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Job title: 1st Level Support Agent
Company: Natural Sciences and Engineering Research Council of Canada
Job description: Additional Information: The salary is under review/Le traitement (salaire) est en cours de révision
Language requirements:
Bilingual imperative (various profiles)
Open To:
Persons legally entitled to work in Canada, who are currently residing in the NCR.
Closing date: February 19, 2021
Special posting considerations: Preference will be given to Canadian citizens.
Important Note: The salary is under review.
Equivalent to CS-01 for employees of the Public Service.
Intent of the process:
The intent of this advertisement is to staff three (3) determinate positions and to establish a pool of partially qualified and qualified candidates that may be used to staff a determinate or indeterminate position within NSERC or SSHRC, following the results of the competition.
The pool could be used to offer assignments, secondments, deployments, or Interchange Canada Program opportunities.
Candidates must meet the essential qualifications (education and experience) to be appointed to the position.
Candidates will be required to provide proof of education, either a diploma or an official transcript.
A written examination and an interview may be administered.
We are committed to being an employer of choice by offering a progressive, positive and flexible work environment. We value our contribution to Canada and are proud of our reputation for supporting research excellence.
Job Summary
As a first-line responder, provides end-user technical support and advice to the Councils’ internal and external clients. Support is relative to standard and complex issues pertaining to desktop infrastructure, standard office tools, tele-presence, in-house developed systems and advanced technical issues.
Statement of Qualifications
Education
Successful completion of one year of post-secondary educational program in computer science, information technology or in a field of study related to the position, or an acceptable combination of education, training, or experience.
Experience
Significant* experience in troubleshooting microcomputer (e.g. desktop, laptop) hardware, peripherals and software problems;
Sound** experience in preparing basic system documentation, reports, and correspondence;
Sound** experience in providing client support services via telephone, email, in person;
Experience in desktop configuration (e.g. applying images and updates);
Experience in troubleshooting audio-visual/video-conferencing solutions.
- Significant is defined by three or more years of experience.
** Sound is defined by one or more years of experience.
Knowledge
Knowledge of IT service management tools and processes;
Knowledge of a PC/LAN environment and various office automation products;
Understanding of informatics related technologies and techniques;
Knowledge of industry trends, developments and techniques.
Abilities
Ability to install and support desktop-based hardware, software, office applications (e.g. Microsoft products)and telecommunications devices, conduct remote or on-site installations or diagnostics of problems;
Ability to communicate ideas and information clearly and correctly orally and in writing;
Ability to understand messages correctly, follow established procedures and respect and understand the needs of others;
Ability to work under pressure;
Ability to deal with difficult interactions.
Personal Suitability
Client Service Orientation
Judgment
Initiative
Diplomacy
Reliability
Patience
Condition(s) of Employment
Security Clearance: Enhanced Reliability Status
Willingness to work overtime on weekends and evenings occasionally.
In their application, candidates must fully demonstrate that they have all of the required qualifications.
We are committed to inclusive, barrier-free recruitment processes and work environments. If contacted regarding this competition, please advise us in a timely fashion, of any accommodation assistance you require to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.
We are an equal opportunity employer and encourage applications from women, members of a visible minority group, Indigenous Peoples and persons with disabilities.
Organizational Needs
Selection may be limited to members of the following Employment Equity groups: Indigenous Peoples, persons with disabilities, visible minorities, women.
Acknowledgment of receipt of applications will be sent. Only those selected for an exam/interview will be contacted.
If you require additional information on the position, please contact us at
Expected salary: $52401 – 61648 per year
Location: Ottawa, ON
Job date: Sun, 07 Feb 2021 06:33:27 GMT
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