Tier 1 Technical Support Analyst

Montréal, QC

Work at CBC/Radio-Canada

Behind the scenes, but ahead of the curve: help us develop the next-generation public broadcaster.

Created in 2015 to align, lighten and modernize infrastructure, the Technology and Infrastructure 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. 

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’re transforming ourselves from a conventional radio and television broadcaster into a modern digital media company. Technology is the driving force and we are the team making it happen. 

Your role

As part of the move to the new Maison Radio-Canada, CBC/Radio-Canada is looking for a Tier 1 Technical Support Analyst to join us for a full-time contract until December 2022. You will immediately respond to IT and office automation problems to help facilitate a smooth transition from our former headquarters to our new building and systems. In addition, you will analyze issues related to computer peripherals and software in order to ensure availability, helping support users throughout different CBC/Radio-Canada departments. You will also work in collaboration with the teams in the newsroom as well as television production and radio for Radio-Canada. 

What's in it for you?

Challenges and balance. 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. We provide an essential service, as Canadians across the country rely on us for trustworthy news and information. You will be part of the team supporting CBC/Radio-Canada employees during the multimedia, live broadcast of the Olympics and other events. 

Be part of a diverse and inclusive team and organization. We believe in celebrating human differences and know that there is no other path to becoming the best public broadcaster for all Canadians. There's still more work to be done, and we are deeply committed to putting all of our corporate, individual, and collective efforts into doing the work. You will be part of our growth and have opportunities to participate in our diversity and inclusion initiatives, including but not limited to Unconscious Bias training. 

Cutting-edge technology. Our new home in Montréal is a cutting-edge I.P.-based production, modelled in a fashion similar to an IT data centre, with thousands of media devices automated and managed through the network. As the only major media company in Canada with complete IP Infrastructure, we are thought leaders and experts in this area. We have also partnered with Cisco and Arista for custom network platforms built on their latest technology. You will be hands-on, expanding your expertise in this exciting environment, developing in-demand skills.   

As our new Tier 1 Technical Support Analyst, you will:

  • Conduct first-level support. You will respond to requests for assistance with software, hardware, multimedia, and network; prioritizing urgent requests and ensuring incident follow-up and ticket closure. You will complete documentation accurately.
  • Configure employee hardware. You will set up new and update existing computers for all employees.
  • Communicate. You will clarify your internal client's needs and expectations, demonstrating empathy and urgency. You will translate technical information into understandable instructions and propose different solutions to complex issues. You will escalate to second-level support as needed.

We are looking for a candidate with the following:

  • The education. You have a diploma or degree in Computer Science or IT.  
  • The hands-on experience. You have a minimum of two years providing onsite and telephone IT support with a clear understanding of ITIL support processes. You can install and configure operating systems, anti-virus/anti-spy and other software in a Microsoft environment. You can troubleshoot and resolve IT issues in a digital production environment and for IP and mobile phones.
  • The analytical skills. You enjoy thinking through complex issues and applying repeatable, resilient solutions, as well as digging further into issues, removing roadblocks, and presenting solutions for the immediate and long term. You can come up to speed on our processes and new technologies quickly.
  • The interpersonal skills. You have exceptional verbal and written communication skills in French, and you may have English language skills as well. You have the patience and empathy to foster relationships with internal customers, peers, and senior managers. You can effectively translate technical requirements to nontechnical business needs. You have an appreciation for diverse opinions and approaches to problem-solving.
  • The flexibility. You understand the essential function of a support desk and are willing and able to be part of a rotating shift, including early mornings, late nights, and up to two weekends a month.

Join us

Think this job is meant for you but worried you don’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. Candidates may be subject to skills and knowledge testing.

If this sounds interesting, click here. Please note, your application will be handled by Talent Minded (external partnair) and information received will be treated in complete confidence. We thank all applicants for their interest, but only candidates selected will be contacted.

CBC/Radio-Canada is committed to being a leader in reflecting our country’s diversity. That’s because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. That’s why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canada’s public broadcaster. For more information, visit the Diversity and Inclusion section of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e-mail to recruitment@cbc.ca.

You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our corporate website. All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on conflicts of interest. In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.

Wherever in the wording of the job description either gender is used, it shall be understood to include all genders.

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