IT Technical Support Representative – CPAC

The Cable Public Affairs Channel (CPAC) is Canada’s window on parliament, politics, and public affairs. As Canada’s only national, bilingual media outlet focused exclusively on politics, we are unique in the Canadian media landscape. We are looking for an experienced IT Technical Support Representative to join our creative and nimble team.

The Role

CPAC is seeking a customer service focused Technical Support Representative to join our technical operations team. This individual will be the front-line support for daily helpdesk inquires. They will be responsible for monitoring, maintenance, and administration of all IT systems including servers, storage, networks, phone, and cloud infrastructure.

Based in Ottawa, this is great opportunity for an individual to build on their existing experience and face new challenges. The ideal candidate has strong technical skills, is detail oriented, has excellent analytical and problem-solving skills, strong communication skills and appreciates that working in a small team means the role will be multifaceted.

Primary Responsibilities:

•Monitoring and maintaining IT infrastructure and systems including firewalls, antivirus, backups, patch management, VMware, AD, various storage systems (HP, NetApp, Dell Isilon, etc.), Cisco and HP switches, SQL databases, Avaya VOIP, video streaming and rendering, etc.
•Install and configure new virtual or physical server infrastructure, end user computer systems, and peripheral devices.
•Provide support for all IT systems via help desk portal, telephone, email, and in person.
•Provision mobile devices (Cell phones, Tablets).
•Be part of a team that handles IT outages quickly and efficiently with timely communication.
•Resolves complex technical issues independently, without escalation.
•Provide on call support and perform scheduled maintenance outside of regular business hours.
•Create and maintain detailed documentation related to IT system design, specifications, drawings, service records, operations manuals, etc.
•Become a subject matter expert with respect to cloud-based infrastructure and services and assist with the associated provisioning, security, management, and maintenance.
•Foster collaboration with production and operations team members to best understand their use case for equipment and develop solutions to curate and implement needed changes.
•Maintain up to date operational procedures to support daily operations and emergency recovery scenarios.
•Support and consult on facility infrastructure requirements including electrical (UPS, generator, PDUs), mechanical (HVAC, conduit, fire suppression systems), lighting, and leasehold projects.

Qualifications (education, knowledge, skills, and experienced required):

•Post secondary degree or diploma in information technology, computer engineering, or a related field.
•A minimum of 2 years experience in a level 2 or higher help desk support or systems administration role.
•Extensive experience supporting end users including their computing hardware, peripherals, and software (Microsoft Windows OS, Office 365, Adobe, etc.).
•Passion for technology and learning new software and hardware products.
•Demonstrated experience managing, maintaining, and supporting VMware, servers (Windows and Linux OS), network infrastructure, and storage systems (iSCSI, FC, SAN, NAS, etc).
•Familiarity with internet network technologies (DNS, firewall, SSH, HTTP/S, FTP).
•Familiarity with IP networking protocols (TCP, IGMPv2/v3, BGP, OSPF, PIM).
•Familiarity with AWS and Azure cloud products.
•Familiarity with mobile device operating systems (Android, iOS).
•Excellent writing, organizational, and time management skills.
•Maintains well organized and meticulous files and records.
•Ability to work to exacting standards, including critical deadlines under high stress situations.
•Excellent analytical and problem-solving skills.
•Ability to work flexible hours and weekends as required.
•Client service oriented with excellent interpersonal, communication and organizational skills.
•Must be independent, self-motivated, and self-sufficient.
•Promotes work environment that recognizes, supports, respects, and welcomes diversity of employees.
•Preference may be given to candidates who are fully bilingual in English and French.

Preference will be given to candidates who have these additional skills/qualifications:

•Relevant industry certifications AWS, Microsoft, CompTIA, Cisco, etc.
•Demonstrated experience provisioning, securing, and managing cloud compute and storage environments in AWS and Azure.
•Familiarity with Cisco Nexus and HP Procurve switches.
•Familiarity with clustered storage and distributed file systems.
•Experienced in project management and able to lead IT projects from start to finish.
•Demonstrated experience supporting broadcast media and television operations including, but not limited to, streaming, video production, and transmission.
•Familiarity with Adobe or other non-linear editing systems.

This is a full-time opportunity.

Hours are Monday to Friday, 12pm-8pm, subject to change.

Please submit your application to:
1750-45 O’Connor Street
Ottawa, Ontario K1P 1A4
Attention: Patricia Hutton, Human Resources


CPAC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Our industry and COVID-19

We've gathered a number of links where Canadian cable, radio, television, telecom and wireless companies have posted their responses to the Covid-19 pandemic.