Telesat (NASDAQ and TSX: TSAT) is a leading global satellite operator, providing
reliable and secure satellite-delivered communications solutions worldwide to
broadcast, telecommunications, corporate and government customers for over 50
years. Backed by a legacy of engineering excellence, reliability and
industry-leading customer service, Telesat has grown to be one of the largest
and most successful global satellite operators.
Telesat Lightspeed, our revolutionary Low Earth Orbit (LEO) satellite network,
scheduled to begin service in 2027, will revolutionize global broadband
connectivity for enterprise users by delivering a combination of high capacity,
security, resiliency and affordability with ultra-low latency and fiber-like
speeds. Telesat is headquartered in Ottawa, Canada, and has offices and
facilities around the world.
The company’s state-of-the-art fleet consists of 14 GEO satellites, the Canadian
payload on ViaSat-1 and one LEO 3 demonstration satellite. For more
information, follow Telesat on X and LinkedIn or visit www.telesat.com
[http://www.telesat.com/]
Reporting to the Manager, Systems and Service Management, the incumbent provides
the technical leadership and specialist expertise required for the operation of
the Corporate Service desk. Providing problem assessment, triage, research, and
resolution of incidents and requests for all employees worldwide, and capable of
applying technical expertise at a superior level.
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Main Responsibilities
- Field incoming help requests from end-users via both telephone and e-mail in
a courteous manner.
- Build rapport and elicit problem details from help desk customers.
- Identify, diagnose, and resolve level one problems for users of the software
and hardware, LAN and WAN, VPN, the Internet, and new computer technology;
communicate solutions to end-users.
- Respond to more complex issues (second line support) escalated by the first
line support-using problem-solving skills and analysis to identify root
causes of issues, determine course of action, and propose creative solutions.
- Escalate priority support issues to senior staff and/ or corporate technology
groups
- Collect and document all relevant information prior to escalation to allow
senior staff t operate efficiently
- Document, track, and monitor problems to ensure timely resolution.
- Assist in tracking helpdesk calls pertaining to application, networking, and
systems problems and issues.
- Promote a high level of customer satisfaction through proper telephone
techniques and respond with an elevated level of urgency to user problems to
ensure that timely and cost-effective solutions are provided.
- Correct application issues, solve network and security problems and identify
common PC software and hardware problems.
- Provide hardware support for end-user equipment, such as installing
replacement hardware or upgrading hardware.
- Support Software/Hardware on equipment such as Scanners, Copiers, Printers,
Monitors and other peripherals.
- Assign username, password and access permissions for multiple proprietary
applications, and client software.
Education and Experience Required
- A technical diploma and a minimum of 2-3 years’ experience providing support
in a similar environment.
- Hardware maintenance and repair
- Strong analytical and troubleshooting skills
- Must be well organized and able to grasp system concepts and communicate
their applications.
- Must be capable of quickly learning new systems and associated software
applications for proficient execution of tasks.
- Ability to manage multiple demands with time related constraints in a
fast-paced environment.
- Prioritize and schedule work as necessary to maintain department standards
and service level agreements
- Ability to speak effectively before groups of internal employees, communicate
technical information, create, and deliver presentations and information
sessions to both technical and nontechnical personnel.
- Demonstrated experience in applying technical expertise and in-depth
evaluation to solve complex problems in own area of expertise.
- Ability to create and maintain documentation and training materials,
including KB articles, for technical staff and end-user audiences.
- Capable of organizing projects effectively to achieve the desired results.
- Strong interpersonal and communication skills.
- Excellent analytical and problem-solving skills.
- Bilingual (English/French) is required.
Decision Making and Supervision
- Work under minimal supervision.
- Make decisions and recommendations requiring analysis and interpretation
within established procedures.
Working Conditions
- Generally comfortable working conditions with lifting and onsite
installations.
- Moderate visual concentration in use of video display terminal.
- Occasional overtime required.
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The successful candidate must be able to work in Canada and obtain clearance
under the Canadian Controlled Goods program (CGP) and Canadian Secret Clearance.
At Telesat, we take pride in being an equal opportunity employer that values
equality in the workplace. We are committed to providing the best candidate
experience possible including any required accommodations at every stage of our
interview process. All qualified applicants that have been selected for an
interview that require accommodations, are advised to inform the Telesat Talent
team accordingly. We will work with you to meet your needs. All accommodation
information provided will be treated as confidential.
