About the role

Providing senior technical support for internal and external users at a wealth management organization. Responsible for troubleshooting, training, and maintaining software and hardware systems.

Responsibilities

Responds in a timely manner to incoming support requests via phone, email and ServiceDesk
Triages incoming support requests, is an escalation point for the team and ensures that issues outside of this team are routed to the appropriate technical group
Provides support to internal and external end users on a variety of technical issues including executives
Tracks and monitors technical issues, coordinates, and works with internal IT staff and external service providers to ensure resolution to agreed service levels
Identify, recommend, develop, and implement end user training programs and documentation to increase computer literacy and self-sufficiency
Installs and configures end user computing equipment
Supports, monitors, tests, and troubleshoots hardware and software problems
Leads software deployments using enterprise management tools
Ensures the high availability of trading applications
Supports and maintains user accounts, including Active Directory and various other systems
Build and deploy new release software packages via SCCM or Desktop Central to ensure security vulnerabilities are minimized
Contribute to knowledge base articles and SOP updates
Identify recurring issues, suggest automation opportunities and recommend process improvements

Completion of a post-secondary certificate or diploma in IT or equivalent experience
Minimum 6 years’ experience providing technical support in an enterprise environment using ITIL best practices
Experience in Level II support and working with executives
Hands-on experience using enterprise ITSM tools such as Manage Engine Service Desk, Service Now etc.
Experience mentoring and training team members
Thorough knowledge of current business hardware and software technologies
Proficient in all versions of Microsoft desktop operating systems
Excellent troubleshooting skills in an enterprise computing environment
Highly self-motivated and results oriented
Outgoing and dynamics with the ability to quickly establish rapport with others across all levels of the organization
Excellent customer service skills and has a sense of pride in establishing and maintaining client relations and resolving crisis situations quickly
Fluent communication skills in English are required and bilingual skills in French are an asset
Available 24/7 On-Call support on a rotation basis
Available to work during Business hours of 8 am ET to 8 pm ET Mondays to Fridays
Available to work Onsite in one of our corporate offices on a rotation basis

Competitive compensation package that rewards and recognizes individual contributions
Excellent health, dental and insurance benefits to meet the diverse needs of our employees
Generous vacation time, fitness benefit, parental leave top-up options
Matching contributions to our retirement program
Commitment to the continuous improvement of our staff through learning & development and an education assistance program
Regular social events to foster teamwork