Job Description

Whether it is through 9-1-1 call answer, police and fire dispatch or our mission-critical technology services, E-Comm\'s vision is that of safer communities in British Columbia through excellence in public safety communications. We provide a critical lifeline during emergency situations for first responders and the public. Our people are passionate about this work and are dedicated emergency communications professionals. We are looking for someone to join our team who shares that same spirit of collaboration and wants to contribute to saving lives and protecting property across British Columbia.

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

We are seeking an experienced Service Desk Technician 2 who possesses strong technical capabilities, a positive attitude, a sense of commitment to their team and a customer-first mindset.

Reporting to the Service Desk Manager, you will leverage your technical skills by handling and resolving incoming support incidents and service requests, troubleshooting and resolving moderate to complex service calls for a wide variety of technical issues including network and operating systems, applications, hardware, mobile devices, wireless technology and telephony.

Demonstrating your exceptional customer service skills while helping users overcome their technical issues will be core to this role. Possessing a solution focused mindset while working as part of a cohesive team will make you an excellent candidate for this role.

This role will work on a rotational basis between our Lower Mainland Emergency Communications Centre (Vancouver), Burnaby (Still Creek) and Walnut Grove (HLBC).

Are you\xe2\x80\xa6

• A service oriented IT technician who has demonstrated abilities in a fast paced, dynamic working environment?
• Curious and always taking the initiative to improve processes?
• Resourceful and responsive to internal team members and external clients?
• Innovative with the tenacity to find solutions when confronted with challenges?

Your day-to-day duties in this role will include:

• Responding to escalated service calls from internal and external clients, investigating, troubleshooting and resolving moderate to complex service calls
• Solving an array of technical problems, diagnosing and resolving with applying patches, executing scripts or technical fixes
• Performing hands on troubleshooting individually and in coordination with other technical resources to provide root cause determination and resolution
• Performing routine maintenance activities such as the deployment of patches, security updates and software upgrades to a range of end user devices
• Installing, configuring and supporting the software and operation of end user equipment including workstations, telephones, mobile devices, printers and copiers, and responding to events detected by monitoring tools
• Preparing, reviewing and maintaining knowledge based articles and technical support documentation for end users, as well as documenting processes and procedures and providing user training

What you will bring:

• Completion of a certificate or diploma in computer science or related discipline and preferred minimum 3 years of related work experience; or an equivalent combination of training and experience.
• ITIL Foundation v3 or later accreditation preferred
• Considerable knowledge of computers, data processing and Microsoft Windows based environments including; Microsoft Office Suites, Windows operating systems
• Excellent knowledge of wide and local area networks, network and computer peripherals, telecommunications equipment and other related systems
• Ability to investigate and troubleshoot escalated service requests and provide second level remote or in person support
• Ability to communicate effectively orally and in writing, to prepare knowledge based articles and other technical documentation
• This role requires a BC Drivers License

What we offer:

• Meaningful work - work with a sense of purpose, supporting the public and first-responders
• Competitive salary and extended health/dental benefits
• Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
• Employee Savings Plan - employer matched contributions to a savings account
• Pension - we are members of the Municipal Pension Plan, a defined benefits fund

Security Requirements:

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is seven [7] years.

To qualify for this process, a candidate may either be a Canadian Permanent Resident [PR] or Canadian Citizens. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

Vaccination Requirements:

As an integral part of British Columbia\'s emergency services, all E-Comm employees are required to be fully vaccinated as a condition of hire and ongoing employment. Candidates may only be exempted from this requirement if they request and are approved for an accommodation based on a characteristic protected by the British Columbia Human Rights Code.

JOB DETAILS

• Number of positions: One
• Job status: Regular Full-Time
• Hours of work: Monday through Friday, 40-hour work week; Shift work is required within the Service Desk hours; Flexible hours required at times during the week and occasional weekends, to accommodate special activities/events
• Wage/Salary: PG 19 | $32.03 to $37.68 hourly; $66,619.20 to $78,372.13 annually (2022 rates)
• Employee Group: CUPE, Local 8911
• Department: Technology Services
• Location: Rotational through various locations

E-Comm 9-1-1