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Job title: Deskside Technician
Company: Bank of Canada
Job description: As one of Canada’s Top 100 Employers, we offer you a superior work environment that allows you to reach your full potential both professionally and personally. We make career growth and professional development a priority. We are committed to developing inclusive, barrier-free recruitment and selection processes, and a work environment that supports our diverse workforce.
Let our team know if you need accommodation or support during the recruitment process due to a disability or other reason. We can provide support in multiple ways, from using this site and submitting your application, right through to the interview process. If you are the successful candidate, you can also discuss accommodation needs when you receive your offer.
Contact accessiblecareers@bankofcanada.ca to discuss how.
Deskside Technician
Take a central role
The Bank of Canada has a vision to be “a leading central bank-dynamic, engaged and trusted-committed to a better Canada.” No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in a diverse and inclusive organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in an environment where we are reinventing central banking, renewing ways of doing business and reinforcing a culture of innovation.
Find out more about the next steps in our .
What you will do
The Deskside Technician provides second-level Service Desk support to internal Bank clients. This position provides a high level of technical support to ensure the successful delivery of the Bank’s desktop-related solutions. The Deskside Technician also provides a high level of customer satisfaction through the effective delivery of multiple technology-support activities. This position provides technical leadership within the following areas: second-level Service Desk support (hardware and software), network printer configuration and support, telephony support and specialized software tool support.
In addition, your responsibilities will include:
- install, move, set up and provide ongoing support to all staff for desktop and laptop computers, peripherals, printers, office telephones and wireless devices such as BlackBerrys and cellphones
- install and configure software
- provide deskside support for calls that cannot be resolved over the telephone or by remote management
- assist the Service Desk Helpline with vacation and break coverage
- resolve uncommon client issues (second-level issue resolution) in a timely manner and in compliance with information technology (IT) service procedures: diagnose, analyze, resolve and document local and remote-user technical issues and service requests, including complex hardware and software problems associated with desktops, laptops and peripherals
- provide technical problem-solving guidance and advice to users
- provide input in the creation and ongoing maintenance of a knowledge base on technical issues
- provide input into the ongoing amendment of supporting standards, guidelines and documentation
- deliver high-quality customer service to users within service levels
- provide on-the-job training to colleagues and clients
- participate in ongoing initiatives to improve the Service Desk
- support project initiatives related to the Bank’s desktop environment
What you need to succeed
- expert experience in executing incident and problem management
- advanced Microsoft knowledge and experience in desktop and Office tool support
- intermediate knowledge of Unix, Windows and storage solutions
- basic experience in troubleshooting in a Transmission Control Protocol/Internet Protocol (TCP/IP) network environment
Nice-to-have
- ITIL certification
- SCCM certification
Your education and experience
The position requires a college diploma or university degree in a technology-related field, a minimum of four years of relevant IT experience and a minimum of three years of recent experience in second-level IT Service Desk support or an operations environment. An equivalent combination of education and experience may be considered.
What you need to know
- Language requirement: English and French essential (bilingual) with a minimum starting level of functional (level 4) in second official language. Training may be provided to help reach the required level of fully functional (level 5) in second official language.
- Priority will be given to Canadian citizens and permanent residents
- Security level required: Secret
- Relocation assistance may be provided, if required
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
- In response to the COVID-19 pandemic and further to public health guidelines, preventative measures are being taken to ensure health and safety during the recruitment process. All interviews are conducted virtually.
We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.
What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit .
- Salaries are based on qualifications and experience and typically range from $63,500 to $74,600 (job grade 14)
- Depending on performance, you may be eligible for performance pay for successfully meeting (5 to 7% of your base salary) or for exceeding expectations (10% of your base salary). Exceptional performers who far exceed expectations may be eligible for higher performance pay.
- Flexible and comprehensive benefits so you can choose the level of health, dental disability and life and/or accident insurance coverage that meets your needs
- Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
- Indexed, defined-benefit pension
We strive to make our policies, programs and workplace more inclusive, respectful and barrier-free. We encourage applications from women, Indigenous peoples, veterans, persons with disabilities, members of visible minorities and persons of all races, ethnic origins, religions, abilities, sexual orientations, and gender identities and expressions.
Expected salary: $63500 – 74600 per year
Location: Ottawa, ON
Job date: Thu, 11 Mar 2021 02:30:58 GMT
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