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Job ID1140
Job TitleJunior Technical Support Specialist
Permanent/Contract Contract
Travel (%)0
Date Posted 10/12/2017
State/Province ON
Job Description A bank in Downtown Toronto is looking for a Junior Technical Support. Working Hours: 8:00 am – 4:30 pm – 7.5 hours/day and can be placed on alternative rotation or day and/or day shifts This group provisions applications for bank systems, estimated 300 applications using ServiceNow Ticketing System to manage requests that support all lines of business within bank. There is no current project as the nature of the role is to provide continuous support. This is a team of 6 consisting of the Reporting Manager, Senior Systems Support Analysts, and Systems Support Analyst. Reason for Hire: To facilitate and maintain security permissions as per bank policies on user accounts and applications via Add, Delete and Changes of user memberships, group memberships and access levels on all supported environments. Provision user access in accordance with bank security standards to internal and external systems used by many business units within Windows, and UNIX environment. Provide Technical Support to supported applications including Windows and Network Information Systems applications. Provide second-level support for various applications. Routing of issues within relevant supported areas CCandidate Value Proposition: This is for a candidate that would want to look for a long-term home within bank and that is looking for an opportunity to grow. This group has seen many contractors convert to FTE but as well has seen contractors extend. This opportunity will provide not only growth but learning opportunities for those who want to take advantage. Typical Day in the Role: Primarily desk work in an open desk work environment with team mates managing requests through ServiceNow, ranging from 5 minutes to 30 minutes depending. Must be able to troubleshoot to resolve requests and be able to escalate issues to reporting manager. Training: Standard onboarding and walk through process on how certain commands within Windows and Unix will be used. The manager does not want to see a “technician background”, people out of school are fine so long as they possess the experience. This candidate should be able to communicate effectively as they will be on the phone with end users and internal clients Summary: The main function of a Systems Support Analyst is to provide technical assistance to computer system users. A typical technical Systems Support Analyst is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location. • Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity • May install software or perform hardware testing remotely • Enter commands and observe system functioning to verify correct operations and detect errors • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support • To facilitate and maintain security permissions as per Bank policies on user accounts and applications via Add, Delete and Changes of user memberships, group memberships and access levels on all supporting environments. The candidate will be knowledgeable in environment(s) they are responsible for. Assist with all access and permission issues that may arise. • Monitor all ticketing queues; provision and troubleshoot of Requests in accordance with the Work Type classification in the Application List Master File. • To provide professional and courteous support to the business community, answering the majority of all issues presented in order to meet the departmental objective for issue resolution. The candidate will use all available resources to ensure a timely first call resolution rate. • To assist in the isolation, investigation and resolution of all applicable applications and account access issues, without exceeding departmental boundaries. The candidate will also provide management with detailed analysis of all presented issues and distribute all changes identified as workarounds or fixes within the group and other technical support groups. • To manage TASKs and Incidents within the ITStore ticketing system within defined SLAs. • Ensure the department's objectives are met by providing guidance to team members, providing input to the department's technical standards, keeping current on rapidly changing technological trends, self-teach new technologies, maintaining an understanding of the division's business and technology strategies • Work with internal development and or infrastructure groups and business units to identify issues and develop solutions accordance with Bank security
Job Requirements Qualifications: • College Degree in computer related field or equivalent training required • 2 - 4 years’ experience required • Verbal and written communication skills, problem solving skills, customer service and interpersonal skills • Basic ability to work independently and manage one’s time • Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software Required Skills: MUST HAVE: 1. Windows Active Directory 2. Excellent time management skills 3. Excellent communication skills both written and verbal as communications will be extended to Managers and Executives, and must provide follow-ups to supported groups 4. Excellent interpersonal skills; must be able to work both independently and within a team environment 4. UNIX/LINUX (nice to have) NICE TO HAVE: 1. ServiceNow Education: College Degree in related field
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