Technical support

3 weeks ago

Mississauga ON, Canada ProViso Staffing Full time

Job Description/Accountabilities:

• The primary accountability of this position is to provide first level technical support. Key responsibilities include:
o Provide onsite support to bank’s employees and contractors for technical issues involving (but not limited to); applications and software as well as bank provided devices and hardware.
o Ensure a high level of service delivery in accordance with bank’s Framework and policies.
o Educate end users on hardware, software and access request processes.
o Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
o Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops.
o Identify trends and opportunities for improvement as well as provide ongoing feedback.
o Identify and escalate wide-impact or potential wide-impacting 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, OneNote and PowerPoint).
• CompTIA A+ certification.

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, 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 iPad, Tablets, Smartphone, and Android devices

Summary of day-to-day responsibilities:

• Servicing internal clients with IT issues
• Onsite technical support

Must have:

• Windows OS
• Mobile android and IOS
• Hardware troubleshooting and repairs
• Comp TIA A cert

Nice To Have:

• Ticketing experience

Job Details

11987

Contract

2 years

Mississauga

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