Desktop Support

Branch Support Specialist – Level 1

Location: Montreal QC H3C 3S4 Canada

Duration: 12+ Months

Job Description:

A “Branch Support Specialist” is responsible for providing technical support for hardware and

software issues and requests to End Users at branch locations. The Branch Support Specialist

possesses a diverse skill set that includes providing frontline hardware and software technical

support, local project coordination and delivery, escalation support for major Incidents, and

collaborating cross-functionally with Network Services and Escalation teams to resolve complex

issues locally.

Branch Support Specialists can be on-site dedicated to a branch location or dispatched to a branch

location based on expertise and proximity to the site needing support.

Required Qualifications:

· On-site Branch Support Specialists in Metro Campuses will be required to support all

· buildings within a Metro Campus.

· Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education

· Due to role being client facing, role requires professional behavior, good English communication, interpersonal and customer care skills.

· Ability to work under pressure and on tight time scales.

· Experience using helpdesk ticketing application.

· Technical grasp of a wide range of applications including in-house and 3rd party applications.

· Preferred financial/banking support experience.

· Technical escalation for Level 1&2.

· Manage root cause analysis, ownership and escalation of complex problems and issues and escalations.

· Ability to work with senior engineering towers.

Responsibilities:

· Troubleshoot, repair, and maintain software applications

· Software installation

· Experience supporting mobile phones/tablets/laptops

· Escalation from helpdesk for application support including in-house, 3rd party applications and market data applications

· Provide support for operating system drivers, software and firmware.

· Ensure policies and procedures are followed, communicated, and adhered to.

· Interacting with other support groups (local and global) within the firm across multiple platforms

· Recording and/or manage all Incidents and Requests in ticket tracking system.

· Participating in required training programs and adhere to OI''''s with acknowledgement.

· Be proactively responsive to multiple mediums of communication platforms such as email and MS Teams

· Image/re-image computers, configure IP, phones and mobile phones

· Hardware inventory management ensuring stock levels are constantly monitored

· Hardware request and receipt through internal ordering system

· Manage/oversee housekeeping on IT rooms

· Manage client expectations

· Comm Room patching

· Evaluate user requests and requirements and recommend effective technological solutions

· Work across lines of service to ensure a coordinated approach to providing support for the customer

· Actively participate in program of continuous service improvement taking ownership of actions that deliver results.

· Manage/oversee hardware decommissioning events

· Ensure that policies/guidelines related to Overtime and Expenses are adhered to as well as all local guidelines for cost control

Minimum years of experience: 5+ years