Technical Coordinator

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!
 

Responsibilities

The Technical Coordinator is the senior staff member on each shift and oversees the nightly operations of Connect-IT Hotline and in-room support. The Coordinator is also responsible for all written support communication with customers and must write detailed, relevant, accurate and complete tickets to document all customer service interactions. The Coordinator is responsible for assigning work, ensuring daily tasks are complete, auditing support tickets, and sending out the nightly report. During hotline shifts, Coordinators handle service issues escalated to them from the hotline and in-room services. The Coordinator acts as a positive influence on our student staff team - maintaining a personable and approachable manner with all customer and staff interactions. 

The Coordinator is responsible for the day to day education, coaching and mentoring of all Connect-IT Staff members on topics such as: policy and procedure, improving customer service and technical skills; reviewing and evaluating of in-progress and completed work.  The Technical Coordinator also provides leadership and guidance to the Connect-IT Staff team during move-in days, orientation week, and building wide support nights.

The Technical Coordinator provides specialized, in-depth technical and customer support to students living in residence on main campus, Brescia University College, and Huron University College.  They must be able to effectively resolve all WPA-2 Enterprise and ethernet networking issues escalated from other staff.  

Technical Coordinators are responsible for all aspects of planning, development, and hosting of our annual All Staff Educational Conference. They are responsible for creating, presenting, and maintaining educational materials for this week-long conference. Coordinators are required to attend and contribute to weekly strategy and planning meetings. The successful candidate will assist with planning semi-annual all-staff business meetings, including event logistics, format, and delivery.  Coordinators may also organize and/or provide leadership in specialized activities such as Residence Geek/Game Nights, open houses, house call program; and job fairs.

Technical Coordinators lead various projects throughout the year, such as:  the annual internet connection handbook; marketing initiatives; hiring campaigns; network performance testing, customer/service assessment and Tier 3 technical training for Connect-IT staff. They are responsible for proper escalation of unresolved issues to appropriate full-time staff. The incumbent will take guidance from the Manager, Communications and Connect-IT Services, and work productively and courteously with their work team and other members of the Western community.

Qualifications:
A Coordinator must have demonstrated specialized, in-depth skills in providing both technical and customer service support to students and their parents, and troubleshooting of wired and wireless connectivity. 

The successful candidate must be able to participate in paid job training and seasonal preparation starting two weeks prior to Labour Day, and must be available to work the Labour Day weekend.

Education:
A Technical Coordinator must be a currently enrolled, full time Western University student.
A Technical Coordinator must have successfully completed the All Staff Educational Conference. 

Experience: 
A Technical Coordinator must have a minimum of one year experience on the Connect-IT Team

Skills, Abilities & Expertise: 
A Technical Coordinator must have demonstrated the ability to provide both specialized technical and customer support at a high-level of proficiency.  In addition to excelling at a number of the skills, abilities, and expertise outlined in the Technician position, a Technical Coordinator must have:
-    demonstrated ability to handle difficult/stressful customer service calls from angry/upset parents and students
-    demonstrated ability to remain positive in spite of difficult and/or unhappy customer interactions
-    high emotional intelligence
-    able to use and understand technical tools such as: RAMP,  Registration Page, ping, traceroute, task manager, speedtest, ACD phone system, call tracking software
-    ability to troubleshooting advanced wired network connectivity issues on desktops, laptops, and game consoles
-    ability to troubleshooting advanced wireless connectivity issues on phones, tablets, laptops
-    ability to troubleshoot advanced network issues in Windows, MacOS, android and IOS operating systems
-    ability to prepare tech and customer service materials and teach in a formal educational environment
-    demonstrated strong work ethic
 

Why Western?

Western offers a broad and exciting variety of part-time and temporary employment opportunities with ample room for job exploration and growth.  Within our beautiful campus, you are part of a progressive work environment that promotes work/life balance including access to our state-of-the-art recreation centre.  Apply for an opportunity to be part of the Western community and contribute to its success!

Applying at Western

To ensure that your application is given full consideration, please complete all relevant sections of the application.  In addition, you can choose to supplement your application with a cover letter and current resume.

Consideration of applicants will include an assessment of previous performance, experience, and qualifications.  Applicants should have oral communication skills in English.

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process.  If you require accommodations for interviews or other meetings, please contact Human Resources at hrhelp@uwo.ca or phone 519-661-2194.

Please Note:  
Participation with the Connect-IT Team requires conflicting time commitments that would normally preclude participation on the Soph, Residence Council, and Residence Staff positions.

We thank all applicants for their interest; however, only those chosen for an interview will be acknowledged.   
Salary will be commensurate with experience. This posting is meant for reappointment. 

Apply Now