This external competition is open to all candidates legally authorized to work at the High Commission of Canada in Kenya who meet all the essential qualifications and whose application is received no later than the closing date and time of the competition, including embassy employees and spouses of Canadian staff.
Please note that the High Commission of Canada to Kenya does not sponsor work authorizations directly or indirectly.
The Government of Canada is an equal opportunities employer and welcomes applications from diverse sections of the community. Candidates will be considered based on merit. Our organization offers an inclusive workplace where respect, teamwork, and collaboration are part of our culture. Canada’s missions abroad are committed to promoting and supporting an environment free from harassment and discrimination, as well as encouraging and supporting employees to learn and develop their skills and competencies.
ESSENTIAL QUALIFICATIONS
Candidates will initially be screened against the Essential Qualifications relating to education, language* and experience.
Candidates must clearly demonstrate when applying to the position how they meet each of these essential qualifications.
*Language will be assessed further during the process.
Summary of Duties:
Under the supervision of Global Affairs Canada, the incumbent will perform the below key responsibilities:
- Identify, resolve, and document Information Management and Technology (IM/IT) incidents reported by mission clients
- Provide technical and procedural guidance on the use of LAN and associated IM/IT equipment
- Provide one-on-one IM/IT coaching to mission clients as required/requested
- Document resolutions of common or recurring IM/IT incidents for mission clients and share information with IM/IT support community
- Monitor the mission’s IM/IT ticketing system and mission’s IM/IT mailbox on a day-to-day basis to action IM/IT incidents
- Setup, support, and disassemble temporary IM/IT equipment required by sections or programs in/out of the mission
- Identify, analyze, and document problems encountered on the IM/IT infrastructure
- Coordinate and facilitate assistance from outside service technicians (3rd party support) as required
- Provide technical and procedural guidance on the use of Audio/Video conferencing and associated equipment
- Keep abreast of IM/IT developments within and outside of Global Affairs Canada and if appropriate, recommend use at the mission for added efficiencies and cost savings
- Provide mission staff advice and guidance regarding cloud applications such as Microsoft 365
Experience:
- A minimum of 2 years’ experience providing direct Information Management and Technology (IM/IT) support and coaching to users by e-mail, video/telephone conference, Microsoft Remote Assistance and in person, within a Service Desk environment, supporting Microsoft Windows products and devices
- A minimum of 2 years’ experience in supporting a Local Area Network (LAN) and its components
- A minimum of 2 years’ experience in supporting and managing standard end-user computing devices, such as Microsoft Windows-based desktops and laptops, as well as smartphones (Android and/or iOS)
- A minimum of 1 year’ experience in supporting Microsoft 365 collaboration tools like: Teams and SharePoint
RATED REQUIREMENTS
The Rated Requirements are part of the essential qualifications and are relating to knowledge, abilities and competencies. Methods of assessment for rated requirements may include, but are not limited to, a written examination, an oral interview (online pre-recorded/live or in-person), role-play, practical tests, presentations and/or psychometric assessment.
Knowledge:
- Knowledge of industry standard Information Management and Technology (IM/IT) elements such as user interfaces, devices, connectivity options, and collaboration tools
- Knowledge of documenting, troubleshooting and escalating techniques used in the resolution of technical incidents pertaining to Information Management and Technology devices and infrastructure
- Knowledge of the capabilities and functionality of the Microsoft 365 suite of applications such as Teams, OneDrive, and SharePoint and how they support collaboration
Competencies:
- Client Focus
- Showing Initiative and being action-oriented
- Working effectively with others
- Thinking things through
- Continuous Learning
- Integrity and Respect
Asset Qualifications:
Preference may be given to candidates who meet the Asset Qualifications. Where applicable, candidates must clearly demonstrate how they meet any asset qualifications.
