Technical Specialist - Field Services

You are passionate about people's service experience and are committed to resolving complex technical problems and requests using various channels, such as over the phone, in person, and through our ticketing system. As a Technical Specialist, you excel in providing advanced support in a 24/7 environment for critical services while collaborating with diverse teams. You demonstrate adaptability and a readiness to work night shifts and on-call rotations.

Sharing our values of respect, integrity, diversity, accountability, and the public good, you have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture. You can mentor others, lead projects, and apply your technical expertise to a wide range of challenges.

You have a proven track record of using due diligence and data-driven approaches to solve problems, demonstrate objectivity and professionalism, bring a positive and can-do attitude, take ownership of activities, and communicate progress and outcomes proactively and effectively.

Primary Accountabilities

Supervisor Responsibilities – Approximately 20% of Workload:

• Coordinating and delegating tasks within the local Field Services support team to enable effective support of the clients and systems in Health facilities within this region.

• Create and foster an inspiring team environment with an open communication culture.

• Motivate team members and lead by example.

• Delegate tasks and set deadlines.

• Oversee day-to-day operations, assigning staff task and performs follow up on work assigned.

• Develops/maintains/adjusts on-call rotation schedule in accordance with vacation plans.

• Monitor team performance and report on metrics.

• Reallocates staff site location when staff shortage arises due to vacations/sick time.

• Identifies training needs and provide coaching.

• Listen to team member feedback and resolve any issues or conflicts.

• Take direction and implement policies from CSDS Management.

You will also be accountable for the following:

• Service of incident support and service request tickets that appear in our ITIL based service management software (Assyst).

• Representing this region on all projects and initiatives containing a CSDS component, including those with a Provincial scope.

• Liaising with local NSHA Management to ensure that services are being provided effectively.

• Be the subject matter expertise on project teams and coordinating small projects within their own work unit.

• Provide specialized technical installation of services for clients.

• Providing Tier 2 advice to Technical Analysts, clients and other Field Services support personnel.

• Lead projects within their own work unit which have financial and operational risk to ensure the efficient and effective implementation of the project and related support activities.

• Work with other CSDS teams to maintain and monitor systems to guarantee consistent connectivity and accessibility.

• Maintain systems according to clients’ needs using specialized skills and tools and provide specialized technical installation services to clients for hardware, networks or other IT equipment.

• Provide technical advice to Technical Analysts to assist in the more complex operational activities.

• Provide support after hours on a standby rotation schedule and perform maintenance after hours as required.

Qualifications and Experience

The successful candidate will possess a bachelor’s degree in information technology plus a minimum of three years’ experience, or graduation from a recognized Information Technology or Information Management program plus three years and six months of experience.

The ideal candidate will have the following training and work experience:

• Experience leading projects or supervising daily activities of team members.

• A good understanding of project management and change management methodologies to coordinate rollouts and system upgrades.

• Previous experience in the implementation of major system rollouts.

• Excellent problem solving and research skills.

• Experience in the usage and administration of Microsoft System Centre Configuration Manager (SCCM), or an analogous product.

• Knowledge of and experience with the support of Microsoft Windows desktop operating systems.

• Must be a team player with strong negotiation and facilitation skills.

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• Well organized, be capable of prioritizing and undertaking high level work under tight deadlines and can exercise sound judgment under pressure.

• Excellent communication (both verbal and written) and interpersonal skills.

• Interact effectively with and communicate technical concepts to clients, peers, and our leadership team.

Asset

The following experience is considered an asset:

• Familiarity with the ITIL Service Management framework.

• Supporting large environments and knowledge of the Province’s IT and Security policies and procedures.

Equivalency

An equivalent combination of related training and experience may be accepted in place of education requirement. Applicants relying on equivalencies must describe clearly in their resume and cover letter.

Additional Information

• Due to the nature of this position, you will be required to work directly onsite at the Aberdeen Regional Hospital facility on a daily basis.

• You will also be scheduled in a regular on-call rotation for frontline support (onsite) after standard business hours and on weekends.

• You will be required to work overtime and provide service outside of normal business hours.

• This position will require travel and you will need appropriate licensing and a reliable vehicle.

Benefits & Perks