Technical Support Analyst

2 weeks ago

Toronto, Canada BMO Financial Group Full time

4100 Gordon Baker Road Toronto Ontario,M1W 3E8

**ATM Technical Support Centre - Job Posting**

**Mission**:
To provide first line technical support to our branch staff for the Automated Teller Machines (ATM’s) across Canada (approximately 2200) ensuring availability exceeds 98%.

**Details**:
**Duties**:
Provide phone support for the vendor community IE: NCR, Garda, Chubb

Manage calls with non-technical BMO Branch staff

Monitor for ATM failures and address issues in a timely manner

Identify and solve problems using existing tools

Document all problems and escalate when required

Interface will internal and external support groups

Complete daily statistics reports which aide in proactive monitoring

**Requirements**:
1+ years of experience in a help desk/tech support/CSR role

Comfortable on a computer and able to multitask

Experience with excel and creating reports

Possess analytical skill and is comfortable with technical terminology

Fully bilingual (written and verbal) in French would be a big asset

Excellent communication skill both written and verbal

Previous experience working on ATM would be a nice to have

Analysts must be able to multitask, work in a fast-paced environment, be comfortable working in a team setting as well as be self-reliant.
- Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
- Provides initial triage, investigation and resolution of incidents. This may include automated code to production, automated recovery scripts and runbook execution.
- Deploys automated code to production.
- Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
- Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
- Supports deployment activities, managing implementation issues to resolution.
- Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
- Collaborates and engages with the appropriate areas across the bank.
- Develops or helps to develop the knowledge assets required for the operation.
- Promotes adherence to standards and industry best practices.
- Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
- Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
- Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
- Focus may be on a business/group.
- Thinks creatively and proposes new solutions.
- Exercises judgment to identify, diagnose, and solve problems within given rules.
- Works mostly independently.
- Broader work or accountabilities may be assigned as needed.** Qualifications**:

- Typically 1- 2 years of work experience in IT or business environment and/or B.S./B.A. in computer science, engineering, information systems, math or business.
- Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
- Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
- Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
- Specialized knowledge from education and/or business experience.
- Verbal & written communication skills - In-depth.
- Collaboration & team skills - In-depth.
- Analytical and problem solving skills - In-depth.
- Influence skills - In-depth.

**We’re here to help**

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

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