Analyst II

2 weeks ago

Old Toronto, Canada FleetCor Technologies, Inc. Full time

Corpay is currently looking to hire the Analyst II within our IT Infrastructure division. This position falls under our Implementations team and is located in Toronto, ON (preferred). As the Analyst II, you will provide advanced system level support of multi-user, technical and financial applications, and expert technical support through direct contact with end users. This includes general support tasks, advanced troubleshooting, systems administration, testing and installation of software and server/network support. The Analyst II will serve as the initial point of contact for all end user technical related issues for internal Corpay associates & provide timely and courteous support to resolve moderate to complex issues with limited guidance or direction.

The Analyst II will also assist with projects working closely with other Analysts (Both in applications and technical services) to document support requirements, develop new scripts and train other End User Support team members.

How We Work

As an Analyst II you will be expected to work in hybrid environment. Corpay will set you up for success by providing:

  • Assigned workspace in Toronto, ON
  • Hands-on training
  • Monthly home internet stipend

Role Responsibilities

The responsibilities of the role will include:

  • Follow agreed procedures, identifies, registers and categorizes incidents and requests
  • Provides advanced technical assistance and maintenance support to end users including, but not limited to, servicing as primary second tier support and first tier support, when assigned
  • Resolve incidents upon first contact where possible
  • Respond to incidents/issues logged by phone, email or portal in timely manner
  • Gathers data and provides basic troubleshooting techniques for all computer software and hardware issue
  • Ability to apply solid analysis skills and present moderate to complex facts to ensure proper problem determination
  • Resolves all moderately complex technical support issues, tracks and documents pertinent information in a timely manner according to standard procedures
  • Accurately capture and documentation of issue or request information in the Corpay IT Service Management Ticketing system
  • Escalates issues within Service Level Agreements, follows up and updates customers on status inquires
  • Manage, meet and maintain service levels and ensure all incidents are dealt with in accordance with the SLA and internal KPIs
  • Partners with IT and business contacts and effectively communicates relevant IT company related matters to ensure rapid resolution
  • Emits a positive, enthusiastic service attitude at all times and understands how to handle difficult situations using proper discretion and respect
  • General understanding of the various lines of business within Corpay, their function and importance to ensure solutions align with business needs
  • Complies with all specified department, unit and IT Service Delivery Best Practices processes, goals and metrics
  • Upholds the Corpay Code of Business Conduct at all times
  • Adhere to Corporate procedures and policies
  • May be required to be the designated “On Call” person to handle problems after normal business hours/and or during weekends utilizing a cell phone as well as schedule change assignments
  • Participates in special projects or performs duties in other areas as requested
  • Create/Amend/Delete user AD & Application accounts according to corporate policy
  • Suggest improvements to the End User Service Delivery process
  • Remote installation of approved software
  • Troubleshoot Microsoft Windows issues
  • Aid in the use of off the shelf and bespoke software
  • Troubleshoot mobile device issues e.g. VPN access, email access on smartphone
  • Provide updates as warranted to Corpay Knowledge Management system
  • Ensure line management are immediately made aware of high priority or high impact issues

Qualifications & Skills

  • Requires a high school diploma plus additional post-secondary college or technical school
  • Preference for previous office and technical experience in a customer support environment
  • Experience working in a role with a multinational focus would be beneficial as would any experience working for an organization that is SOX or other regulatory body compliant
  • Medical, Dental & Vision benefits available the 1 st month after hire
  • Automatic enrollment into our 401k plan (subject to eligibility requirements)
  • Virtual fitness classes offered company-wide
  • Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
  • Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
  • Philanthropic support with both local and national organizations
  • Fun culture with company-wide contests and prizes

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law.If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

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