ABOUT WESTERN

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the “Western Experience” - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

ABOUT US

Western Housing department creates a supportive, inclusive community for students to live, learn and flourish. Residences at Western University are some of the best in the country with the Globe and Mail’s student satisfaction survey placing Western’s residences number one for eleven consecutive years! Connect-IT delivers high quality, secure and cost effective internet technology services and support to the students living in residence. Connect-IT also strives to provide the best staff experience to the student staff who work for us!

The Technical Support person must have demonstrated higher level skills in providing technical and/or customer support, in addition to the skills, abilities, and expertise below:

• thorough knowledge of network concepts such as MAC + IP address
• understanding of Western’s registration procedures and policy
• working knowledge of tools such as ipconfig, ACD phone system, call tracking software
• understanding of Western’s Network topology
• understanding of the application of DHCP in Western’s environment
• understanding of how DHCP, RAMP and the Reg Page relate, interact and influence internet connectivity
• thorough knowledge of Western’s: Identity Manager, Acceptable Use Policy, password policies, interne

Responsibilities
The Connect-IT Technical Support solves the majority of customer issues presented over the phone or during in-room visits to students’ residence rooms. The Technicial Support writes complete and accurate support tickets to document their technical and customer service interactions. They understand and employ a five step troubleshooting protocol to solve most WPA-2 Enterprise and ethernet network support issues that arise. The Technical Support person counsels students on best practices on topics such as: passwords, OS updates, antivirus, malware prevention, Western Acceptable Use policy, computer security, and privacy protection. Challenging or unresolved customer service or technical issues must be escalated to a Technical Coordinator. The incumbent assists in the mentoring of new Fall Staff Members and will receive guidance and assistance from Technical Coordinators and from the Manager, Communications and Connect-IT Services.
Time Commitment
Workload is heaviest at the very beginning of the year and becomes much lighter with more flexible hours after the 2nd or 3rd week of September. Exceptions will be made for night classes and other academic responsibilities. After September, Connect-IT Technical Support staff work 3 – 6 hours a week.
Education:
The Technical Support staff member must be a currently enrolled, full time Western University student.
The Technical Support staff member must have successfully completed the Connect-IT All Staff Educational Conference.
Experience:
Previous experience as a Fall Staff Member
Skills, Abilities & Expertise:

The Technical Support person must have demonstrated higher level skills in providing technical and/or customer support, in addition to the skills, abilities, and expertise below:

• thorough knowledge of network concepts such as MAC + IP address
• understanding of Western’s registration procedures and policy
• working knowledge of tools such as ipconfig, ACD phone system, call tracking software
• understanding of Western’s Network topology
• understanding of the application of DHCP in Western’s environment
• understanding of how DHCP, RAMP and the Reg Page relate, interact and influence internet connectivity
• thorough knowledge of Western’s: Identity Manager, Acceptable Use Policy, password policies, internet

subscription process, copyright policy, network topology

• demonstrated ability to write complete and accurate support tickets for customer interactions
• emotional intelligence
• experience troubleshooting Windows, Mac OS, Android and IOS operating systems
• effective listening skills
• conflict resolution skills
• ability to take direction
• ability to adapt and conform to workplace policies, rules and guidelines
• ability to interact professionally with a diverse group of clients and staff
• understanding of best practices for passwords, OS updates, antivirus, malware prevention, computer security, and privacy protection
• understand and employ five step troubleshooting protocol to solve most WPA-2 Enterprise and ethernet network support issues