Work Hours: Mon/Tue 10am – 6pm; Fri/Sat 11pm – 11am.Summary of DutiesProvide technical & user support (Level 1 & 2), IS/IT Support 24 hr Call Centre environmentProvide rapid response via phone, electronically, remote session and/or in personTroubleshoot time sensitive calls, resolve technical hardware and software issuesSoftware and hardware installations/repairsResearch questions using available information resourcesFollow escalation protocols/procedures to appropriate tiersIdentify and mitigate risksLog Support calls using Call Centre tracking system, monitor, route, escalate, close/resolve.Prepare/generate activity and management status reports and maintain documentationStay current with system information, changes and updatesCabling/connectivity, LAN, paging/cell phones telecom supportNetwork/system monitoring (NOC) triage, escalate, updates accordingly;Wireless support (connectivity, set up, troubleshooting)Performs production system tasks and manages offsite backup rotation inventoryActively participate as a member of Client Services support teamPerform light lifting 25 lbs as requiredPerform other duties, as requiredQualifications/SkillsSignificant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment requiredExtensive current related experience supporting Apple products such as MAC, iPAds and iPhonesCollege/University or industry professional designation in a related technical field;Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencingAble to work independently and efficiently to meet deadlinesSelf-motivated, detail-oriented and organizedExcellent people skills and time management skillsComfortable in a patient care settingExcellent knowledge of Windows-based technical support environmentGood understanding of TCP/IP network architectureExcellent knowledge of Microsoft Office 2003 and 2010Excellent knowledge of iOS and Apple certified (OS X, ACMT or ACSP)CompTIA A+ and CompTIA Network + certifications If you are looking for an exciting opportunity and to build a career in an innovative and dynamic organization, submit your resume by clicking on Apply Now below.Sunnybrook Health Sciences Centre is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your cover letter.Sunnybrook Health Sciences Centre is strongly committed to inclusion and diversity within its community and welcomes all applicants including but not limited to: visible minorities, all religions and ethnicities, persons with disabilities, LGBTQ persons, and all others who may contribute to the further diversification of ideas.
