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IT Support Specialist, Global Techbar

1 month ago

Toronto, Ontario, Canada CPP Investments Full time

Job Summary

CPP Investments is seeking a highly skilled IT Support Specialist to join our Technology Services team. As an IT Support Specialist, you will be responsible for providing technical support to our global team, ensuring the productivity of our colleagues by providing best-in-class computing devices, applications, systems, and service.

Key Responsibilities

  • Provide hands-on technical support, addressing all problems and ensuring delivery of consistent, quality customer service across the whole organization.
  • Build, maintain, and enhance customer relationships to help understand the needs of staff and position both team and departmental response.
  • Manage tasks and resources relating to projects and service support tickets.
  • Deliver clear and concise support documentation, identifying areas of inefficiency, and recommending changes.
  • Critical Thinking: Identify risk and problems and recommend solutions in complex situations.
  • Creativity: Provide ideas and suggestions clearly and concisely.
  • Building Relationships: Build networks with people in your and other business areas and work together to deliver results.
  • Regularly report the ongoing status of projects and activities as assigned.
  • Effectively communicate, manage, and escalate issues.
  • Provide End-user training (virtual and in-person where necessary) to ensure IT processes and expectations are communicated and met.
  • Process user account creation/modifications & terminations for various systems.
  • Build, test, deploy, and recover desktops and laptops and order IT equipment and peripherals.
  • Log service requests, incidents, problems, improvements, and feedback.

Requirements

  • Post-secondary education in Computer Science/Information Technology.
  • Minimum 5 years of experience providing IT support in a corporate environment (preferably within the finance sector).
  • Customer service orientation and interpersonal skills.
  • Ability to interface confidently with executive and internal customers.
  • Strong independent problem-solving and decision-making abilities.
  • Ability to work individually as well as contribute in a global team environment.
  • Proficient with all Windows operating system software and hardware.
  • Strong working knowledge in ServiceNow, Cloud (AWS/Azure), Copilot, Networking, Security practices, and Windows 10/11 environment.
  • ITIL V3/V4 (Either) foundations are mandatory.
  • Nice to have ability to do PowerShell/Python coding.
  • Advanced troubleshooting for all types of technical service requests and issues involving personal computers, network, smartphones/tablets, AV systems, enterprise applications/systems.
  • Form positive working relationships with CPP Investments' team members across the globe.
  • A high degree of empathy and a willingness to bring all CPP Investments' users toward successful adoption of IT-supported programs.
  • A person who can translate technical concepts and terms into everyday language and something simple for people to understand.
  • Flexible to travel between New York City and San Francisco when required.
  • Have a personal interest in technology driving to learn new technologies.
  • Personal behaviors are aligned to the CPP Investments' guiding principles and IT principles.
  • Driven to make a positive difference within the CPP Investments' community.
  • Approach CPP Investments' staff in a friendly manner to build solutions for end-users.
  • Has a passion for customer service and wants to exceed expectations.