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Systems Support Technician II
at Human Resources (Anywhere)
Systems Support Technician II
Helping to save lives and protect property, E-Comm 9-1-1 is the regional emergency communications centre for southwest British Columbia. Our customers are emergency responders and the more than two million residents they serve throughout Metro Vancouver, the Sunshine Coast Regional District and Whistler/Howe Sound.
E-Comm is the central answer point for 9-1-1 where more than one million calls arrive each year. Our employees dispatch for 23 police and fire departments, operate the region’s shared radio system (one of only a handful in North America) and provide technical support to police, fire and ambulance through a variety of applications and support systems.
A recognized leader in emergency communications, E-Comm is an organization where people are passionate about their work and public safety. We’re committed to creating a healthy work environment and we’re looking for people to join our team who thrive on making a difference and who embrace challenge, variety, diversity and our values of respect, integrity, collaboration, accountability and service.
Are you ready for a rewarding and exciting career with a competitive salary and benefits? Join us in helping to create safer communities through outstanding service, every call, every time. Learn more about the benefits of working at E-Comm.
General Accountabilities:
Reporting to the Service Desk Manager, the Systems Support Technician II provides second level technical support and problem resolution services to E-Comm clients for a variety of computer and telephony systems. An incumbent troubleshoots and resolves moderate to complex support issues; and works with senior technical staff to contribute to the planning and implementation of IT projects. An incumbent is accountable for adhering to established response times in accordance with Service Level Agreement metrics and is required to provide after-hours and weekend on-call support on a rotational basis.
Nature and Scope:
Provides second level technical support and problem resolution services to E-Comm clients for a variety of computer and telephony systems hardware and software; investigates, diagnoses and resolves problems; troubleshoots connectivity problems; refers major unresolved problems to senior technical staff, vendors and/or appropriate agencies and follows up with same.
Installs and configures new and upgraded server and workstation software and hardware components; tests software applications, special programs and new equipment on same.
Installs, sets up and configures administration and call centre telephone sets and voicemail menu services.
Monitors voice and systems trouble indicators and ensures for the continued operability of systems.
Assists System Administrators in performing user account administration duties such as adding, modifying and deleting user accounts, creating user groups and e-mail accounts.
Provides routine server support; monitors system; performs routine server administration tasks such as monitoring system and application event logs, monitoring space requirements, troubleshooting server application issues and performing server reboots.
Carries out special projects and participates with superiors in project planning as required; assists in the evaluation and acquisition of new hardware and software; develops and implements test plans.
Creates and maintains system documentation.
Performs related work as required.
Education and Experience:
Degree or diploma in Computer Science or a related discipline and sound related technical support experience, or an equivalent combination of training and experience.
Knowledge, Skills and Abilities:
• Knowledge of computer and communications systems, concepts and technologies.
• Knowledge of standard software applications and utilities used in the work.
• Knowledge of the standards, policies, practices, procedures and regulations related to the work performed.
• Knowledge of IT security concepts and issues.
• Ability to investigate, analyze and resolve a variety of moderate to complex software, hardware and telephony systems problems.
• Ability to perform routine voice system services such as programming non-call centre telephone sets, creating voice mail boxes and resetting passwords.
• Ability to perform routine systems administration and server support tasks.
• Ability to create and maintain systems documentation.
• Ability to establish and maintain effective working relationships with a variety of internal and external contacts and to provide advice, information and assistance to same.
• Ability to communicate effectively, orally and in writing.
• Ability to meet deadlines and to work with minimal supervision.
• Ability to lift, carry and install end-user equipment weighing up to 50 lbs.
• Skill in the operation of equipment used in the work.
Additional Requirements:
• Must successfully complete a 9 month probationary period or a 6 month trial period.
• Will be required to work at various work sites – must have an insured vehicle and a valid BC Drivers License with a clean driving record and the ability to drive day or night.
• Must obtain and maintain RCMP Reliability Status (security clearance).
Additional Information:
Number of Vacancies: 1
Hours of Work: Average Weekly Hours – 40. Please Note: Shift Work/On-Call during evenings, weekends, and holidays
Department: Information Technology
Employee Group: Union – CUPE, Local 873
Salary Range: Pay Grade 22 ($26.07 to $30.68 per hour)
Position Status: Regular Full-Time
To apply please visit our website at www.ecomm911.ca and click on “Join Our Team”
See specific postings for how to apply for positions at E-Comm. Due to the high volume of applications received; only those candidates considered for an interview or testing will be contacted further. No phone calls please. Thank you for expressing an interest in employment with E-Comm. We wish you success in your job search.
* Compensation: $26.07 to $30.68 per hour * Principals only. Recruiters, please don’t contact this job poster. * Please, no phone calls about this job! * Please do not contact job poster about other services, products or commercial interests.Viewed: 109 times
