Job Description

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That\xe2\x80\x99s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

Our aspires to be a leader in applying technology to power business strategies. We connect concepts with solutions to create value and efficiencies for our clients, employees, and communities. Our success is driven by our skilled and diverse team who are passionate about excellence, innovation, and agility. The Technical Support team monitors and responds to problem tickets created by first level Help Desk support. These tickets include hardware and software problems reported by a large group of users across multiple geographic locations. The Technical Support Analyst uses problem determination tools and techniques to resolve incidents of small to medium complexity, documents solutions, and may also participate in installations and project work. The Technical Support Analyst is the second of four progressive levels in Technical Support, based on increased complexity of investigation, project work, research, and documentation on new resolutions, along with accompanying required experience.

Technologies you have experience with:

You have experience using and troubleshooting Windows 10, as well as preferably experience using and troubleshooting OSX/macOS

You have experience writing basic scripts in Powershell to help automate routine/repetitive tasks

You have prior experience using remote-connectivity tools to provide end-user support.

Experience with Windows 10, Active Directory, MS Office 365, MS SharePoint, Service Now, SCOM, SCCM, SCEP is an asset

Knowledge of ITIL, Kepner Tregoe and/or KCS is an asset

How you will create impact:

Proactively monitor server and workstation alerts and reference established documentation to resolve the issue.

Respond to second level (i.e. Tier 2) problem tickets that have been escalated by the first level Help Desk or other areas.

Diagnose, analyze and resolve problems and issues of small to medium complexity for desktop, mobile, network and/or server environment by referencing existing documentation or knowledge gained from previous work experience.

Escalate more complex issues to more senior Technical Support staff.

Provide advice to end users on technical matters.

Create and maintain knowledge articles for new and existing known errors utilizing standard enterprise tools and processes.

Create documentation and training material to train others on new solutions.

May provide remote or on-site implementation support with hardware and/or software installation, including unattended software releases, individual orders, new LAN attached devices, and/or new office openings/moves.

How you will succeed:

You influence change and are committed to continuous improvement, in order to exceed client expectations.

You leverage critical thinking skills to identify problems and proactively propose solutions.

Your strong communication skills allow you to clearly convey messages.

You\xe2\x80\x99re an effective team player who shares knowledge to support your peers.

To join our team:

Some post-secondary or industry equivalent technical training, or equivalent combination of education and experience.

2-3 years work technical support experience in a large professional organization with 2,000+ staff.

Solid knowledge of hardware and software in a multi-platform environment (i.e. servers, desktops, laptops, printers).

Bilingualism in French and English is an asset.

What you need to know:

Detail oriented work that requires a high degree of mental concentration for extended periods of time.

Rotational shifts outside of standard business hours.

You are required to work on a rotational on-call schedule.

You will be subject to a background check as a condition of employment, in the event you are the successful candidate.

Successful applicants will be required to travel to the Guelph office for training.

What\'s in it for you?

Training and development opportunities to grow your career.

Flexible work options to support personal and family needs.

A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.

Volunteer opportunities to give back to your community.

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The Co-operators