Technical Support Officer

Intent of the process

A pool of qualified candidates will be established from this process to staff identical or similar positions within Statistics Canada. These positions may be staffed with various tenures (Indeterminate, Specified Period, Acting, Deployment, Assignment, Secondment and casual employment), with various language requirements (CBC/CBC or BBB/BBB) and various security requirements. Determinate appointments of successful candidates may be part of an externally funded (sunset) program. This means that the period of employment will not count in the calculation of the total amount of time required for indeterminate status pursuant to the Treasury Board Secretariat Term Employment Policy.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Education:
A secondary school diploma

Degree equivalency

Experience:

Recent* experience providing technical support for electronic applications.
Recent* experience providing client service on the telephone AND via e-mail.
Recent* Experience working in a team environment and assisting other team members.
*Recent experience is defined as experience acquired within approximately the last two (2) years.

The following will be applied / assessed at a later date (essential for the job)

Various language requirements
Bilingual imperative BBB/BBB and CBC/CBC

Information on language requirements

Knowledge:

Knowledge of web-based technologies, and personal computing operating systems.
Knowledge of Help Desk practices and procedures.
Knowledge of software troubleshooting techniques.

Ability:

Ability to prioritize workload.
Ability to analyze client needs and propose solutions.
Ability to communicate effectively orally
Ability to communicate effectively in writing.

Personal Suitability:

Effective Interpersonal Relationships
Initiative
Reliability
Judgment

The following may be applied / assessed at a later date (may be needed for the job)

Experience:
Experience in using a problem management system to document cases.

Experience in testing applications.

Experience using Service Desk Express.

Experience installing and configuring operating systems, and electronic applications using documented procedures.

Experience troubleshooting connectivity problems (FTP, HTTP, etc).

Experience troubleshooting encryption problems.

Experience providing support for Statistics Canada surveys or applications.

Experience using an Automatic Call Distributor (ACD) telephone system.

Experience using PeopleSoft Customer Relationship Management (CRM) System.

Experience administering a Customer Relationship Management (CRM) application.

Conditions of employment

Reliability Status security clearance

Positions to staff may require some or all of the following:

Willingness to work overtime on short notice.
Willingness to work week-ends.
Willingness to work shift work as required
Willingness to work "on-call".

Hours of operation are normally from 6:00 a.m. up to 7:30 p.m. Candidates must be able to work up to 7:30 p.m.

Other information

PLEASE TAKE THE TIME to read the following information carefully as it may have an impact on the outcome of your application.

You must clearly demonstrate, WITH EXAMPLES, how you meet the essential experiences and/or the assets requested. Please make sure to complete all applicable text boxes and include DATES in order to have your application considered. Information such as "See CV", "I have the experience" and "See cover letter" will not suffice and could result in the rejection of your application.

PORTABILITY OF RESULTS: Please note that the assessment and results used in the GT-02 (15-STC-EA-NCR-754-998 (Reference number: STC15J-014746-000193), 15-STC-EA-NCR-754-888 (Reference number: STC15J-013644-000020) and 16-STC-EA-NCR-754-051 (Reference number: STC16J-014746-000247) could be used as results in this process for candidates that have applied and found qualified to one or more processes listed above.

It is your responsibility to include in your application a valid e-mail address and make sure this address is functional at all times and that it accepts messages from unknown users.

Candidates must meet the essential qualifications to be appointed to a position. However, a person may be appointed to the position even though he or she does not meet any or all of the asset qualifications. Notwithstanding, please note that meeting this criterion may be desirable and may be a deciding factor in choosing the person to be appointed.

Travel expenses for testing and interviews will NOT be reimbursed.
Reference checks may be sought.

The organization will accept applications on-line ONLY. All job applications must therefore be submitted through the Public Service Resourcing System.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.