Skills for End-User Support

CMIS 311
Project 1 Part
1(A)
Student ID: 3351645

Hina Rauf
End User Support Skills

Table of Contents
Job Description 1.....................................................................................................................2
Job Description 2.....................................................................................................................2
Job Description 3.....................................................................................................................3
Job Description 4.....................................................................................................................4
Report.....................................................................................................................................6
Similarities..........................................................................................................................................6
Differences.........................................................................................................................................6

Reference................................................................................................................................7

1
End User Support Skills

Job Description 1
Source: https://www.monster.ca/jobs/search/?q=Support-
Analyst&intcid=skr_navigation_nhpso_searchMain&jobid=224245051

Position Title: Edsembli – Support Analyst

Key Duties:

Working directly with the client end user, the person in this position will provide technical and
functional support to resolve issues related to using the company provided HR/Payroll and /or
Accounting software. Apply knowledge of the applications to identify and resolve problems by
understanding the problems and identifying the problems. As a first point of contact, the person should
develop and expert level of understanding of client’s ERP platform and SIS/HRP/Finance concepts to
provide technical and functional support. Timely record keeping of issues, providing workaround timing,
working with development team to resolve issue and keeping accurate record of technical bugs.

Qualification:

 You should have a 2+ years of technical support experience working directly with end users
resolving problems for complex technical service or software applications.
 Intermediate to strong level of experience of software application.
 Strong verbal and written English communication skills.
 Strong problem-solving skills.
 Proficiency in Windows Operating System and MS Office Applications Suite
 Previous experience of HR/Payroll or Finance software application is desirable.
 Working knowledge of MS SQL Server Reporting Services or other comparable SQL-compliant
Reporting Tool.
 Prior experience of working in a software application support environment. Experience in .net
native Web applications, running on windows7/8, with SQL Server 2008/2012, Windows Server
2008/2012 and Active Directly is highly desirable.
 Technical certification such as ITIL or other relevant qualifications.

Job Description 2
Source:https://ca.indeed.com/jobs?q=technical%20support&l=London%2C
%20ON&vjk=febf7c46743783ef

Position Title: IT Helpdesk Support Specialist – JMP Solutions

Key Duties:

Collaboration with team to ensure that the company’s IT systems, computers, servers, and software and
functioning properly and is available to all user with minimal downtime. You will also configure, install
and maintain end user IT systems including software, devices, and cloud application. You will also be

2
End User Support Skills

involved in research and implementation of innovative ways to streamline development of IT systems

and end user hardware and liaise with end-users across North America to deploy and support their
devices and applications. Other duties will include managing the internal ticketing systems for end users’
requests and issues, provide training to end-users and provide input and adhere to the business plan by
providing effective and efficient IT processes and systems to use internally.

Qualifications:

 Must hold a college diploma in a related discipline working towards or interest in working
towards certification in Microsoft, ITTLv3, CompTIA, A+ and Cisco.
 Experience in Microsoft 365 is a plus.
 Must possess critical thinking and problem-solving skills.
 Must be a team player and open to learn new technologies.
 The applicant must have the ability to multitask and strong verbal and written communication
skills and customer service skills.
 Some understanding of networking
 Must have experience in utilizing and deploying enterprise security and anti-virus/malware and
troubleshooting skills related to OSI Model and windows active directory.
 Must be flexible in travelling as the position requires 5-10 % travel within North America.

Job Description 3
Source: https://www.canada.ca/en/security-intelligence-service/corporate/csis-jobs/available-
jobs/technical-support-officer.html

Position Title: Technical Support Officer – Canada Security Intelligence Services

Key Duties:

Responsibilities include setting up, implementation and maintenance of IT infrastructure components,

and provide operational and technical support for investigations. You will be required to evaluate the
performance of existing systems and plan and suggest upgrades and improvements. You will also
provide troubleshooting and resolve issues. You will also identify problem patterns, perform research
and provide recommendations to improve the reliability and maintainability of the systems. You will be
also responsible to liaise with peers and clients to resolve technical issues, train colleagues, and
participate as a technical advisor /consultant on divisional projects and strategic planning. You will also
provide recommendations to improve procedures and guideline related to systems and support
services. You will be required to maintain technical knowledge and stay up to date on work related new
technologies and best practices.

Qualification:

The qualifications are broken down into education, experience and assets.

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End User Support Skills

Education:

 Undergraduate relevant degree, technologists’ diploma or College diploma in Computer

Science, Electrical, Electronics, Network Security or Telecommunications or Engineering from an
accredited learning institution recognized in Canada. If you have completed a program outside
Canada, you will be required to obtain proof of Canadian equivalency.

Experience:

Two years of recent experience in any two of the following disciplines:

 Networks
 Computer hardware and hardware tools
 Internet protocols
 Telecommunication technologies
 Analysis and trouble shooting

Asset:

 Practical experience with a telecommunication provider or similar.

 Knowledge or experience of Windows server, Server maintenance, SAN, Network
administration, Virtualisation, Wiring and wiring distribution or Project management.

Job Description 4
Source: https://www.workopolis.com/jobsearch/technical-support-jobs/ontario-canada?
job=fLP9SWB07ozCHxkInkRejhpnaoYDmJyN9jKPUIeA-Ye59G_XGfKY3g

Position Title: IT Support Technician – Department of Finance Canada

Key Duties:

Part of the Client Solutions team you will provide the department of Finance an effective IT environment
and constantly work to improve and evolve tools and solutions to support business functions. Analyze
data and reporting related to all aspects of IT (assets, incidents, client service requests, investigations,
etc.) and provide senior managements with valuable feedback to support decision making and identify
potential issues. You will be responsible to provide technical expertise and support in account/access
management, client service, smartphones, virtual communication/collaboration and VIP support. You
will also provide support to the Department of Finance with innovative hardware and business
application as the department move to the cloud.

Qualification:

The qualifications are broken down into education, experience and assets.

4
End User Support Skills

Education:

 Two years post-secondary program in computer science, information technology, information

management or another specialty relevant to the position. A suitable combination of education,
training and/or experience is also acceptable.

Experience:

 Recent experience of working in a technical support position, trouble shooting and end-user
support in Microsoft windows desktop, network applications and infrastructure services.
 Recent experience of working with a minimum of 500 end-users in an IT Desk environment.
 Experience with installation, configuration, trouble shooting and maintenance of Desktop,
Hardware, Windows 10 Operating System imaging including software installation.
 Experience in following industry standard trouble shooting practices and logging information
into ticketing system.

Assets:

 Experience working on the Government on Canada Secret Infrastructure (GCSI)

 Experience in configuration and supporting Microsoft SharePoint.
 Experience in writing operational procedures including IT service end-to-end, configuration and
or administration guides of IT system.
 Experience in providing guidance on IT issues and system.
 Experience in managing user accounts and network access using Microsoft Advice directory.

5
End User Support Skills

Report

There are various kinds of end-user’s support position available in various types of industries including It
solutions firm providing support to their clients to large organizations with their in-house IT
departments providing support to the other departments within the organization. The four positions
mentioned in this report are:

 Edsembli – Support Analyst

 IT Helpdesk Support Specialist – JMP Solutions
 Technical Support Officer – Canada Security Intelligence Services
 IT Support Technician – Department of Finance Canada

There are many similarities in terms of core responsibilities, qualification required. There are few
differences as well.

Similarities
 Provide support to end users.
 Working collaboratively with other within the team and across organization.
 Configuration, installation, and maintenance of IT Systems.
 Trouble shooting for hardware and software issues and documentation of issues through
ticketing system
 Documentation is an important part of job.
 All positions require previous experience in similar roles however specifics regarding the
technology, software etc. is different

Differences
 IT Helpdesk Support Specialist – JMP Solutions and Technical Support Officer – Canada Security
Intelligence Services requires the employee to provide training to colleagues and clients.
 Edsembli – Support Analyst and IT Helpdesk Support Specialist – JMP Solutions positions
requires the employees to work directly with the organization’s clients, while Technical Support
Officer – Canada Security Intelligence Services, IT Support Technician – Department of Finance
Canada requires the employee to provide technical support to the departments within the
organization itself
 IT Helpdesk Support Specialist – JMP Solutions requires the employee to travel to client sites
within North America.
 All the positions have different qualification requirements.

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End User Support Skills

Reference
https://www.monster.ca/jobs/search/?q=Support-
Analyst&intcid=skr_navigation_nhpso_searchMain&jobid=224245051

https://ca.indeed.com/jobs?q=technical%20support&l=London%2C%20ON&vjk=febf7c46743783ef

https://www.canada.ca/en/security-intelligence-service/corporate/csis-jobs/available-jobs/technical-
support-officer.html

https://www.workopolis.com/jobsearch/technical-support-jobs/ontario-canada?
job=fLP9SWB07ozCHxkInkRejhpnaoYDmJyN9jKPUIeA-Ye59G_XGfKY3g