Technical support – Hardware/Software

3 weeks ago

Old Toronto, 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.
• A single point of contact for onsite technical support and general queries (including password, hardware, software, e-Messaging, Mobile devices) to client’s employees in all lines of business.
• This business operates Mon-Fri from 7:30am-6:00pm in a team-oriented environment of around 20 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.

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

11988

Contract

2 years

Toronto

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