Information Technology Professional (LEITP) Officer

 

SUMMARY OF DUTIES

Under the supervision of Global Affairs Canada, the incumbent will perform the following key responsibilities :

• Identify, resolve, and document information and technology management (ITM) incident reported by mission clients.
• Provide technical and procedural guidance on the use of local network and related ITM equipment.
• Provide one-on-one ITM support to mission clients as needed and requested.
• Document resolutions for common or recurring ITM incident for the mission clients and share the information with the ITM support community.
• Monitor the mission ITM Ticket tracking system and inbox daily to address ITM incidents.
• Install, maintain, and dismantle temporary IT equipment required by section or program within or outside of the mission.
• Identify, analyse and document issues observe in the ICT infrastructure.
• Coordinate and facilitate assistance from external service technicians (third-party support), as needed.
• Provide technical and procedural guidance on the use audio and videoconferencing, as well as related equipment.
• Stay abreast of ICT developments within and outside Global Affairs Canada and, where relevant, recommend the use of these technologies to the mission to increase efficiency and achieve cost saving.
• Provide mission staff with advice and recommendations regarding cloud applications such as Microsoft 365.
• Provide use support in person and remotely depending on the needs or nature of the task at hand. 

 

AREA OF SELECTION

This selection process is open to all applicants who are legally authorized to work in Dakar at the time of appointment, who meet all of the essential qualifications and whose applications are received by the closing date.

Please note that the Embassy of Canada in Senegal, does not sponsor work permits 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 on merit regardless of ethnic origin, religious belief, gender, age, sexual orientation, disability or other factor. 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

All essential qualifications will be assessed. Methods of assessments and screening of candidates may include but are not limited to: verification of credentials, resume and letters of presentation; interviews, exams and practical tests; presentations or other types of assessments.

Education

This position requires:

• • • A university degree with a major in computer science or information technology, OR an equivalent combination of education, training, and/or experience.*

*An equivalent combination of education, training, and/or experience refers to: providing direct assistance and support to users in the field of information and communication technology.

Note: Candidates will be required to provide proof of their education.

Language

The Following languages and proficiency levels are required for this job. Candidates will be formally assessed or requested to provide proof of certification on these levels.

• • • An intermediate proficiency level (reading, writing, comprehension, and speaking) in English.
    • An advanced proficiency level (reading, writing, comprehension, and speaking) in French.

Experience

In order to perform the duties relevant to this job, the following experience is required.

• • • At least two years of experience providing direct assistance and support to users in the field of information and communication technology via email, videoconferencing, teleconferencing, Microsoft Remote Access, and in person, in the context of a help desk, for Microsoft Windows products and devices.  
    • At least five years of experience providing user support in an environment with 100 users or more.
    • At least two years of experience supporting a local area network and its components.
    • At least two years of experience supporting and managing standardized IT devices for end users, such as desktop and laptop computers running the Microsoft Windows operating system.
    • At least two years of experience supporting and managing smartphones (Android and iOS).
    • At least one year of experience supporting Microsoft 365 collaboration tools such as Teams and SharePoint. 

Knowledge:

• • • Knowledge of standard components in the Information and Communication Technology (ICT) sector, such as user interfaces, devices, connectivity options, and collaboration tools.
    • Knowledge of documentation, troubleshooting, and escalation techniques used in resolving technical incidents related to devices and information and communications technology infrastructure.
    • Knowledge of the capabilities and features of the Microsoft 365 suite of applications, such as Teams, OneDrive, and SharePoint, and how they facilitate collaboration.

Competencies

All competencies will be assessed. All competencies must be met prior to appointment.

• • • Organizational and Coordination.
    • Focus on Quality and Detail.
    • Initiative and Action Oriented.
    • Working with Others and Horizontal Leadership.
    • Thinking things through.
    • Judgement and Discretion.
    • Client Orientation.

*For more information on competencies: Competency Dictionary

 

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.

• Experience working in an international setting, such as an embassy, an international organization, or a multinational corporation.
• Tracking and escalating service issues using a ticket tracking system such as BMC Remedy
• Experience facilitating group training sessions.
• Experience using and explaining artificial intelligence tools such as ChatGPT or CoPilot. 
• Experience analyzing and resolving technical issues related to both software and hardware. 
• Certification: Certifications in Microsoft 365, Office 365, Teams, SharePoint, etc.
• Certifications in IT service management, CompTIA A+, CompTIA Network, CCNA, ITIL.

 

OPERATIONAL REQUIREMENTS

Operational requirements will be assessed on a “meet/does not meet” basis and can be used to determine right fit of a candidate for the position.

• Hours of Work: Normal hours of work for this position are in accordance with Locally-Engaged Staff regulations of 37.5 hours per week.
• Overtime: Willingness to work overtime on short notice.
• Travel: This position may require limited occasional travel domestically and/or internationally.

 

CONDITIONS OF EMPLOYMENT

Conditions of employment must be met or complied with before being appointed to a particular position. They are to be maintained throughout the employment period.

• Valid work authorization: Ability to obtain and hold a valid work authorization covering the entire employment period.
• Security screening: Obtain and maintain a Reliability Status (security level) which includes a criminal and credit background check from the Government of Canada.
• Hold a valid passport.
• Be able to obtain visas for Canada, Burkina Faso, and Benin.
• Be able to travel for periods of 5 to 7 days as needed.

 

HOW TO APPLY

Follow the below instructions to ensure your application can be considered.

• You must submit your application using the "Apply online" function. Only applications submitted via VidCruiter will be considered, unless a valid reason is presented and accepted prior to the closing date.
• Do not include personal data such as; age, date of birth, gender, marital status, family status, religion or a picture in your application form, CV nor cover letter (as required). Only include information relevant to the vacancy as requested in the above job poster.
• You must clearly demonstrate in answering the screening questions how you meet the qualifications of the vacancy. You must provide concrete and detailed examples that clearly explain where, when, and how you gained the qualification in each question box. Global Affairs Canada cannot make any assumptions about your studies nor experience. No additional information will be sought beyond what you submit in your online application.
• Candidates may be required to upload a CV and/or a cover letter in English or French. These documents may (or may not) be used as a secondary source to validate the answers to the screening questions.
• Applications which do not include all the requested documents or information and/or which are not received by the closing date will be rejected.
• Candidates who are unable to submit their application due to technical difficulties must report these to LES-E-Recruitment-BREU@international.gc.ca prior to the closing date. Failure to do so will result in the application being rejected.

 

IMPORTANT NOTES

Carefully review the following:

• Please note that the Embassy of Canada to Senegal does not sponsor work authorizations directly or indirectly.
• Only applications submitted in one of the official languages of Canada will be accepted (English or French).
• Communication for this process will be sent via email. It is the responsibility of the candidates to ensure accurate contact information is provided and updated as required.
• Candidates must provide an email address that accepts email from unknown users and regularly check their email, including spam folder.
• Reference checks may be sought for candidates.
• Please note that the Embassy of Canada to Senegal does not reimburse any travel costs to and from interviews/exams nor does it reimburse any relocation costs.
• Before an offer of employment can be made, successful candidates must provide a local residence address as proof of residence in the specified area of selection. This information is necessary to issue a letter of offer.
• We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated (during any phase of the evaluation process, please contact us at LES-E-Recruitment-BREU@international.gc.ca to request specialized accommodation (a modification made to the standard assessment conditions, allowing individuals with disabilities to demonstrate their abilities on an assessment by removing barriers related to their specific needs). All information received in relation to accommodation will be kept confidential.
• The results of this selection process may also be used to establish one or more pools of fully or partially qualified candidates for similar term, indeterminate, part-time or full-time openings at the Embassy of Canada to Senegal,  which might arise following the completion of this selection process.
• For Canadian citizens/residents and Canadian dual nationals, please note that it is your responsibility to enquire with the Canadian Revenue Agency about any possible taxation implications linked to an employment with the Government of Canada.
• The Government of Canada has established a multiple step salary scale as well as Terms and Conditions tailored to each country’s local labor environment. The Government of Canada does not negotiate salaries. Competitive benefits in line with local practices for each country are also provided in the gross compensation package.