IT Support Technician/technicien, Soutien - Montréal, Canada - World Anti-Doping Agency

World Anti-Doping Agency

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

_Voir la version française à la suite de la version en anglais_

IT Support Technician

Group:
IT Data and Digital Development

Reports to:
Head of IT Operations and Security

Location:
WADA Headquarters, Montreal, Canada

Posting deadline: 29 September 2023

WHO WE ARE

The World Anti-Doping Agency (WADA) was established in 1999 as an international independent agency to lead a collaborative worldwide movement for doping-free sport.

As the global regulatory body, WADA's primary role is to develop, harmonize and coordinate anti-doping rules and policies across all sports and countries.

Our key activities include:

scientific and social science research; education; intelligence & investigations; development of anti-doping capacity; and, monitoring of compliance with the World Anti-Doping Program.

POSITION OVERVIEW

The IT Support Technician focus will be to assist end-users with their on-going technical issues regarding office equipment, software, and hardware.

They are responsible to keep computer systems running smoothly and efficiently. They will also supply end-users with training on the different technologies available to them.

The technician will have to troubleshoot the different problems that surface, solve them, and communicate the solution both in-person and remotely.

The IT support technician is also responsible for devices setup and maintenance. They must be extremely knowledgeable about the equipment they are providing support for to best assist the end-user.

MAIN CHALLENGES

Able to translate complex technical issues into simple terms for the enduser that is not technical to understand. They must understand and address their audience;
Problemsolving and time management are key to address and prioritize the numerous various requests coming from different channels and endusers.

KEY RESPONSIBILITIES

Serve as first point of contact for IT support within the organization;
Provide support on daily incidents and requests and ensure they are addressed in order of priority and per the established Service Level Agreement (SLA);
Diagnosing and troubleshooting software and hardware issues;
Create, update and track support tickets using WADA's incident management tool;
Identify opportunities for innovation in enduser service delivery;
Provide & create IT documentation (maintain and update technical documentation regularly);
Test new hardware and software before fullscale installation;
Configure, deploy, troubleshoot, and provide hardware support for the following, but not limited to laptops, computers, mobile devices and printers (repairing and replacing damaged components);
Provide exemplary customer service to end users and proactively address their needs to ensure highlevel client satisfaction;
Assist in emergencies where immediate action is required;
Manage multiple priorities and adjust to changing work demands and projects;
Update and maintain hardware inventory records and ensure hardware reaching their endoflife is replaced;
Collaborate on other WADA departmental IT projects including remotely in WADA Regional Offices;
Participate and engage actively in team meetings.

QUALIFICATIONS AND SKILLS

Postsecondary education in an IT discipline (DEC, AEC);
Knowledge base of computer networking referring to interconnected computing devices that can exchange data and share resources with each other;
Consistent, timely delivery of highquality work with an ability to prioritize tasks based on relative importance and urgency;
Ability to provide accurate analysis and suggesting appropriate solutions to problems encountered;
Flexibility, energy, and ability to work well with others in a team environment;
Strong interpersonal, troubleshooting, and organizational skills;
A relevant Microsoft Azure certification is an asset;
Indepth knowledge of Active Directory (AD,), Office 365 Knowledge of networks, Wi-Fi AP, LAN, WAN and WLAN;
Able to work with little supervision;
Knowledge in SharePoint environment and functions;
Ability to work effectively in a fast paced and changing environment;
Ability to work well under pressure, meet deadlines and solve problems in timely fashion;
Excellent organizational and strong interpersonal skills;
Excellent oral and written skills in one of the two WADA official languages (English/French) and very good command of the other official language. Additional languages are an asset;
Periodic work in the evening or on weekends;
Supporting regional offices in different time zones (Europe & Asia);
No travel required;
Must be available to work up to 75% of the time in the office;
Fit with organizational culture: Teamwork, team spirit and love of sport;
Aligned with WADA core values: Integrity, Openness and Excellence.