Telesat (Nasdaq and TSX: TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers for over 55 years. Backed by a legacy of engineering excellence, reliability and industry-leading customer service, Telesat has grown to be one of the largest and most successful global satellite operators.
Telesat Lightspeed, our revolutionary Low Earth Orbit (LEO) satellite network, scheduled to begin service in 2027, will revolutionize global broadband connectivity for enterprise and Government users by delivering a combination of high capacity, security, resiliency and affordability with ultra-low latency and fiber-like speeds. Telesat is headquartered in Ottawa, Canada, and has offices and facilities around the world.
The company’s state-of-the-art Satellite fleet consists of 12 GEO satellites, the Canadian payload on ViaSat-1 and one LEO 3 demonstration satellite. For more information, follow Telesat on X and LinkedIn or visit www.telesat.com
Reporting to the Manager, Systems and Service Management, the incumbent provides the technical leadership and specialist expertise required for the operation and support of the corporate endpoints. The incumbent’s primary focus is to monitor, maintain, troubleshoot and enhance corporate computer endpoints which are integral to the day-to-day operation of the company. Secondary activities include operational, day-to-day requests including user account creation/termination, system access requests, resolution of security alerts, and providing second level problem assessment, triage, research, and resolution of incidents and requests for all employees worldwide, and capable of applying technical expertise at a superior level. Mentorship of the helpdesk team to improve skills while reducing ticket resolution times. Assist with creation and publication of end user documentation as new technology is released.
- Identify, diagnose, and resolve level two problems for users of the software and hardware, LAN and WAN, VPN, the Internet, mobile devices, and new computer technology; communicate solutions to end-users.
- Respond to more complex issues (second line support) escalated by the first line support-using problem-solving skills and analysis to identify root causes of issues, determine course of action and propose creative solutions.
- Build rapport and elicit problem details from help desk team.
- Escalate priority support issues to senior staff and/or other corporate technology groups.
- Collect and document all relevant information prior to escalation to allow senior staff to operate efficiently.
- Mentor and train other technicians on more complex and/or critical procedures and items.
- Document, track and monitor problems to ensure timely resolution.
- Assist in tracking helpdesk calls pertaining to application, networking, and systems problems and issues.
- Promote a very high level of customer satisfaction through proper telephone techniques and respond with an elevated level of urgency to user problems in order to ensure that timely and cost-effective solutions are provided.
- Correct application issues, solve network and security problems and identify common PC software and hardware problems.
- Assign username, password and access right permissions for multiple proprietary applications, as well as client software.
- Endpoint management including creation of ‘gold’ image leverage Microsoft Endpoint Manager (SCCM) and monitoring of patch status, system baseline configurations, and remediations for noncompliance.
- Microsoft Teams administrator
- Windows Server administration including Active Directory, File Services, PowerShell, Group Policy Objects.
- Identity Management and multifactor authentication.
- Office 365 platform management including Azure AD, Exchange online, SharePoint, OneDrive, Office 365 groups.
- Manage critical desktop security solutions.
- Evaluate, deploy, and manage VDI solutions for key lines of business.
- Maintain endpoint anti-virus & anti-malware solutions.
- Manage anti-phishing solutions.
- Plan, monitor and prepare reports on key systems.
- Perform hardware & software audits.
- Product research and evaluation.
- Day-to-day operational support.
- Make decisions and recommendations within established procedures, based on troubleshooting and analysis.
- Manage operating system upgrades.
- Coordination with helpdesk, network/telecom, platform, and security teams.
- Work under minimum supervision.
- Generally comfortable working conditions with lifting and onsite installations.
- Moderate visual concentration in use of video display terminal.
- Appropriate security clearances required.
- Occasional off-hours support may be required.
- Participation in group pager rotation (‘on call’).
