Technical Support Specialist 2

Surrey Police Service; Surrey; On-site; CAD 65,000 - 73,000; Full time

Benefits offered by this job

CUPE 402 union

Benefits package

Job summary

Surrey Police Service is seeking a Technical Support Specialist 2 for its Information Management and Technology Division to provide tier 1 & 2 client support. The role involves incident requests, performance issues, and end-user documentation to deliver reliable customer service.

The position is on-site, for up to 12 months, with a 35-hour work week. A diploma in IT and three years of related experience are required, along with security clearance.

Qualifications

• Diploma in IT or related field is required.
• Three years of related IT support experience is required.
• All applicants must obtain and maintain police security clearance.

Responsibilities

• Install, configure, and maintain end-user hardware, software, and services.
• Investigate and resolve routine or complex software and hardware problems on end-user devices.
• Create and maintain reports for technical or management audiences.
• Collaborate with IT resources to resolve problems and support projects.
• Support incident and service request handling with a focus on customer experience.

Skills

Communication

Relationships

Planning

Root cause analysis

Learning new tech

Client advisory

SCCM experience

Education

Diploma in IT or related field

Three years of related experience

Tools

Microsoft System Center Configuration Manager (SCCM)

Job description

Surrey Police Service (SPS) is Surrey’s new municipal police agency. On November 29, 2024, SPS became the police of jurisdiction, and assumed responsibility and command for policing and law enforcement in Surrey. SPS is working to redefine policing with innovative new approaches and community-based solutions. It’s an exciting time as SPS continues to expand our team with talented people who want to help shape the future of policing in Surrey. To date we’ve hired over 550 police officers and over 450 civilian support staff and will grow to be one of the largest independent police services in Canada. Since day one, SPS has been intentional about building a culture that is inclusive, respectful and supportive, with a strong focus on employee wellness and career development.

POSITION OVERVIEW

Surrey Police Service (SPS) has an exciting opportunity for a Technical Support Specialist 2 to join our Information Management and Technology Division, within the Corporate Services Bureau. In this role the successful candidate will provide tier 1 & 2 clients support, such activities include completing incident & service requests, investigating performance issues, and troubleshooting communication problems on end-point devices. As a valued member of the team, the successful candidate will also participate in the development of business rules, procedures, and end-user documentation, enabling us to deliver an outstanding and repeatable customer service experience.

Currently, the position is scheduled to run for up to 12 months (approximately). The duration of the term may be shortened or extended based on operational needs.

Schedule / Hours of Work

This is an on-site position and the anticipated schedule for this position is 35 hours/week. Please note, the hours are subject to change based on operational needs and adherence to the Collective Agreement.

RESPONSIBILITIES

• Installs, configures, documents, and maintains end-user hardware, software, and services.
• Investigates, assesses, mitigates, and resolves routine or complex software, hardware, and communication problems on computers, printers, peripherals, and productivity technologies.
• Isolates and resolves functional and performance issues.
• Assists with designing customer experience focused solutions by defining standards and best practices.
• Creates, updates, and oversees reports for a technical, management stakeholder, or end user audience
• Consults and collaborates with appropriate technical and business resources to resolve problems.
• Interacts with others within IT division, client representatives, customers, vendors, IT partners, and other SPS clients.
• Communicates routine information with external organizations including vendors.
• Estimates work effort and duration for planning or budgeting purposes.
• Prioritizes and schedules work to complete assignments and resolve problems on time.Acts as a resource for project work.
• Performs other related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to communicate effectively both orally and in writing.
• Ability to establish and maintain effective working relationships.
• Ability to plan and organize work to meet deadlines and achieve project objectives.
• Ability to apply a work around, improvise, or conduct a root cause analysis.
• Ability to stay current with industry trends and technologies, an aptitude for learning.
• Ability to advise clients in a professional manner and explains technical info in an understandable way.
• Experience using Microsoft System Center Configuration Manager (SCCM) to perform tasks such as imaging computers, deploying applications, and hardware/software inventory reporting.

QUALIFICATIONS

• Diploma in IT or related field.
• Three years of related experience.
• An acceptable equivalent combination of education and experience.
• All applicants must obtain and maintain the required police security clearance throughout their employment with SPS.

BENEFITS & COMPENSATION

Surrey Police Service offers a comprehensive benefits package, including extended health and dental coverage, a defined benefit pension through the Municipal Pension Plan (after 12 months), generous vacation entitlements, and ongoing professional development. Employees also benefit from short-term disability coverage, travel and life insurance, discounted access to City of Surrey recreation facilities, and a dedicated Employee Services team providing personal and family support. With a strong focus on well-being, career growth, and work-life balance, SPS is committed to fostering a supportive and rewarding workplace. Note – The aforementioned benefits only apply to eligible temporary full-time (greater than six months) positions within SPS.

• This is a unionized position, represented by CUPE 402.
• The compensation range is $46.89/hour - $53.04/hour (pay grade 25) based on 2026 rates.

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Thank you for your interest in working with SPS. We pride ourselves on hiring members that model the mission, vision, and values of SPS through unquestioned integrity and sustaining a visible, credible, inclusive, and respected profile.