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1st Tier Technical Support

City: Vancouver
Date: 15 May 2017
Category: Technical Support

Job Posting #: SD 0272017IT
Posting Date: May 15, 2017

Position Available
1st Tier Technical Support - SelfDesign Learning Community

Position Purpose
The 1st Tier Support will use extensive knowledge and skills obtained through education and experience to ensure all SelfDesign contractors and users of systems technical support queries are met. The 1st Tier Technical Support team is the front line for all issues internally and externally for SelfDesign systems, which are communicated by either telephone, email, discussion forums, or support tickets. The 1st tier team attempts to solve all issues, or requests for assistance from 2nd or 3rd tiers of support in order to find a resolution. Throughout the process the 1st tier communicates with the requester until the problem has been resolved and the issue closed. The 1st tier support writes helpful documentation geared towards the end user, hosts training sessions for groups, and performs light administration duties directly related to the end users.

Candidate will have contact with internal contractors, 3rd parties, and users of SelfDesign Systems.

The 1st tier Technical Support works within the Information and Technology Department and directly reports to the Director of Information and Technology.

Essential Duties & Responsibilities
Provide in-depth product support to SelfDesign and users of SelfDesign systems by resolving incoming inquiries of the application and/or launched program
Respond to inquiries via telephone, written internet based email, or chat sessions
Resolve client concerns and recommend alternative and/or corrective action to clients in the event of technical difficulties
Reproduce technical problems reported by using test accounts and/or emulating the same work flow
Track all incoming client inquiries via ticketing system to resolution solely or by requiring further escalation to 2nd or 3rd level support members within defined SLA parameters
Consult user guides, organizational documentation, or developer notes to research and understand issues and offer corrective measures
Provide assistance in user management and permission changes
Provide assistance in file management and permission changes
Guide and educate users with advice on inquiries that can be self-serviced to empower end-users
Raise client experience and application issues to development teams with the use of the organizations ticketing and revision control system
Raise product improvement and new feature tickets based on observed user experience and efficiency for the end users and for the organization internally
Write and maintain technical and end-user training documentation
Update public facing support status notification websites and community discussion areas when known incidents arise
Host regular training sessions for users of SelfDesign systems

3 years experience working in a similar role
Solid understanding with troubleshooting Microsoft End User Operating Systems
Solid understanding with troubleshooting Apple MacOS End User Operating Systems
Solid understanding with troubleshooting issues related to Web Browsers (IE, Edge, Safari, Chrome/WebKit based, Firefox) on the Desktop
Solid understanding with troubleshooting issues related to Web Browsers and Apps on mobile devices (Phones, Tablets)
Understanding of Networking
Understanding of Messaging (SMTP, POP3, IMAP, XMPP)
Understanding of relational databases (SQL)
Understanding of Authentication Processes and Directory Services
Experience with Issue Tracking Systems (OSTicket, OTRS, ZenDesk)
Experience with Revision Control Systems (Git, SVN)
Experience with some or all of the applications and tools we use for our daily operations (listed below)
Must be an effective and efficient problem solver
Possess the ability to work effectively in a team environment, as well as independently with minimal direction
Must have strong interpersonal and communications skills including well developed verbal and written English

Some of the Tools/Applications we use:
Basecamp, Dovecot, Drupal, FusionDirectory, Gitlab, Google Suite for Education, Grafana, JasperServer, Mailchimp, Moodle, MySQL/MariaDB, MongoDB, Netsuite, NodeJS, OnlyOffice, Openfire, OpenLDAP, PHP, Piwik, Powerschool, RocketChat, Skype, Teampass, Wordpress, YOURLs, Zabbix, Zoom

Working Conditions
Remote working from home office. Minimal travel required. Availability from 8:30 am - 4:30 pm Monday to Friday mandatory, with outside of daily working hours on call support required - shared with other technical support members.

Candidates must have access to a private workspace with reliable internet service.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel in this position. All contractors may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Additional information:

Salary Range and Contract Duration
Dependent upon education and experience. Please provide current salary range information. Duration of contract will be for a 1 year period and has the potential for annual renewal.

Interested Applicants
Please submit a cover letter (quote job number), resume, salary history, and the names and contact information of three references.

Position will remain open until filled. Application review begins immediately and position start is immediate. This contract is contingent on successful completion of a criminal background check.

About SelfDesign
The SelfDesign Learning Community is among the largest distance/distributed learning schools and personalized learning programs in British Columbia, Canada. Completely funded by the BC Ministry of Education, SelfDesign enables learners to complete K-12 by exploring their interests and taking the lead in their own learning and life. With personalized guidance and ongoing support from BC-certified educators, learning unfolds at home and within local and online communities.

In accordance with SelfDesign's approach to learning, we support the safety, acceptance, and inclusion of all learners in regard to ability, learning style, culture, gender identity and expression.

Learn more at
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