Technical Support Specialist

Kelly has partnered with our client in the banking and financial services industry to recruit for a Service Availability Representative in London, Ontario.

Job ID:
56809

Job Title:
Service Availability Reps Unilingual I

Duration:
Dec. 15/25 to Dec. 14/27

Hours:
Rotating Shifts: Changes every 2 weeks 24X7X365, Shift rotation that could include evenings, weekends or overnight

Pay Rate:
Day Shift -$21.50, After 9pm Shift – $22.36, Overnight Shift - $22.94/hour

Locations:
100% ONSITE
- London ON, N6B 3L1

Duration: 2 years

Conversion: Yes

Shift schedule: Rotational shift: Changes every 2 weeks 24X7X365

Need to be able to work all 3 shifts

Business Unit: 4 - Ts ITS Employee Enablement (S_

SUMMARY OF DAY TO DAY RESPONSIBILITIES:

Job Description / Accountabilities:

The primary accountability of this position is to provide first level technical support. Key responsibilities include:

(1) Respond to a variety of inbound colleague calls/emails

(2) Ensure accurate and detailed problem documentation/ticketing

(3) Provide timely escalation and follow-up with support groups and colleagues

(4) Identify and escalate wide-impact or potential wide-impacting outages

(4) Identify trends and opportunities for improvement as well as provide ongoing feedback

(5) Build ongoing support proficiency for other skills and applications

MUST HAVE:

• Above average computing and navigational skills

• Exceptional customer service skills

• A team player who collaborates effectively with peers and other teams but can also work well independently

• Good knowledge of Microsoft O365 (Word, Excel, OneNote and PowerPoint)

• A technical support background or related education – troubleshooting exp

Ability to type at least 30 words per minute

General knowledge and understanding of PC hardware and components.

NICE TO HAVE:

• Experience with ticketing systems is an asset Technical degree and/or IT Certification preferred.

Key Accountabilities

Customer

• Provide courteous, efficient, and professional customer service to ensure inquiries, problems, and issues are resolved promptly under all conditions.
• Perform change activities on time while minimizing risk to the service/business environment.
• Monitor resources to ensure availability of business applications and technology.
• Identify, resolve, or escalate service-delivery issues and complaints.
• Maintain strong knowledge of tools, processes, procedures, and resources for problem determination and recovery.
• Maintain working knowledge of technology components, applications, clients/customers, and business services.
• Prioritize activities based on impact and availability requirements.
• Support seamless integration across activities and processes, recognizing system interdependencies.
• Act as an information resource to colleagues, business partners, and clients.
• Provide timely updates on service issues and follow through on outstanding problems.

Shareholder

• Prepare and maintain accurate reports and documentation.
• Follow established procedures, standards, policies, and guidelines.
• Adhere to the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP).
• Maintain a secure work environment and follow notification and escalation processes.
• Communicate effectively within the team regarding service issues and scheduled changes.
• Recommend improvements or enhancements to departmental processes.
• Comply with enterprise technology delivery practices, standards, and project management disciplines.

Skills

• Strong verbal and written communication skills; problem-solving and customer service abilities; strong interpersonal skills.
• Ability to work independently and manage time effectively.
• Basic understanding of circuit boards, processors, electronic equipment, and computer hardware/software.
• Knowledge of computer software such as configuration management tools, desktop communications software, operating systems, and internet directory services.

Education & Experience

• Associate degree in a computer-related field or equivalent training required.
• 0–2 years of related experience.