Technical Support Technician - Toronto, Canada - University Health Network

University Health Network

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

TECHNICAL SUPPORT TECHNICIAN
Posting #: 928653

Union:
Non-Union

Site:
UHN Sites

Department:
UHN Digital

Reports to:
Manager, Technical Support

Hours: 37.5 per week

Shifts: 24/7 environment; shift work is required

Salary:
$57,736 to $72,170 annually (To commensurate with experience and consistent with UHN compensation policy)

Status:
Permanent Full Time

Posted Date:
February 12, 2024

Closing Date:
February 23, 2024

The University Health Network, where "above all else the needs of patients come first", encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education.

The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education.

With a long tradition of ground breaking firsts and a purpose of "Transforming lives and communities through excellence in care, discovery and learning", the University Health Network (UHN), Canada's largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers.

UHN is a caring, creative place where amazing people are amazing the world.

UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.

Position Summary

UHN Digital is improving customer service delivery across the organization because timely support of UHN staff and students is paramount to our ability to transform lives and communities.

Our mission is to digitally enable UHN and this position is the catalyst for rolling out this vision to our organization.

The Technical Support will perform a variety of tasks and may need to work across all of our sites. The broader team provides 24/7 coverage to ensure we are supporting our users and critical systems.

Duties

Technical Support of Hardware and Software
Provides incident and problem management support in accordance to established Technical Support SLA
Strong customer interaction skills for support in our clinical, research, education and administration environments
Lead investigations; perform rootcause analysis on IT problems; provide solutions using specific product knowledge, system utilities, and operating environment
When required, escalate problems and issues to product vendors and management, including services that exceed response time, repair time, lack of parts, or any other issue that could impact customer satisfaction
Facilitate, manage and initiate interactions between vendors and other UHN Digital support teams
Perform minor configuration and troubleshooting on end user devices and technologies i.e. add RAM to PCs and/or install OS
Perform basic troubleshooting on switch ports configuration to check for possible misconfiguration and possibly minor changes to configuration.
Perform basic troubleshooting on meeting room audio and visual equipment
Travel to any UHN site, as required
Proactive maintenance and support on systems to ensure uptime and reduce needs for users to call in issues
Perform installs, moves, add, changes and decommission of computer equipment
Schedule bulk PC installations in coordination with business leads to maximize efficiency and ensure adherence to established timelines
Unpack, lift and push/move boxes of equipment when required
Move, configure, deploy and test UHN IT assets, as required
Plans, develops and implements operational improvements that will maintain system efficiency and minimize system issues/bugs while working within the UHN Digital standards/practice
Manages Request for Change (RFC) preparation
Document and report on all work performed in the UHN Digital incident and problem management ticketing system
Perform Site inventory as required

Qualifications

Required 1 to 2 years of practical and related experience with the following responsibilities
At minimum, completion of a 3 year community College program in a computer related field or recognized equivalent is required
Solid hardware knowledge with PCs, mobile computing and peripherals
Practical knowledge of networking, TCP/IP, patching with switches telecommunication operations, electronics and general maintenance, troubleshooting and repair of telecommunication equipment
Selfmotivated team player
Good analytical and problem solving skills
Good verbal and written communication skills
Good interpersonal skills
Able to work with mínimal supervision on simple to moderately complex tasks
Able to work with multidisciplinary teams in a positive and productive manner
Ability to effectively deal with high priority unscheduled tasks and problems
Understands basic Internet and client/server architectures
Understands how various issues a