Technical Support Analyst, Media Support

We are looking for a Bilingual Technical Support Analyst who wants to travel across Canada and spend their days troubleshooting and solving issues around application updates, security and more for broadcasters, journalists, content creators, editors and more.

Montréal, QC

CBC/Radio-Canada

<p>Created in 2015 to align, lighten and modernize infrastructure, the Media Technology and Infrastructure (MTIS) team is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between.</p> <p>A place with purpose. CBC/Radio-Canada has always been a highly-regarded pioneer of media technology. Not just in Canada, but around the world. Today, we&rsquo;re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force. MTIS is the team making it happen.</p> http://www.cbc.ca/

keywords: who we are,what we do,the opportunity,who you are,what's in it for you,problem solve,collaborate,the education,the experience,the communication skills,the collaborative approach,the relationship building finesse,the analytical skills and the creativity,the bridging capability,the flexibility

Mid Level

Overview: <p>Behind the scenes, but ahead of the curve: help us develop the next-generation public broadcaster.</p> <p>Created in 2015 to align, lighten and modernize infrastructure, the Media Technology and Infrastructure (MTIS) team is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between.</p> <p>A place with purpose. CBC/Radio-Canada has always been a highly-regarded pioneer of media technology. Not just in Canada, but around the world. Today, we&rsquo;re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force. MTIS is the team making it happen.</p> <p><strong>The opportunity</strong></p> <p>CBC/Radio-Canada is seeking a Bilingual Technical Support Analyst, Media Support to join the team in Montreal. This is a one year contract&nbsp;opportunity to step into Canada&rsquo;s oldest and most respected broadcaster as an on-the-ground technology support specialist. A Bilingual Technical Support Analyst who wants to be a key player supporting the roll-out and implementation of special projects ranging from an organization-wide mobile provider transition to desktop updates. A Bilingual Technical Support Analyst who wants to travel across Canada and spend their days troubleshooting and solving issues around application updates, security and more for broadcasters, journalists, content creators, editors and more.</p> <p><strong>Who you are and where are you now?</strong></p> <p>You are an experienced Support Analyst or System Administrator who wants to make life easier for the people around you. You may have worked in consulting as part of an end-user solutions team or you may have worked at bigger and smaller companies supporting a range of technologies and tools. Either way, you want to work in a continuously changing environment, moving from project-to-project, facing new challenges and instant gratification as you make a positive impact on the people you help.</p> <p>You are a creative problem-solver who is quick to learn new technologies, willing to crawl on the floor to plug network cables in and quick to laugh at a good (or bad) joke. You are passionate about doing everything you can to facilitate the use of technology, ease the transition and increase end-user engagement with the tools they have at their fingertips. You want to travel across Canada, working side-by-side with your team to support the end-users. You are flexible and adaptable to an ambiguous, yet fast-paced environment where everyone is under high-pressure deadlines. You want to be part of a team that spends time together when supporting implementations away from home; a group that becomes your work family, while throwing the occasional axe or escaping a room.</p>
Responsibilities: <p><strong>What&rsquo;s in it for you?</strong></p> <ul> <li>Challenges. We spend our days solving problems on an unbelievable scale. Media files are highly nuanced and incredibly complicated; updating, installing and supporting technologies that are organization-wide and that impact broadcasting content is a time-sensitive, complex technical feat. And that&rsquo;s just the beginning. This is an opportunity to act as the liaison between engineering, application systems, the maintenance team and the end-users. It is a chance to be part of a team that is highly skilled in change management, technical-to-everyday translation, documentation and train-the-trainer. Above all, a team that is wholly dedicated to providing the highest quality customer service through patient, empathetic and knowledgeable phone, email and in-person interactions.</li> <li>Be part of the change. Right now we are looking for people who can execute our strategy. Innovators who want to push future-forward thinking. Builders who want to be hands-on, building the next generation of media technology for CBC/Radio-Canada employees. We want to hear the ideas, see the designs and implement the innovations brought to us by our teams. You want to be part of a team actively transforming the workspace for every individual at CBC/Radio-Canada. Our priority is to proactively and in-the-moment solve problems and ensure the users can engage with new functionalities, new tools and conduct their day-to-day work seamlessly.</li> <li>Cutting-edge tech. Data management. Cloud migration. IP for broadcast. AI. Security and reliability. The road ahead changes every day. By joining us now, you will become both pioneer and expert with a highly specialized, in-demand skill-set as you help us take steps towards the next frontier of media. While we will want you to stay, we know you will be able to go anywhere after this. As the official providers of technology to CBC/Radio-Canada, you will be joining the team that touches the latest technologies. You will have a chance to influence the choice and use of newer technologies and introduce changes to the processes.</li> </ul> <p><strong>Why join us?</strong></p> <p>At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance. We offer a rare-in-tech work-life balance with an excellent benefits package and a pension plan noted as one of the best in the country; we want to ensure you are happy in and out of the office.</p> <p>We are a dynamic, in-flux team less than 3 years old, brimming with potential. There&rsquo;s a lot of exciting work ahead of us and while we aren&rsquo;t there yet, we have a plan. Our focus is fulfilling our mandate to exceed audience expectations. We weigh our options, research, explore and evaluate. When we make a decision, we follow through with purpose. We don&rsquo;t have one static future ahead of us, but a fluid set of options. This means a chance to be part of that change whether you are an idea generator or an executor.</p>
Requirements: <p><strong>What you bring</strong></p> <ul> <li>The education. You have a degree or diploma in Computer Science, Information Technology or a related field.</li> <li>The experience. You have experience providing end-user solutions support in Windows and Mac environments as well as all mobile operating systems. You have exposure to user environments in typical enterprises. You have an awareness of the tools - and the alternatives - for software, hardware and application installation, rollout and support for internal teams.</li> <li>The communication skills. You are fluently bilingual. You are skilled at presenting ideas, documenting processes and workflows and relaying your opinions with sensitivity. You know how to listen and you understand perspectives. You have experience with technical documentation and training facilitation - either train-the-trainer or end-user.</li> <li>The collaborative approach. You thrive in a team-focused environment. You can guide teams. You are focused on taking a hands-on role wherever and whenever needed.</li> <li>The relationship building finesse. You are empathetic and patient. You understand the customer perspective and your priority is providing rapid, stable solutions and support. You can nurture strong two-way relationships with peers, partners, clients, staff, senior managers and external technological vendors.</li> <li>The analytical skills and the creativity. You can think through issues and innovate solutions. You are proactive and creative in your approach. You are a problem-solver, a researcher and a detail-oriented planner.</li> <li>The bridging capability. You work on the cutting edge of technology and pick up new tools quickly. You are aware of modern, best practices and you thrive in an Agile environment. You understand how to dig into issues, remove the roadblocks and present solutions both immediate and long term.</li> <li>The flexibility. You are able to travel throughout Canada up to 30% of your time.</li> </ul> <p><strong>To apply:</strong></p> <p>Think this job is meant for you but worried you don&rsquo;t have it all? At CBC/Radio-Canada we know that not everyone takes the same path when it comes to building their skills. Hands-on experience, intelligence, innovation, a passion for learning and a team-focused approach can combine to form the best set of qualifications. If you feel you meet 70% of the requirements we are seeking and you are excited by the possibility of growing our company, take a chance and express your interest here:</p> <p>As a leader in expressing Canadian culture and enriching democratic life, we need to be as diverse in every way as the country we serve, both within our workforce and on air. As an employer, we value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and permeate all the services we provide as Canada's public broadcaster.</p>