Summer Technical Support

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 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 Summer Technical Support staff member is responsible for providing phone and in-room technical support for a variety of summer campus guests including business professionals, faculty, hobbyists, athletes, vacationers, summer students, minor children, prospective Western students and their parents.  These guests may be visitors of main campus, Brescia University College, and Huron University College.  The incumbent must be able to resolve most WPA-2 Enterprise and ethernet network support issues that arise.  The Summer Technical Support staff member writes complete and accurate support tickets to document all customer service interactions.  The Summer Technical Support staff member acts as a positive influence on the Connect-IT summer team - maintaining a personable and approachable manner with all customer and staff interactions. Occasional weekend and evening work is required in order to provide the best service to Western conference attendees.

The Summer Technical Support staff member will also participate in the hosting of our annual All Staff Educational Conference. They will be involved with the preparation, presentation, and maintenance educational materials for our week-long conference. Summer Technical Support staff are required to attend to weekly strategy and planning meetings. They will assist with various Connect-IT projects including the Connect-IT handbook, hiring campaigns, bandwidth testing and customer satisfaction surveys. The incumbent will take guidance from senior staff and the Manager, Communications and Connect-IT Services, and work productively and courteously with their summer team and other members of the Western community. Summer Technical Support staff are responsible for proper escalation of unresolved issues to more senior Connect-IT Staff.

Qualifications:
-    A Summer Technical Support staff member must have demonstrated higher-level 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 Summer Technical Support staff member must be a currently enrolled, full time Western University student.
-    A Technical Summer Support staff member must have successfully completed the  All Staff Educational Conference.

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

Skills, Abilities & Expertise:
A Summer Technical Support staff member must have demonstrated the ability to provide both higher-level technical and customer support proficiently.  In addition to excelling in a number of the skills, abilities, and expertise outlined in the Fall Staff position, a Summer Technical Support staff member must have:
-    familiarity with network concepts is an asset
-    thorough knowledge of network concepts such as MAC + IP address
-    working knowledge of tools such as ipconfig, ACD phone system, call tracking software
-    understanding of how DHCP, RAMP and the Reg Page relate, interact and influence internet connectivity
-    thorough knowledge of Western's: Identity Manager, Acceptable Use Policy, password policies, internet subscription process, copyright policy
-    ability to adapt and conform to workplace policies, rules and guidelines
-    ability to interact professionally with a diverse group of clients and staff
-    understanding of web security and privacy concepts

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 or phone 519-661-2194.

Please Note:

We thank all applicants for their interest; however, only those chosen for an interview will be contacted.


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