IT - Technical Analyst II

Duration: 6 months

Extension and Conversion possible:
Possibility – business needs and performance

Work Location:

% onsite, downtown Toronto

Schedule:

M-F, core business hours - 37.5 hours per week, 7.5 hours per day, 7:30am-6:00pm (the candidate needs to be available to work within these hours, on rotational shifts)

OT:
Yes, dependent on workload/new projects/people on PTO

Rotation:
Yes – candidates need to be able to work flexible schedules based on business forecast requirements (which are subject to change)

Description:

A single point of contact for onsite technical support and general queries (including hardware, software, e-Messaging, mobile devices, education on the bank technology processes) to the Bank's employees in all lines of business.

This business operates % onsite Mon-Fri covering 7:30am-6:00pm (on rotational shifts) in a team-oriented environment of around 30 front line support representatives across multiple locations in Canada and US. Working in collaboration with support teams, the business relies on The Breakroom employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first visit resolution rates.

CANDIDATE PROFILE DETAILS:

Degree/Certifications

Required:

Post secondary, CompTIA A+ certification (asset)

Years of Overall

Experience:

2-4 years of experience

Preferred Candidate Background: technical support background, banking or financial institution is preferred

How will performance be measured: surveys, how long it takes to complete a ticket etc.

Selling Points of Position (CVP): long-term opportunity or possibility of going FTE, good stepping stone into the bank, exposure to multiple lines of business

Job Description / Accountabilities:

The primary accountability of this position is to provide first-level technical support.

Key responsibilities include:

• Provide onsite support to banking employees and contractors for technical issues involving (but not limited to); applications and software as well as the Bank provided devices and hardware.

• Ensure a high level of service delivery in accordance with the banking 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.

MUST-HAVE Hard

Skills:

1.) Strong computing and navigational skills

2.) Exceptional customer service skills

3.) Good knowledge of Microsoft products (Outlook, Word, Excel, One Note and PowerPoint)

4.) Experience with Windows 11, MAC, hardware repair

NICE-TO-HAVE

1.) Experience with ticketing systems is an asset (Service Now)

2.) CompTIA A+ certification

3.) Experience with in Office for Mobile, BYOD