Field Service Agent

What we offer

In addition to competitive wages and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Three weeks paid annual vacation days, increasing with years of service;
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits;
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year;
• Fitness membership discount;

Make a difference

At Toronto Community Housing we pride ourselves on fostering an environment of collaboration and respect. The Information & Technology Services Unit operates a service desk to handle TCH employees’ (our clients) requests for service during regular office hours spanning a 9-hour period. In this Field Service Agent role, you will provide technical service and support to our clients, primarily in the installation and maintenance of hardware and software used by the corporation in its over 200 field locations across the City. This position will act as second level support to the Client Service Agent position.

What you'll do

• Install, integrate and maintain software, computer equipment, building systems (CCTV, building entry systems, etc). and peripheral devices
• Remove and transfer equipment as required
• Install computer drives, configure hardware/software, perform superficial cabling, etc.
• Receive clients’ / users’ reports of laptop / desktop hardware / building systems / software problems and resolves them
• Isolate and repair hardware faults in computer and building systems equipment and peripheral devices
• Conduct tests on new or modified equipment and software to ensure proper operation using tools, equipment, diagnostic software and hardware as required
• Contact external service companies for repair of equipment as necessary and follow-up with our clients to ensure resolution
• Provide basic training to our clients by demonstrating and describing the operation of desktops, peripherals and network devices as needed
• Maintain a computerized inventory of computer and building systems equipment and software
• Produce technical, administrative and client documentation including user guides, as directed
• Assist clients in the selection and acquisition of computing and monitoring equipment and software
• Research computer and peripheral devices; recommend appropriate equipment and configurations to meet client needs, as required
• Maintain documentation and reference material, related to equipment maintenance
• Travel daily or as required to TCH locations
• Perform other related duties as assigned

What you'll need

• Three (3) years previous experience resolving hardware/software problems
• A degree or diploma in Computer Science, Telecommunications or a relevant discipline would be an advantage
• Valid Ontario Driver’s license with proof of a maintained good driver record
• Knowledge of hardware and software including Office XP, MS Word, MS Excel, hardware configurations, peripheral devices, PDAs, etc.
• Familiar with LAN and WAN concepts including the basics of trouble-shooting problems with them
• Good interpersonal skills to liaise with all levels of staff
• Analytical skills to diagnose and solve computer problems
• Organizational skills to co-ordinate high volume workload, meet deadlines and establish appropriate priorities
• Interpersonal and conflict resolution skills, sensitivity and tact to address clients’ complaints and to liaise with all levels of staff
• Good listening skills to assess and resolve problems with clients’ reports of equipment or software failure
• Ability to work in a respectful manner with a diverse community of clients, co-workers and external contractors
• Demonstrated ability to work effectively as part of a team

What’s next

Once you apply, we’ll review your resume and contact you if your skills and experience match the qualifications for the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.

Candidates for unionized positions must score a minimum of 70% to pass any interview or assessment and be considered for the next stage of the recruitment process. Successful candidates will be determined based on score and where applicable, union seniority. Not all candidates who score 70% or higher will automatically proceed to the next stage of the recruitment process as this will be dependent on the number of candidates and number of available roles.

INDS