Date of expiration: Friday, September 29, 2023 | IT support technician | Canada | WADA

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Data and digital development in IT

Head of IT Operations and Security

Location: Montreal, Canada, home of WADA

Posting cutoff: September 29, 2023

OUR NATURE

The World Anti-Doping Agency (WADA) was founded in 1999 as a global, independent organization with the mission of leading the global movement for doping-free sport. WADA’s main responsibility as the international regulatory authority is to create, unify, and coordinate anti-doping laws and programs for all sports and nations. Research in the social and natural sciences, education, intelligence gathering, criminal investigations, the creation of anti-doping capabilities, and monitoring of conformity with the World Anti-Doping Program are some of our main activities.

OVERVIEW OF THE POST

The primary responsibility of the IT support technician will be to help end users with ongoing technical problems with office supplies, software, and hardware. They are in charge of ensuring the smooth and effective operation of computer systems. Additionally, they will offer end users training on the various technologies at their disposal. The technician will need to identify the many issues that arise, resolve them, and communicate the fix both locally and remotely. The configuration and upkeep of equipment fall under the purview of the IT support expert. To help the end-user the most effectively, they must be quite educated about the equipment for which they are giving assistance.

MAIN DIFFICULTIES

• able to explain difficult technical difficulties in straightforward terms so that a non-technical end user can understand them. They need to be aware of and speak to their audience;
• To answer and prioritize the many varied demands coming from multiple channels and end users, problem-solving and time management are essential skills.

RELEVANT ACTIVITIES

• operate as the organization’s first point of contact for IT help;
• Support daily issues and requests, making sure they are handled in accordance with the agreed Service Level Agreement (SLA) and in order of priority;
• identifying and resolving hardware and software problems;
• utilizing the incident management tool provided by WADA, create, edit, and monitor support tickets;
• Determine potential for innovation in the provision of services to end users;
• offer and produce IT documentation (frequently maintain and update technical documentation);
• Before a full installation, test new gear and software;
• set up, implement, troubleshoot, and offer hardware support for the following, including but not restricted to laptops, desktop computers, mobile devices, and printers (repair and replacement of broken components);
• provide end users with first-rate customer service and anticipate their needs to ensure high levels of client satisfaction;
• help in situations where prompt response is necessary;
• juggle several priorities while adjusting to shifting workloads and tasks;
• Update and maintain hardware inventory records, and be sure to replace any hardware that has reached the end of its useful life;
• work together on other WADA departmental IT initiatives, especially remotely in WADA Regional Offices;
• Attend team meetings and take part actively.

EXPERIENCE AND SKILLS

• education beyond high school in an IT field (DEC, AEC);
• a minimum of 4 years of practical experience supporting Windows-based level 2/3 hardware/software, with in-depth knowledge of maintaining Microsoft Office O365 and other software products;
• Ability to execute fairly difficult troubleshooting of networked devices (laptops, tablets, mobile devices, printers) and 2-3 years of practical experience working in a networked setting. installing and maintaining internal software;
• understanding of computer networking, which refers to connected computing systems that may communicate and share resources;
• high-quality work that is consistently delivered on schedule, with the ability to prioritize jobs based on urgency and importance;
• having the ability to accurately analyze problems and offer suitable answers;
• flexibility, vigor, and the capacity to collaborate well with others in a team setting;
• strong organizational, interpersonal, and problem-solving skills;
• A valuable qualification for Microsoft Azure is relevant;
• thorough familiarity with Office 365, Active Directory (AD), and knowledge of LAN, WAN, WLAN, and Wi-Fi AP networks;
• creating application deployment bundles with Intune is a plus;
• being able to work without much supervision;
• understanding of the environment and features of SharePoint;
• the capacity to function productively in a dynamic situation;
• the capacity to perform well under duress, fulfill deadlines, and find solutions quickly;
• good interpersonal and organizational abilities;
• Excellent written and oral communication abilities in one of the two WADA official languages (French or English), as well as strong command of the other language. Additional lingua franca is advantageous;
• intermittent weekend or nighttime work;
• supporting regional offices (in Europe and Asia) at various time zones;
• No need to travel;
• Must be able to work in the office for up to 75% of the time;
• Fit with company culture: enjoyment of sports, teamwork, and a team environment;
• in line with the Integrity, Openness, and Excellence key values of WADA.

WHAT WE PROVIDE

• working for a good cause with wonderful coworkers;
• extremely competitive contributions to retirement plans (RRSPs);
• WADA will cover the entire group insurance premium (starting on the first day of employment);
• yearly wellness allowance;
• chances for personal and professional development;
• hybrid workplace (comprising both office and home-based labor);
• After the trial period, monthly internet expenditures will be reimbursed (up to a monthly cap).
• In our correspondence, the masculine denotes all genders and is only used to make the text appear lighter.
• WADA is a firm believer in the viability of an inclusive workplace that respects individual differences. Fair consideration will be given to each competent applicant for this position.

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