WORK DESCRIPTION - DESCRIPTION DE TRAVAIL Client Service

WORK DESCRIPTION - DESCRIPTION DE TRAVAIL
FUNCTIONAL GENERIC WORK DESCRIPTIONS
Job/Generic Number - Numéro
d'emploi/de générique
Job/Generic Title - Titre d'emploi/de générique
Support Technician, Infrastructure/Operations
GNCS010001
Job/Generic Classification Classification d'emploi/de générique
National Occupation Code - Code national des professions
2282 - User Support Technicians
CS 01
Supervisor Position Number(s) Numéro du poste du surveillant
Supervisor Position Title(s) - Titre du poste du surveillant
Team Leader, Infrastructure/Operations
GNCS030006
Client Service Results - Résultats axés sur le service à la clientèle
Technical support in the development, implementation, integration and maintenance of
components of IT infrastructure and operations, in support of service delivery to internal and
external clients and stakeholders.
Key Activities - Activités principales
Provide technical support in the development, integration, implementation or maintenance of IT
infrastructure components such as Local Area Network, Municipal Area Network and Wide Area
Network (LAN/MAN/WAN), workstations, servers and mainframe operations; installs, integrates,
configures, monitors and tests components in the computing environment.
Updates and maintains hardware and software inventory; supports backup and recovery
processes and procedures; assesses impact of hardware and software changes on the
computing environment; supports IT asset acquisition and life cycle management.
Provides technical support to IT infrastructure clients experiencing difficulties such as those with
workstation hardware/software, mail routing, Internet work routing, LAN/MAN/WAN services and
cabling.
Investigates, determines and documents problems experienced and action taken to address
client difficulties and refers problems to the next level of support as required.
Support Technician,
Infrastructure/Operations
Page 1 of 4
Date Created: 2007-06-19
Last Modified: 2007-07-19
Produces basic system documentation, reports, and correspondence.
Provides technical advice and on-the-job technical training to clients and colleagues.
Maintains knowledge of trends and developments in one or more areas of infrastructure
components such as hardware, software and service management processes.
Participates as a member on projects as required.
Employee's Statement - Déclaration de l'employé
I have been given the opportunity to read and comment on the content of this work description.
J'ai eu l'occasion de lire et commenter le contenu de cette description de travail.
Name of Employee - Nom de l'employé
Signature
Date
Supervisor's Statement - Déclaration du surveillant
This work description accurately describes the work assigned to this position.
Cette description de travail décrit adéquatement le travail assigné à ce poste.
Name of Supervisor - Nom du surveillant
Signature of Supervisor - Signature du surveillant
Date
Authorization - Authorisation
Name of Manager - Nom du gestionnaire
Manager's Signature - Signature du gestionnaire
Support Technician,
Infrastructure/Operations
Page 2 of 4
Date
Date Created: 2007-06-19
Last Modified: 2007-07-19
Skill - Habiletés
The work requires the knowledge of:
Methods, practices and techniques of computer science, LAN/MAN/WAN, client service
management, System Development Life-Cycle (SDLC), and capacities, capabilities and
requirements of a variety of computer platforms and equipment to support IT operations and
infrastructure development, implementation or maintenance.
Technology infrastructure, systems configuration and administration, various operating systems,
network systems and hardware/software analysis techniques, to provide solutions to various
problems including the installation and/or repair of hardware.
Standards and methodologies for configuring, installing and testing of hardware and software in
a computing environment to ensure they work properly and meet user requirements.
Legislation, regulations and Government policies relevant to the position.
Client organization and operations, departmental policies, standards and processes to provide
technical service to clients and ensure compliance.
The work also requires:
Analytical and problem solving skills related to the interaction of network components and
personal computers for the identification, isolation and resolution of hardware, software and
network connectivity problems.
Communication skills to discuss difficulties with clients to identify and analyze client problems
and provide advice for their resolution or to refer to more senior infrastructure staff such as the
support analyst or the technical analyst.
Writing skills to produce basic system documentation, reports and correspondence.
Effort - Efforts
Intellectual:
Intellectual effort is required to:
Interpret information provided by clients to determine the exact nature of problems and to
understand their needs and concerns; analyze, apply logical diagnostic processes, identify the
source[s] of malfunctions, system failures and connectivity problems to determine and resolve
breakdowns. When necessary, escalate problems to next level.
Consult user guides, technical manuals, departmental solutions logs, and support analysts to
research, identify and implement technical solutions.
Support Technician,
Infrastructure/Operations
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Date Created: 2007-06-19
Last Modified: 2007-07-19
These activities could have an impact on client operations.
Physical: Physical effort is required to crouch, lie, kneel or crawl in confined spaces on a
regular basis to set up and assemble equipment; lift heavy or awkward equipment.
Responsibility - Responsabilités
Responsible for contacts with clients to obtain information on technical difficulties and to provide
advice and technical solutions and to discuss issues with colleagues.
Responsible for supporting the installation, configuration and maintenance of the computing
environment used by clients, in accordance with standards and policies.
Responsible for participating in projects as a member; providing new team members and
colleagues with on-the-job training or coaching on hardware and software products, work
standards, procedures and best practices.
Responsible for providing input for the preparation of budgetary requirements for the acquisition,
installation and maintenance of hardware and software products and services.
Responsible for a desktop and/or laptop computer, hardware and software, and for maintaining
data integrity, and confidentiality and security in own work.
Working Conditions - Conditions de travail
Physical:
The majority of work is performed while sitting at a computer workstation, troubleshooting client
information technology problems or at a client site installing and testing user hardware and
software.
May involve exposure to electrical shock when conducting electronic equipment maintenance
and repair, and exposure to injury when lifting and moving electronic equipment.
Psychological:
The work may involve dealing with frustrated or dissatisfied clients who experience technical
difficulties.
Support Technician,
Infrastructure/Operations
Page 4 of 4
Date Created: 2007-06-19
Last Modified: 2007-07-19