Information Systems Officer, User Services (T & I) (On-site)

CBC/Radio-Canada • Montreal, QC

13d • Onsite

About The Position

Behind the scenes, but ahead of the curve: help us develop the next-generation public service media organization. Technology & Infrastructure (T&I) is the backbone and the future-forward arm of CBC/Radio-Canada. Our purpose is to constantly innovate to evolve and maintain the Corporation’s technology and infrastructure. We are the people that make stuff work. We make connections between media content, systems, people and places. We are the space in between. A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology — not just in Canada but around the world. Today, we are transforming ourselves into a modern and agile public service media organization. Technology is the driving force, and we are the team making it happen. This role requires full-time on-site presence.

Requirements

• A degree in computer science or a related field.
• At least two years of experience providing on-site or telephone IT support.

Responsibilities

• Provide technical support to users regarding IT and office automation operations, ensuring the smooth operation and monitoring of computer networks, peripherals and software, as well as the management of telecommunications and IT networks. The ultimate goal is to maintain data processing capabilities as well as the availability of all IT systems and office automation software.
• Respond to user difficulties (via phone or other communication channels) by conducting research, diagnostics and analysis to determine the nature of IT system problems; take necessary action based on priority to resolve issues and ensure the continuity of data processing, or escalate the problem when necessary; document in detail the circumstances and actions taken during your shift.
• Work closely with users and the system maintenance and support teams to resolve operational issues by providing relevant information and documentation.
• Ensure the recovery and integrity of files stored on drives, tapes or other media following operational problems, applying the established procedures; ensure the availability and integrity of source programs, software, etc., to successfully restore operational systems.
• Write command files based on gathered information to resolve specific operational problems or enhance operational monitoring; prepare or edit necessary documentation for the use of these files.
• Monitor the operation and performance of equipment, including computers, telecommunications/IT links, drives and other peripherals; contact vendors promptly in the event of a malfunction to arrange repair or replacement.
• Complete the appropriate forms and documents; prepare the necessary correspondence and reports based on available information, following up as required.
• Familiarize other people with their job by explaining your own duties.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level