As a member of the IMITS Video Conferencing Services Team, the Technical Support Analyst utilizes considerable knowledge of the Video Conferencing environment to provide front line incident management and technical support, both remotely and in person, to a variety of internal and external video conferencing customers by analyzing and diagnosing problems and formulating solutions. The Technical Support Analyst develops and maintains knowledge of all video conferencing solutions and infrastructures such as Cisco, Polycom and Crestron and video conferencing software, such as Microsoft, WebEx, etc.; and modifies and tests computer and video conferencing hardware or software. Utilizing considerable knowledge of and experience with video conferencing equipment and services and under minimal supervision, the Technical Support Analyst problem solves and communicates technical information, both by email, verbally over the phone and in person, in a simple and concise matter to provide technical advice. In addition, the Technical Support Analyst receives and processes video conferencing service requests, provides remote and on-site training for customers, performs monitoring reporting and related clerical functions.
What you’ll do
Analyze and diagnose Video Conferencing problems, formulate solutions, and take corrective action using considerable knowledge of complex infrastructure according to established procedures.
Provide verbal and written technical support and problem solving, both in person and over the phone, for computer hardware, software and video conferencing devices by responding to system and user problems; liaise with customers, respond to questions and communicate best options available.
Provide high-level customer service and generates detailed service tickets to support and inform workload.
Create and run reports related to the video conferencing events using complex infrastructure to observe and record performance and utilization statistics.
Provide in-person, on-site technical support to customers by analyzing, diagnosing and resolving video conferencing issues; train customers on proper use of video conferencing, provide remote training to customers via video conferencing.
Provide technical troubleshooting and support for the video conferencing environment as well as a variety of video conferencing software applications by performing tasks such as modifying and testing computer and video conferencing hardware and computer software, overseeing scheduled changes, maintenance, analyzing and diagnosing solutions.
Liaise with external contacts, including vendors and partners, to communicate technical information on issues; track and provide progress reports.
Arrange video conferencing bookings within relevant business applications and systems, and adjusting arrangements of systems, sites and support staff.
Highlight changes required to promote effective practice and service deliverables and bring forward solutions. Develop technical support processes procedures, suggests revisions to established procedures and participate in projects to ensure departmental requirements are met.
Provide technical support for the management of video conferencing recording files by retrieving, editing and transferring recordings to customers.
Perform a variety of duties related to disaster recover planning by performing tasks such as developing, documenting and testing emergency recovery plans (ERP) to support business continuity.
Provide technical support related to the acquisition of new systems and standards and/or the implementation of new video conferencing applications by performing tasks such as completing hardware and software compatibility testing, making recommendations on configuration and support strategies.
Performs other related duties as assigned.
What you bring:
Grade 12, graduation from a recognized two-year computer systems technology diploma program plus three (3) years’ recent, related experience or an equivalent combination of education, training, and experience.
Ability to type.
Ability to communicate effectively both verbally and in writing.
Ability to deal with others effectively.
Ability to organize work.
Ability to operate related equipment.
Physical ability to carry out the duties of the position.
What we bring
Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.
Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth and development.
Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’Yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
Annual statutory holidays (12) with generous vacation entitlement and accruement.
Flexible work options including flextime, work locations and job sharing (eligibility will vary)
Perks include access to fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.
Job Type: Regular Full-Time
Location: 1795 Willingdon Ave. Burnaby, BC
Closing date: Open until position is filled
Hours of Work: 08:30 – 16:30
Requisition # 111025E/111026E
What we do
The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.
Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services
PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.