Company Information:
CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.
We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.
We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.
Position Overview:
The Senior Technology Support Specialist, Information Technology provides a focal point for frontline technology support, including hands on training, troubleshooting, diagnosis and repair, for hardware, software, meeting room and end user technology. Acts as an advocate for the end user, combining strong interpersonal skills with an enthusiasm for technology and a passion for delivering an exceptional employee experience. Must be able to be self-manage, balance priorities, calmly handle escalations and effectively manage time while providing coaching to junior team members.
Responsibilities:
- Diagnose all user IT issues while providing advice, guidance and tips to deliver swift resolutions to technical problems
- Troubleshoot (in person or remotely) and provide assistance where required
- Promote new products and applications, providing guidance to the user community
- Assist with Audio/Visual support during meetings, calls and events and provide troubleshooting assistance
- Support printer solutions, tablet and mobile phone support, including mobile applications
- Knowledge of the Microsoft suite of products, including Office365, Skype for Business, OneDrive and SharePoint
- Ensure adequate follow up communications and timely issue status updates to users and IT management
- Create and update documentation for IT supported services and applications
- Provides regular status reporting on IT issues, identifying and implementing opportunities to improve the employee experience
- Provides hands on coaching and guidance to junior technology support analysts
Qualifications:
- Demonstrated ability to lead or coach small teams or peers
- Excellent customer service, time management and interpersonal skills with a demonstrated ability to empathize with users
- Strong people skills, analytical and trouble shooting skills with an aptitude for technical problem solving
- Ability to express oneself and communicate with others verbally; recognizing that verbal communication includes tone, style and structure
- Strong relationship building with excellent written and verbal skills to communicate technical concepts
- Ability to make decisions with a sense of urgency while staying calm and solving technical issues
- Information Technology Infrastructure Library (ITIL) knowledgeable
- Able to work in a demanding and changing environment
- Maintain currency of technical skills in line with industry standards
- Competent in operating systems such as Windows, OSx, iOS, Android and Microsoft productivity products
- Knowledge of hardware including desktops, laptops, tablets and smart phones
- Must understand other IT disciplines, (i.e., Telecom, Video Conferencing, Messaging etc.)
- 3+ years of proven Customer Service skills in a fast-paced client/user focused environment
- 3+ years of technical support experience
- Post-secondary education
CIBC Mellon's Values:
Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better
