Support Analyst
2 days ago
**Primary Locations**:Montreal, Quebec**:
**Attendance**:Hybrid**:
**Employee Status**:Regular**:
**Schedule**:Full-time**:
Reporting to the Director of User Services - Personal Banking and CEC, you will optimize the quality of interventions and support services offered in the IT field by acting as a resource person and technical advisor in your area of expertise.
**Your role**
- Provide remote level 2 technical support to NBC employees for all incidents and standard requests within pre-established timelines
- Answer calls from supported users from the various contact centers to provide level 1 and 2 support
- Collaborate with 3rd level support teams to solve problems with the telephone system of our contact centers
- Answer calls from our external supplier responsible for physical interventions with PCs in order to finalize computer installations
- Remotely guide our external suppliers responsible for the physical support of our IT devices (PCs, printers, etc.) to finalize their interventions
- Remotely install software on supported users’ PCs according to the needs of the business lines
- Follow processes in place to complete requests within pre-set timelines
- Document all incident interventions and solutions in our ticketing system (Remedy)
- Follow up with users and business partners to ensure their needs are met
- Assist with the drafting of documentation regarding systems, processes, and interventions
- Participate in IT projects that require level 2 technical support expertise
- Work collaboratively with other IT teams, internal and external, to deliver quality service to supported users
- Ensure compliance with IT standard policies and procedures.
- Keep abreast of technological developments to follow the evolution of systems, equipment, and software in order to develop skills and knowledge which will increase professional autonomy.
**Your profile**
- Completed three-year college diploma or academic equivalent, related to the industry, and 3 years of relevant experience
- Level 2 support experience for a large network (over 5000 PCs)
- Excellent customer service sense is required
- Very good knowledge of Microsoft Windows, Office
- Experience in supporting a financial institution, an asset
- Experience supporting a contact center, desirable
- Good ability to work in a stressful environment
- Good ability to work in a team
- Good ability to follow established processes
- Knowledge of French (spoken, written), knowledge of English, an asset (You will communicate with English-speaking employees)
- ** Available to work evenings and weekends on occasion**:
- ** Available to be on call 24/7 one to two weeks per month.**
**Your benefits**
Upon hiring, you'll be eligible for a wide range of benefits. In addition to competitive compensation, we offer attractive benefits for you and your family:
- Health and wellness program, including many benefits
- Flexible group insurance
- Pension plan
- Employee Share Ownership Plan
- Employee and Family Assistance Program
- Preferential banking services
- Community involvement program
- Telemedicine
- Virtual sleep clinic.
These are just some of the many benefits we offer.
Being part of the National Bank team means being able to reach your full potential thanks to the many career development opportunities in different sectors, on different projects and with different teams.
Due to the current pandemic, our entire team is currently working remotely.
**People first**
We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have positive impact on people’s lives.
Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that's accessible to all employees.
We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during our initial conversations.
Are you ready to live your ambitions?
LI-RM1
LI-Hybrid
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