- Work with clients to understand and resolve their computing and related technology issues.
- Provide guidance and technical advice to clients.
- Document client requests.
- Provide timely responses to initial requests for information or assistance as per CSCF policy, prioritizing response among multiple requests.
- Resolve problems where the incumbent has the required skills and resources. Forward problems to those who are best suited to solve them based on expertise and resource availability.
- Keep clients informed of the progress toward resolution of their issues.
- Develop the skills (appropriate to the incumbent's USG level) to resolve client issues directly.
- Communicate with clients and peers (within the School and elsewhere) effectively, clearly, and with empathy.
- Provide documentation for both technical and non-technical audiences.
- Record work activity for both internal and client use.
- Specify, purchase/acquire, and test computer hardware and software.
- Manage the hardware lifecycle, from provisioning and deployment through decommissioning.
- Specify, test, and deploy systems and application software on a variety of platforms, including servers, desktop, and laboratory systems.
- Manage large and complex computing environments.
- Manage and maintain critical network services in support of the School's operations.
- Document systems, processes, and procedures.
- Diagnose and resolve system and application problems, monitor system and application performance.
- Identify, propose, and acquire or develop applications and technological solutions to support the School's academic and research missions.
- Manage technical projects using best practices to achieve successful outcomes.
- Recommend enhancements and improvements to systems and processes; provide guidance on technological evolution.
- A university degree in a computing discipline together with relevant experience, or an equivalent combination of education and experience.
- The IT Specialist is expected to develop competencies to at least the USG 11 level over the course of their career. See Career Path Matrix.
- Strong client service skills and demonstrated ability to work as part of a team. Ability to learn quickly and adapt to change. Ability to apply abstract thinking to solve complex problems. Able to work with minimal supervision. Good organizational, time management, and communication skills.
- The IT Specialist is expected to develop system administration skills for at least one of Windows, Mac OS, or Unix based systems, or equivalent skills in software development or systems support, with demonstrated potential to gain expertise in other areas. Familiar with software, systems, and component level hardware aspects of supporting changing environments. Demonstrated front-line support skills.
- Core skills and competencies with intermediate to in-depth Linux server system administration, KVM and LXC virtualization VPN, OSI layer 2+, network routing (Anycast, OSPF and BGP), HP and Mellanox(Onyx) switches.
- Must be able to use verbal and written communication effectively with audiences of a wide range of levels of technical knowledge and understanding. Capable of dealing with people experiencing high levels of stress.
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Information Technology Specialist - Waterloo, Canada - University of Waterloo
Description
Overview
The Information Technology Specialist (IT Specialist) is responsible for the provision and support of all information technology and related computing systems in the David R. Cheriton School of Computer Science. These responsibilities include management of computing environments and supporting
infrastructure, enabling and improving outcomes for administrative, teaching, and research computing in the School.
This Infrastructure role should have core skills and competencies with intermediate to in-depth Linux server system administration, KVM and LXC virtualization VPN, OSI layer 2+, network routing (Anycast, OSPF and BGP), HP and Mellanox(Onyx) switches.
This position will work and document independently, while developing strong collaborations with internal and external stakeholders.
Responsibilities
Client Service
Systems and Applications Management
Services Development
Qualifications
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