MSF Technical Support Specialist (Telemedicine)

Job Description

The deadline for applications is 9:00am EDT on Monday, 22 April 2024.

A detailed copy of the job description can be found HERE.

Position Status: Temporary, 12 month contract

Activity Rate: 100%, 37.5 hours per week

Location: Toronto or Montreal

Salary Range: Level 13 on the MSF Canada Salary Grid, $64,251 - $69,010 per year (non-negotiable)

Status: Must be legally authorized to work in Canada; MSF Canada is not in the position to support a work permit process for any country outside of Canada, nor to support relocation within Canada.

Benefits: Health Spending Account, Lifestyle Spending Account, group insurance (Life, Dependent Life, AD&D), Peace of Mind plan (i.e. prescription drugs, accidental dental, hospital care, etc.), 5% RRSP contributions (no matching required), starting 4 weeks’ Vacation/year, flexible work hours, annual professional development budget, Employee and Family Assistance Program (EFAP), and a positive and innovative office culture grounded in our core values of humanity, integrity and results.

Impact Statement

The Technical Support Specialist assumes point of contact responsibilities for all Telemedicine Service Desk Requests. The Specialist ensures service and technical issues are resolved in a timely manner and plays a pivotal role in identifying areas of improvement through their analysis of Service Desk data. The Specialist will also be an important coordinator with other areas of Telemedicine as modifications to service operations occur. The Technical Support Specialist occupies a key position in fostering healthy relationships with stakeholders by applying functional and technical expertise, contributing to the department’s development and growth.

By these contributions, the Technical Support Specialist will be critical to increasing the peak functionality for patient care. Facilitating sustainable and reliable support will enhance Telemedicine’s service delivery across the globe. They will align their actions with the achievement of the Telemedicine goals of increased access, usage, and satisfaction to facilitate greater access to specialists and health care practitioners, improving patient care in MSF’s projects globally.

Key Responsibilities

Provide consistent, timely responses to global TM users experiencing difficulties with process or technology
Management and maintenance of the Service Desk Knowledge Base promoting user self sufficiency
Analyze Service Desk data and recommend strategies for optimizations to Team Lead
Maintain strong, collaborative relationships with all Service Desk stakeholders to effect rapid solutions and updates
Participate in planning of releases, testing, and early life support for introduced changes into service environments

Job Specific Competencies

Service Desk Technical Support: Record, triage, and prioritize support inquiries as per prescribed models
Data Analysis: Exercise fundamental data management (ie., capturing, normalization, harmonization, cleansing)
Relationship Management: Build and maintain rapport with key users on respective projects and with all Service Desk stakeholders, inclusive of end users, internal providers (e.g. SITS, Field ICT, Regional Implementers), and external providers (e.g. ITSM/ticketing tool vendor, TM service vendors)

Core Competencies

A Commitment to MSF’s Principles; Acts towards the fulfilment of MSF’s Social Mission, Proficiency Level 1
Cross-cultural Awareness; Demonstrates an integrating attitude, Proficiency Level 3
Analytical Thinking; Identifies basic relationships, Proficiency Level 2
Service Orientation; Responds empathetically to clients and understands their concerns/needs, Proficiency Level 2
Teamwork and Cooperation; Shares information and coordinates with team and/or others, Proficiency Level 2
Planning and Organizing; Is proactive regarding planning and organizing their job area, Proficiency Level 2

Knowledge and Experience