Technical Service Analyst - Contract

Royal Bank of Canada

What is the opportunity?

Your primary focus area for this position is computer hardware (WBT, PC, laptop, mobile and all associated peripherals), telephony hardware and services (PBX, Call Centre, Call Recording, Call Logging, Videoconference, Dealers, mobile devices and associated peripherals), and software issues, up to a moderate level of complexity.  You will provide support for various facilities related services to include Room Booking Systems, Door Access Control, CCTV, RBCTV

You will provide support via telephone, written correspondence, electronic media and floor walks for more complex technical issues and diagnose problems through discussion with users, up to a moderate level of complexity.  Your work will be focused on proprietary products that are designed specifically for designated Business Lines, enterprise wide projects, researching new technologies as well as support of legacy infrastructure.

What will you do?

  • Troubleshoot end user support requests pertaining to the installation and support of hardware and software. The end result should be full resolution of the issue or escalation to higher-level resource
  • Acknowledge lower-level troubleshooting steps and be able to add a higher degree of understanding and potential solutions and a full and lasting solution should be the outcome
  • Support the successful delivery of DSS projects and initiatives
  • Conduct scheduled service checks reporting any discrepancies and initiating/implementing resolution processes
  • Perform routine workstation and server related maintenance and upgrade tasks

What do you need to succeed?

Must-have

  • Must have written and oral communication skills in English language to at least ‘A’ Level standard or equivalent
  • Experience in a customer service related position
  • Hands On Experience of providing hardware or software installation and break/fix solutions

 

Nice-to-have

  • Degree or equivalent
  • Experience of working within a Call Centre, Help or Service Desk environment
  • Comp TIA A+ certification – demonstrates basic hardware knowledge
  • MCP certification (focus on Windows 7 and 10) – this gives increased knowledge of infrastructure
  • Knowledge of HPSM9 – this is our primary ticketing system
  • DNS/DHCP – needed to troubleshoot connectivity issues on computers/network
  • Cisco certification (voice and/or data) to increase infrastructure knowledge
  • ITIL Foundation

 

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

  • Opportunities to build close relationships with colleagues
  • Work in a dynamic, collaborative, progressive, and high-performing team
  • Ownership and accountability of your work  
  • Open to considering flexible work/life balance options

 

Learn more about RBC Tech Jobs

 

About RBC
Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com.

 

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.

 

Inclusion and Equal Opportunity Employment
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.

 

JOB SUMMARY
City:  St Helier
Address:  Broad Street
Work Hours/Week:  36.25
Work Environment:  Office
Employment Type:  Contract
Career Level:  Experienced Hire/Professional
Pay Type:  Salaried
Required Travel(%):  0-25
Exempt/Non-Exempt:  N/A
People Manager:  No
Application Deadline:  2018-05-22
Req ID:  163954

Posting Notes:  [[mfield1]]

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Confirmed 10 hours ago. Posted 30+ days ago.

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