Description
/ Accountabilities:The primary accountability of this position is to provide first level technical support.
Key responsibilities include:
Provide onsite support to TD employees and contractors for technical issues involving (but not limited to); applications and software as well as TD provided devices and hardware.
Ensure a high level of service delivery in accordance with TD Framework and policies.
Educate end users on hardware, software and access request processes.
Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops.
Identify trends and opportunities for improvement as well as provide ongoing feedback.
Identify and escalate wide-impact or potential wide-impacting issues/outages.
Team members receive in-depth training and shadowing and are measured by in-person evaluation, colleague interaction, first contact resolution, support proficiency and ticketing quality.
Qualifications / Skills /
Experience:
Excellent written and oral communication skills.
Ability to work flexible schedules based on business forecast requirements (which are subject to change).
Above average computing and navigational skills.
Exceptional customer service skills.
Experience with ticketing systems is an asset.
A team player who collaborates effectively with peers and other teams.
Good knowledge of Microsoft 0365 products (Outlook, Word, Excel, One Note and PowerPoint).
CompTIA A+ certification.
Undergraduate degree or Technical Certificate
2-3 years relevant experience
Must be Bilingual in English and French
Technical/Troubleshooting ability:
A technical support background or related education including experience with some or all of the following:
Windows 10, 11, Edge/Chrome/Firefox/Safari, MAC, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, Office for Mobile, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support. Experience with iPhone/iPad, and Android devices.
KEY ACCOUNTABILITIES
CUSTOMER
Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders
Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
Deliver effective and defect-free support (application, hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
Interact with clients to provide quality service/solutions consistent with objectives and client requirements
May support the design, review, and integration of all application requirements, including functional, security, integration, performance, quality, and operations
Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
Participate in projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment
May deploy base infrastructure components such as servers, operating systems and middleware for all environments
May be involved in the deployment of applications, either “off the shelf” or in-house developed, and in the procurement of supported assets
May maintain base infrastructure components current and defect free and liaise with 3rd party vendor to report problems and receive fixes
Provide technical support, including on-call support, for a suite of designated hardware, software or applications to ensure service levels are maintained
Schedule changes to supported components in accordance with the approved change management…
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