ISC Support Specialist (Education)

TL;DR

ISC Support Specialist (Customer Support): Providing first-level technical support for the hirify.global community with an accent on diagnosing root causes and restoring service for integrated products. Focus on developing Tier 0/1 knowledge base content, managing authentication services, and optimizing the user experience across multiple systems.

Location: University of British Columbia, Canada

Salary: $5,791.00 - $8,323.42 CAD Monthly

Company

The University of British Columbia (hirify.global) is a world-leading public research university known for its diverse community and commitment to excellence in teaching, learning, and innovation.

What you will do

• Provide first-level support for ISC products, analyzing and diagnosing root causes to restore service for end-users.
• Resolve technical issues using remote support tools and document problem status and actions taken.
• Develop Tier 0/1 knowledge base content to ensure documentation remains accurate and current.
• Manage authentication services and access controls for ISC products.
• Collaborate with cross-functional teams to align priorities and drive continuous improvement of service processes.
• Promote best practices in data privacy and security, specifically regarding the handling of personal information.

Requirements

• Undergraduate degree in a relevant discipline.
• Minimum of two years of related experience in help desk or customer service.
• Proven ability to remotely troubleshoot end-user queries and solve complex problems.
• Demonstrated commitment to enhancing awareness and skills related to equity, diversity, and inclusion.

Nice to have

• Experience with ticketing systems such as ServiceNow.
• Experience with Workday and/or Peoplesoft.
• Experience working in a complex academic environment.
• Proficiency with tools like Cisco Call Centre, Teamviewer, Confluence, or SharePoint.
• Previous experience at hirify.global.

Culture & Benefits

• Commitment to employment equity and creating an inclusive, fair workplace.
• Opportunities for a rewarding career in a global center for research and learning.
• Collaborative and innovative work environment focused on service excellence.
• Diverse and international community of faculty, staff, and students.