Sr Technology Suppt Technician

Our Digital & Technology team wakes up every day with one goal in mind – to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

Come play a key role in building the future of innovation in Canada, Let’s make your possible.

Do you enjoy working on high-scale, complex, and high visibility projects and programs? If yes, consider the following opportunity:

Rogers is seeking a Senior Technology Support Technician – Executive Support to support IT operations, application and telecommunication systems and services used internally by the Rogers Group of Companies. This is a fulltime position, responsible for the key IT remote and onsite support functions including first and second level troubleshooting as well the development and maintenance of knowledge content and reporting and data analytics activities. This position may involve varied rotational shifts (including evenings and weekends). This position will be based in the Rogers office in downtown Toronto and will report to the Senior Manager Employee Technology Support – Toronto Campus.

RESPONSIBILITIES:

• 
  Act as first point of contact for all Employee Technology Support issues for Rogers executives and their assistants
• Take ownership of support requests from beginning to successful completion.
• Provide high quality employee technology support to the user community in a PC and MAC environment.
• Maintain a high degree of customer service
• Facilitate the maintenance of computer systems, software applications, telephony, mobile devices, and network infrastructure.
• Coordinate and implement hardware upgrades and replacements as required.
• Log all IT support activity in the ServiceNow ticketing system.
• Keep accurate records and inventories of corporate assets (i.e. desktops, laptops, mobile devices, etc.).
• Ensure compliance with, and implementation of Rogers Corporate IT Standards.
• Liaison with Rogers ITS, Hardware / Software vendors, and Rogers Procurement.
• Communicate solutions and ideas with local team and IT staff at other locations.
• Provide reporting in support of the Employee Technology support team and IT Services.
• Participate in call volumes reduction initiatives through the analytics of service calls, system events, and call handling data.
• Cultivate opportunities for self-serve capabilities based on intimate understanding of reported issues
• Ability to work with all level of users
• May be required to work at other locations as directed.
• Participate in rotating after-hours on-call schedule.

EXPERIENCE & EDUCATION:

• Bachelor’s degree or Diploma in business or technology preferred.
• Excellent interpersonal skills including demonstrated customer service and relationship building capabilities.
• Excellent communications skills
• Professional certifications and training including ITIL V3 and Project management are desirable
• Familiarity with Compliance Standards (PCI, SSAE 16)

QUALIFICATIONS:

• 3 Years+ of IT Experience including working in employee technology support
• Must be confident and comfortable supporting senior level executives and their assistants
• Knowledge of Microsoft and Apple desktop operating systems (managing, configuring and trouble shooting)
• Knowledge of desktops (PCs and Macs) (managing, configuring and trouble shooting)
• Knowledge of mobile devices such as phone and tablets (managing, configuring and trouble shooting)
• Experience with IT Service Management Tools such as HP Service Center, ServiceNow, BMC Remedy, CA Service Operations Management
• Experience providing hands-on and remote end user support.
• Working knowledge and experience with documentation, data & reporting tools including Excel, Access
• Minimum MCP certification, MCSA or MCTS preferred.
• ITIL certification is an asset.
• CompTIA A+ certification is an asset.
• Ability to deal with and prioritize multiple tasks in a time-sensitive environment.
• Ability to work independently and to meet defined deadlines with minimum supervision.
• In addition to technical troubleshooting skills the candidate must possess excellent oral / written communication and analytical skills as well as strong organisational abilities
• Network troubleshooting skills are an asset.
• Fluent bilingualism (English / French) both verbally and in written communication is a significant asset

Schedule: Full time

• Our people are at the heart of our success
• Our customers come first. They inspire everything we do
• We do what’s right, each and every day
• We believe in the power of new ideas
• We work as one team, with one vision
• We give back to our communities and protect our environment