Tower Support System Administrators

Public Sector client is seeking a System Administrators to provide IM/IT support over the telephone, in tickets (Service Requests and Incidents), by email, in person, and using Microsoft Teams. They will support public clients, including employees, contractors and their partners and co-locators with network accounts, working from home or from a client location in Canada.

Mandatory Requirements

• Must have experience to provide in person IM/IT support for a Canadian Government Department or Agency within the last 5 years;
• at least five
• Must have at least 5 years’ experience, within the last 10 years, as System Administrator – Intermediate;
• Must have a minimum of 5 years of experience, within the last 10 years, assisting clients with MS365. This must include, at a minimum, Outlook, Word, Excel;
• Must have a minimum of 5 years of experience, within the last 10 years, using remote administration and support tools, (example: taking control of the client’s desktop using Microsoft’s Remote Assistance, to assist clients with incidents and problems);
• Must have a minimum of 3 years of experience, within the last 6 years, assisting clients with Microsoft Teams, including chat and video;
• Must have a minimum of 5 years of experience, within the last 10 years, working with an incident/problem management tracking software (example: BMC Remedy Action Request System);
• Must have a minimum of 5 years of experience, within the last 10 years, installing, upgrading and troubleshooting computer hardware (example: desktops, laptops, printers, etc.) in a large Microsoft Windows network environment, minimum of 2000 clients;
• Must have a minimum of 5 years of experience, within the last 10 years, helping clients to resolve issues with Smartphones and Tablets’ (example: Blackberry, Android, Apple) configuration and troubleshooting;
• Must have experience coaching and advising clients in the use of video conferencing software and setup, including Microsoft Teams;
• Must have a minimum of 3 years of experience, within the last 7 years supporting a Government of Canada network

General Tasks

• Application Support-(including MS365 (Teams, Word, Excel, Power Point, Outlook, Sharepoint))
• Workstation Support (laptop/desktop, docking stations, monitors, etc.)
• Network Printer Support
• Peripheral Support (including standalone printers, label makers, etc)
• Network Connectivity Support
• Telephony Support (both desk side telephones and Smartphones (IOS, Android))
• IM/IT Advice and Guidance
• Office Moves (IT Aspects)
• Performing initial analysis and triage of incidents, requests and problems using IT Service
  Management Software (BMC Remedy)
• Actioning/Updating/Tracking/Completing client ITSM Service Requests
• Incident Escalation
• Email Support
• VCNet Support (Video Conferencing)
• Remote Access Support (VPN, Citrix issues, etc.)
• Special events (temporary office setup)
• Cyclical replacements and disposal
• Laptop Loan
• Polycom conference set loans
• Support for teleworks
  a. Within Canada
  b. Outside Canada
• Laptop Rebuilds
• Password support for various IT systems
  a. Laptops and Desktops
  b. Smartphones
  c. Tablets
• RSA Token support
• iPad setup/advice/guidance
• IM/IT Advice and coaching
• Desktop Builds
• Working and collaborating in a team environment