Embark on a career where innovation meets support, assisting customers with the highest quality standards and satisfaction.

As a Technology Support Sr Specialist Branch Help Desk in Corporate Technology Employee Platforms team, you will be a crucial team member that uses leading best practices to provide first-line support and guidance on day-to-day technology activities. Your role involves troubleshooting hardware, software, and technology issues within the organization. You will maintain high levels of customer satisfaction with a focus on executing with efficiency and strive for continuous improvement in service delivery.

Job responsibilities

• Provide second level support for hardware, software, and technology issues and address and resolve challenges efficiently while adhering to established processes and procedures
• Assist in the timely delivery of technology support services to our retail bankers, coordinate resources and activities to ensure high-quality standards and customer satisfaction
• Contribute to optimal system functionality by applying emerging knowledge of hardware components, peripherals, devices, and network expertise
• Use problem-solving techniques, diagnostic tools, and best practices to Identify and resolve technical issues

Required qualifications, capabilities, and skills

• 6+ months of experience in providing first-contact solutions and end user support to triage and resolve issues in real-time including support for hardware, software, and networks
• Experience with live chat, incident/service request management, and run books for system issue resolution
• Baseline knowledge of operational management and excellence
• Proven ability to balance tasks while documenting outcomes

Preferred qualifications, capabilities, and skills

• Familiarity with troubleshooting techniques for resolving technical issues in hardware, software, and technology systems
• Ability to document issues, procedures, and root cause
• Familiarity of the ServiceNow ticketing system

Responsibilities