The Summer Technical Coordinator is responsible for providing phone and in-room technical support for a variety of summer campus guests including business professionals, faculty, hobbyists, athletes, vacationers, summer students, minor children, prospective Western students and their parents. These guests may be visitors of main campus, Brescia University College, and Huron University College. The incumbent must be able to resolve most WPA-2 Enterprise and ethernet network support issues that arise. The Summer Technical Coordinator writes complete and accurate support tickets to document all customer service interactions. The Summer Technical Coordinator acts as a positive influence on the Connect-IT summer team - maintaining a personable and approachable manner with all customer and staff interactions. Occasional weekend and evening work is required in order to provide the best service to Western conference attendees.
The Summer Technical Coordinator will also participate in the hosting of our annual All Staff Educational Conference. They will be involved with the preparation, presentation, and maintenance educational materials for our week-long conference. Summer Technical Coordinators are required to attend to weekly strategy and planning meetings. They will assist with various Connect-IT projects including the Connect-IT handbook, hiring campaigns, bandwidth testing and customer satisfaction surveys. The incumbent will take guidance from senior staff and the Manager, Communications and Connect-IT Services, and work productively and courteously with their summer team and other members of the Western community. Summer Technical Coordinators are responsible for proper escalation of unresolved issues to more senior Connect-IT staff.
Responsibilities include:
- Provide network, audio, and video support for events and conferences on campus and at Spencer Hotel and Conference Centre, interacting with presenters and attendees to make sure the technologies in the event space are functioning properly and they are able to connect to the network
- Ensure ongoing reliability of the Connect-IT network by testing the wired and wireless connections in each residence room, documenting the results, and troubleshooting the problem if appropriate
- Update and prepare online training for the new and returning team members, then collecting the results and using them to inform decisions of the in-person training
- Resetting and maintaining the equipment and tools used during the academic year so that they are ready to be used the next year
- Work with other members of the Housing and Ancillary Services IT team to complete projects and initiatives taking place over the summer
Qualifications:
- Must have demonstrated higher-level skills in providing both technical and customer service support to students and their parents as well as troubleshooting wired and wireless connectivity
Education:
- Must be currently enrolled as a full-time Western University student
Experience:
- Must have a minimum of one year's experience on the Connect-IT Team
Skills, Abilities & Expertise:
Summer Technical Coordinators must have demonstrated the ability to provide both higher-level technical and customer support proficiently. In addition to excelling in a number of the skills, abilities, and expertise outlined in the Fall Staff position, a Summer Technical Coordinators must have:
- Familiarity with network concepts is an asset
- Thorough knowledge of network concepts such as MAC + IP address
- Working knowledge of tools such as ipconfig, ACD phone system, call tracking software
- Understanding of how DHCP, RAMP and the Reg Page relate, interact and influence internet connectivity
- Thorough knowledge of Western's: Identity Manager, Acceptable Use Policy, password policies, internet subscription process, copyright policy
- Ability to adapt and conform to workplace policies, rules and guidelines
- Ability to interact professionally with a diverse group of clients and staff
- Understanding of web security and privacy concepts
- Ability to effectively work independently and as part of a team to achieve goals in a timely manner
- Valid Class G driver's license is preferred
