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full time Systems Support Technician II - Ecomm 911

at E-Comm 9-1-1 in Vancouver

Helping to save lives and protect property, E-Comm 9-1-1 is the regional emergency communications centre for southwest British Columbia. E-Comm’s customers are emergency responders and the more than two million residents they serve throughout Metro Vancouver, Sunshine Coast Regional District and Whistler/Howe Sound areas. E-Comm provides 9-1-1, radio and technical support systems for all emergency services (police, fire, ambulance), and dispatch communications services for 23 police and fire departments.

A recognized leader in emergency communications, E-Comm is an organization where people are passionate about their work and public safety. E-Comm is committed to creating a healthy work environment for their employees. We thrive on making a difference and embrace challenge, variety and diversity. Respect, integrity, collaboration, accountability and service are the values of E-Comm employees.

Are you ready for a rewarding and exciting career? Join us in helping to create safer communities.

GENERAL ACCOUNTABILITIES

Reporting to the 9-1-1 Systems and Technical Support 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 Licence with a clean driving record and the ability to drive day or night.
-Must obtain and maintain RCMP Reliability Status.

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
Salary Range - $26.07 to $30.68 per hour
Employee Group - CUPE, Local 873
Position Status - Regular Full-Time

Please submit your resume, quoting position number C-127-08 by August 4, 2008 to E-Comm, Human Resources Department, 3301 East Pender Street, Vancouver, BC V5K 5J3 or online at human.resources@ecomm911.ca.

Internal Applicants - closes August 4, 2008. Internal applications received after this date will be considered as late applications.

External Applicants - ongoing until position is filled. We wish to thank all candidates in advance for their interest. Only those selected for an interview will be acknowledged.

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Published at 25-07-2008
Viewed: 75 times
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