Construire des solutions innovantes

Nos équipes de technologie et d’innovation cherchent à enrichir et à transformer la vie des enfants les plus vulnérables du monde en soutenant le partenariat World Vision avec des solutions intégrées d’information, de communication et de technologie dans le monde entier. Votre vision, notre vision?

Customer Support Associate

*For World Vision internal candidates only, currently holding a similar position.

PURPOSE OF POSITION:

Customer Support Associates are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 1 help desk support. They work with a broad range of infrastructure products and basic networking components. They provide maintenance and support for simple to moderately complex client products and work on one or more projects concurrently as a team member.

Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.

Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.

KEY RESPONSIBILITIES:

Project Planning:

  • May provide input during project planning and requirements phase.

Service Desk:

  • First point of contact and day-to-day technical support to end users.

  • Responds to Level I support requests via multiple sources.

  • Enters call data into the tracking system.

  • Interacts with clients in a courteous and professional manner.

  • Provides user access service.

  • Diagnoses client problems relying mainly on checklists and training.

  • Assists clients with recovery issues.

  • Escalates problems when necessary.

  • Documents problem status and resolution.

Client Technology Support:

  • Assists in the deployment of new or upgraded images, software and hardware for multiple clients.

  • Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.

  • Follows established procedures for performing configuration changes, updates and upgrades.

  • Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

  • Provides on-going support of client technology.

Technical Support:

  • Provides technical support to meetings that include video conferencing.

  • Monitors and communicates system status to internal management.

  • Diagnoses and resolves client workstation and mobile device hardware and software issues.

  • Assists vendor technical expert to resolve client problems.

Security:

  • Maintains passwords and users credentials to assure systems security and data integrity.

  • Adheres to the integrity of controls, regulations and guidelines.

Inventory Management:

  • Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.

Service Level Management:

  • Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

  • Explains service procedures to clients.

  • Follows up in a timely manner to ensure customer satisfaction.

Service Improvements:

  • Keeps performance metrics.

  • Identifies recurring problems and notifies team members.

Testing:

  • Participates in integration and user acceptance testing.

Training:

  • May train co-workers on new or existing functionality or services.

Documentation:

  • Documents problem status and resolution in tracking log.

  • Documents solutions to common problems and responses to frequently asked questions.

  • Creates and submits documented resolution to Knowledge Base.

Communications/Consulting:

  • Alerts team members about recurring problems.

  • Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.

Business Continuity:

  • Communicate suggestions on backup and recovery procedures.

Research/Evalutions:

  • Gathers data on hardware and software products.

  • Researches trouble issues using multiple sources.

KNOWLEDGE, SKILLS & ABILITIES:

  • Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

  • Demonstrated working knowledge of basic hardware and software products and problem solving / diagnostic skills.

  • Typically has 1 to 3 years of IT work experience in computer systems or support.

  • Willingness and ability to travel domestically and internationally, as necessary.

Instructional Designer

PUPRPOSE OF POSITION:

This position is responsible for designing and developing e-learning modules and classroom training materials. This includes the full cycle of instructional design from needs assessment and analysis, design, programming, modifying, testing and ensuring quality of the technology-based education tools and materials that meets the guidelines and specific needs of the Global Grants community. This position will also recommend appropriate technology-based tools that will meet the learning needs.

KEY RESPONSIBILITIES:

  • Transforms storyboards into effective web-based tutorials.

  • Ensures that the multimedia web-based developed are compatible with client’s learning management systems.

  • Supports the design process by contributing ideas from conception to production of graphics and other design deliverables.

  • Creates concepts, images, layouts and animations for various learning solutions and presentation materials.

  • Performs assigned tasks in accordance with established quality standards and procedures.

KNOWLEDGE, SKILLS & ABILITIES:

  • Bachelor’s degree in Multimedia Arts, Information Technology or anything similar, or equivalent work experience.

  • Must be proficient in using any of the eLearning tools such as Adobe Captivate and Articulate 360 or Elucidat.

  • Must have knowledge in other graphic tools like Adobe Photoshop and Illustrator.

  • Experience in developing web-based courses and e-Learning deployment is an advantage.

  • Ability to translate between business requirements and functional / technical specifications.

  • Has an eye for detail.

  • Is a good team player and can work under minimum supervision.

  • Minimum of 2-3 years work experience in doing web-based tutorials as an eLearning Developer.

  • Has experience working in a multi-cultural environment.

  • Fluent in general and business English language - written and verbal.

Preferred Skills, Knowledge and Experience:

  • Training of Trainers (can be completed as part of onboarding).

  • Gateway to Grants (can be completed as part of onboarding).

  • HEAT Training (can be completed as part of onboarding).

  • Knowledge and experience on video and audio production and editing.

  • Has experience in working with people from different levels and functions in the organization.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 5% (1-2 trips per year) of the time.