B.13 Operations Support Specialist (Level 2)[Secret]

Position: B.13 Operation Support Specialist (Level 2) (Ottawa)

Location: Ottawa, ON

Job ID#: n/a
Mandatory Skills: 5+ Years’ experience
Rate/Salary: Negotiable
Start Date: April 2023

Duration: Contract Position (6 month extendable)
Security Clearance Required: Secret Clearance

Language Requirements: English or French

JOB INFORMATION:

Our end client, a Government of Canada department has provided to Partner Departments, Level 3 and Level 2 Workplace Technology Support Services. WTS is also responsible for the planning, installation, maintenance and support of the Workplace Technology environment: user workstations, networked printers, peripherals and software.

Our client requires external resources to assist with this work and will establish a Supply arrangement with qualified technical support firms upon which it can draw from.

SCOPE OF WORK

Operations Support Specialist Level 2 - Workplace Technology Support Technician

Provides technical support for the installation and maintenance of security software and workplace technologies in provisioning second level support. Second level support entails in-depth problem solving and troubleshooting..

Incidents Management

As a member of the Workplace Technology Support team, the Workplace Technology Support Technician must respond to the workload assigned by the SSC team lead in the most efficient and productive manner. The Workplace Technology Support Technician must:

· Perform Incident and Problem Resolution and Service Request as per SSC work instructions

· Understand and follow published SSC/Workplace Technology Incident and Problem Management Processes

· Understand and follow the SSC Service Delivery model guidelines and procedures

· Investigate Workplace Technology Incidents and Problems assigned by the SSC team lead and assess root cause which may include but not be limited to network infrastructure, applications, networked and local peripherals

· Resolve Incident and Problems related to laptops, tablets, workstations, applications and networked and local peripherals.

· Document resolution or attempts according to SSC established standards

· Conform to all relevant SSC standards and guidelines in place such as the SSC Service Management processes, guidelines and procedures while performing service requests tasks.

· Upon task completion of work, the Workplace Technology Support Technician must immediately document work performed in the most efficient and cost-effective manner and ensure conformity to the established standards.

· Incident and Problem Resolution work updates must follow established SSC Service Management guidelines using the current SSC service management tools.

· After completion of the service management record update, the Workplace Technology Support Technician must become available to receive the next work assignment. Reception of the tasks must be in the most efficient and cost-effective manner in order to minimize the time between each work assignment

Specifically, the Workplace Technology Support Technician must perform the following tasks, but not limited to:

· Assess Incidents and Problems

· Resolve Incidents and Problems

· Documentation and update the service management tool.

· Next Assignment – readiness

· Standards Compliance

· Reports and Recommendations

· Service Requests Management (Hardware and Software Changes

· Cleanup and decommissioning

· Equipment Move (Relocation of Workplace Technology equipment)

· Change Documentation

The Contractor providing the services must be fluent in English and/or in French (speaking, reading and writing) to communicate to senior management, management and team members.

Location of Work:

Work will be conducted from a workstations located in the NCA region (Gatineau/Ottawa).

Required Grids Include the following:

MANDATORY REQUIREMENTS

POINT RATED criteria

About Symbiotic Digital.

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