems on computers, printers, peripherals, and productivity technologies. • Research, recommend, build, (de)provision, (re)configure, upgrade, install, replace, or relocate desktop and other end user hardware, software, and peripherals, using asset management and change control. • Prioritize and schedule work to complete assignments and resolve problems on time. • Communicate routine information with external organizations including vendors. • Consult and collaborate with appropriate technical and business resources to resolve problems. • Follows and updates asset management tracking, change control, service management, and related procedures. • Investigates and establishes standards and solutions for the physical space and installation requirements for equipment.

Qualifications

• Completion of a diploma in information technology or a related field, plus three (3) years of related experience. • An equivalent combination of education and experience may be considered. • This position involves the completion of a Police Information Check. • Experience with onboarding new staff, including senior leaders, which involves setting up and configuring hardware and software, providing out-of-the-gate orientation on a wide range of systems, software, and services, and establishing a trust and credibility with colleagues and customers is an asset.

The successful applicant will be able to demonstrate:

• An understanding of Windows Desktop operating systems, common desktop applications, frameworks and components. • Strong commitment to service and willingness to go beyond the call of duty to meet needs of customers. • An understanding of Windows Server core functions like Active Directory, Group Policy, DHCP, and DNS; an understanding of IP addressing. • Technical problem solving, and root cause analysis. • The ability to produce and maintain technical, peer, and end user documentation. • The ability to improve operational processes and technical configurations. • The ability to manage multiple tasks and priorities, coordinate with customers and teams, manage expectations. • The ability to stay current with industry trends and technologies, an aptitude for learning.

Conditions of Employment

This position requires completion of a Police Information Check.

Successful applicants must provide proof of qualifications.

Closing Date

This job will be posted until filled.

Our Values

Integrity - Service - Teamwork - Innovation - Community

Category

Information Technology