ABOUT US

Serving a diverse urban and rural population of more than 475,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high-quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses.
At Niagara Region, we value diversity - in background and experience. We are proud to be an equal opportunity employer. We aspire to hire and grow a workforce reflective of the diverse community we serve. By doing so, we can deliver better programs and services across Niagara.
We welcome all applicants! For more information about diversity, equity, and inclusion at Niagara Region, Diversity, Equity and Inclusion - Niagara Region, Ontario or email related questions to diversity@niagararegion.ca. To send input on reducing barriers in the current hiring process, please email myhr@niagararegion.ca
For the Region’s full employee equity statement, Working at Niagara Region - Niagara Region, Ontario.

DON’T HAVE EVERY QUALIFICATION?

You may be hesitant to apply if you do not have every qualification listed in the posting. While specific qualifications are important for certain roles, we invite individuals from diverse backgrounds and varying levels of experience and education to apply. Our recruiters will evaluate your suitability for the role.
Please note that for unionized roles, we must follow collective agreement requirements. However, we encourage all interested candidates to submit their applications. We believe success in a role can extend beyond meeting every single requirement.

JOB SUMMARY

Acting as a 2nd tier level of technical support for our IT Servicedesk while promoting and providing an IT consultation service to staff and elected officials of Niagara Region.
Primarily focused on the provision of technical support and problem resolution while guiding and advising staff on IT related solutions and new technologies related to various PC, Audio/Video (AV) and Telecommunications hardware and software related issues. Recommending and facilitating solutions for customers, which effectively meet their requirements and fall within the standards and objectives of the Corporation. Provide End-User training, repair and support to customers in the areas of configuration, installation and problem resolution related to a wide range of End-User issues.
This position will act as the primary IT liaison to internal and external departments, shared service partners and members of council on the resolution of various Information Technology (PC, AV and Telecommunications) related support issues.

EDUCATION

• Completion of a three (3) year College Diploma / University degree in a Computer Science/Information Technology/Telecommunications related field of study; or
• An equivalent combination of a completed, 3 year university degree / 2 year College Diploma in conjunction with recent technology related education, IT certifications, formal, related IT training, and/or recent work experience in supporting IT in a mid-sized, Microsoft-based network environment may be considered.

KNOWLEDGE/EXPERIENCE

• 3- 5 years of related and recent technical support experience in a mid to large scale Microsoft-based networked environment
• 3 - 5 years of related and recent work experience in performing IT (Technology or Telecommunications Support) in PC and/or Telecommunications Hardware and Software.
• 3 - 5 years of related and recent experience in supporting the Avaya suite of products including PBX, voicemail and desktop telephones (SIP, IP, digital, analog), Samsung and Apple devices (Tablets and Smartphones), cellular phones, pagers, mobile internet hot-spot devices, etc.
• 3 - 5 years of related and recent experience in an IT Servicedesk / IT Help Desk/IT Technology or Telecommunications Support specific role.
• Experience in utilizing current Enterprise-type desktop and telecom support tools and applications such as Microsoft SCCM, VMWare View VDI (Virtual Desktop Infrastructure), Mobile Enterprise Device Management (MDM), Enterprise Endpoint Protection (Sophos Anti-Virus) and PC Encryption software, speech recognition

systems, call centre configuration and operations, metrics reporting and analysis, teleconferencing, and cloud based telecommunications services such as Microsoft Teams are an asset.

• Experience with using Audio Video production solutions and systems such as the Newtek Tricaster as well as Crestron and Kramer audiovisual automation and integration equipment is a definite asset.
• Experience administering a corporate call centre, creating phone queues and assigning phone extensions is a definite asset.

SKILLS

• Strong team, customer service and multi-tasking skills;
• Strong knowledge of, and experience with current Microsoft Windows Operating Systems and Microsoft suite of Products;
• Strong knowledge of, and experience with telecommunications service providers for provisioning, troubleshooting, cancelling telecommunications services such as voice and data landline services, and wireless services (voice, text, data)
• Strong IT Hardware troubleshooting skills, including configuration and installation of associated peripherals and use of mass imaging software for various IT systems;
• Working knowledge, and experience with local and wide area network technologies;
• Working knowledge of, and experience with, the business functions in end-user departments;
• Must possess excellent analytical, task management and planning, problem solving, and adult teaching skills;
• Excellent communication skills in both written and verbal form;
• Excellent Teaching and presentation skills for a wide range of audiences (group, online, classroom or one-on-one), using a variety of mediums;
• Professional work attitude, eager, effectively deal with constant change and conflicting priorities and learning new concepts;

Please refer the Job description for details