(GQK534) - Technical Support Specialist (Office 365 Applications)

(GQK534) - Technical Support Specialist (Office 365 Applications)

10 Nov
Western University

10 Nov

Western University


Classification & Regular Hours

Hours per Week: 35

Salary Grade: 14

About Western

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

About Us

The Department of Western Technology Services (WTS)

is a central source committed to providing high-quality, cost-effective technology solutions and services to the campus community in support of the teaching and research missions of the University. WTS works collaboratively with other IT groups within Western’s faculties and support units to leverage central supported technology solutions and services where it makes sense.

The WTS Services & Application Support Team is responsible for providing a broad range of 1st and 2nd level technical support for all WTS services and applications available to Western faculty, staff and students.


The Technical Support Specialist (Office 365 Applications) is a key member of the Services & Application Support Team who provides support for the Office 365 suite of productivity applications which are a mission-critical part of Western’s central technology services. The incumbent provides escalated technical support and consultation to users of this suite of software. The Specialist fulfills the role of solution specialist in supporting and assisting the Western community in leveraging and using Office 365 applications effectively including providing technical support, documentation and training.



- College Diploma in an Information Technology field or a University Degree with a minor in an Information Technology field

- Office 365/Microsoft 365 certifications is preferred


- 3 years’ experience providing Office 365 applications support in an IT environment

- 3 years’ experience in customer service in an IT environment

- Previous experience with Office 365 application support in an academic IT environment is preferred

Knowledge, Skills & Abilities:

- Knowledge and expertise with key Office 365 applications

- Knowledge of computer system administration, including computer networks, operating systems, and application software

- Ability to work independently and collaboratively in a team environment

- Seeks and shares relevant information, opinions, and judgments

- Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions

- Applies new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors

- Strong presentation skills with demonstrated ability to conduct training sessions and instruct others

- Strong customer service skills to handle inquiries and resolve issues in a professional and timely manner

- Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations

- Ability and willingness to stay abreast of technological developments in all Office 365 applications

- Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities

- Demonstrated oral and written communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management

- Ability to write clear, concise procedural documentation

- Ability to build and maintain lasting relationships with other departments and key business partners

- Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources at [email protected] or phone (phone hidden).

Please Note:

We thank all applicants for their interest; however, only those chosen for an interview will be acknowledged.

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