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Senior Technical Support Analyst

MCAP Group of Companies

This is a Contract position in Toronto, ON posted August 9, 2022.

Senior Technical Support Analyst MCAP at a Glance Joining MCAP means you will be a part of our diverse workforce of highly talented individuals who are recognized for their expertise and success At MCAP, your professional expertise, commitment to teamwork and passion for service excellence are recognized and rewarded with competitive total rewards offering, a career with continuous learning and development (formal & informal training), and exciting opportunities in a dynamic, entrepreneurial environment.

The Role Reporting to the ITCS Technical Manager, the Senior Technical Support Analyst is responsible for performing support for all MCAP IT Infrastructure systems.

This includes providing Top Quality first line support via: phone/e-mail for all MCAP users.

This responsibility includes monitoring the Help Desk ticketing systems, Triage information from the system and users, completing problem logs, tracking all helpdesk activities and issuing monthly or weekly reporting to the Infrastructure IT Management.

IT Support Analysts are responsible for administrative system duties including vendor, problem and change management, along with server administration.

Handles requests for operations and support of the IT infrastructure: Analyze end user computing requirements and develop proposals for alternate solutions and implementation.

Provides lead direction and follow up to ensure coordination and completion of assigned duties.

Prioritize incidents in order of importance/severity Accountable for contributing to team goals Providing “on-call” support during non-business hours, as required; Assists in identifying trends/gaps in activities Consult, analyze, triage and champion identified Issues ensuring quality and timely resolutions are provided Testing and evaluating new technology Proficient in handling the most complex of technical development concepts., Understands different infrastructure environments and ability to solve problems in design, testing and deployment.

Possesses good knowledge of client/server architectures and various compatibility requirements.

Experience in troubleshooting, processes and ability to understand, maintain and implement client requirements.

Perform and documents all technical troubleshooting and problem resolution procedures within the Incident tracking system Resolves or escalates all requests as well as providing “on-call” support during non-business hours, as required; Consults, coordinates and executes all equipment and software installs, moves, disconnects and upgrades Works with Facilities to schedule move requests made by the business units Plans equipment moves to ensure that all hardware and user requirements are met Creates and executes plans according to schedule and defined processes Installs MCAP certified software Coordinating efforts of external service providers Coordinates and schedules service providers´ resources as needed.

Oversees and signs off on service delivery Performing routine maintenance on all core IT infrastructure to ensure that all systems are available to the users as required Analyzes and identifies which routine tasks need to be performed Plans and schedules Infrastructure changes (Change / Implementation process) Executes maintenance releases during business hours and after Participates in on-call rotation, responding and escalating automated pages with respect to telecommunications, server, storage, branch facilities and partner IT groups What You Bring To The Team Minimum of 8 years within a customer service role 5 years of experience within a Service Desk, Technical Support or similar role 3 years of level 2 Servic e Desk experience Computer literate in the Microsoft Office Suite (Word, Access, InfoPath.

PowerPoint and Excel); Experience administering MS Exchange environments Experience with SCCM 2012 (Software Packaging, Patch Management, OS Deployment); Working knowledge of Citrix XenApp 7.5; Working Knowledge of VMWare and ESX hosts Working knowledge of Windows Server 2003, 2008 and 2012 Basic understanding of networks File and Print Sharing Administration; Familiar, and worked within an ITIL V3 foundations environment.

Working knowledge of Windows XP and Windows 7, 8.1, 10 Experience Deploying VOIP Telephones in Corporate Environment Exceptional oral and written communication skills Excellent organizational and time-management skills Ability to multi-task in a fast paced environment If this sounds like you and you are looking to be a part of one of Canada’s largest independent mortgage finance companies in Canada, then we want to hear from you Be A Part Of Something Great MCAP is Canada’s largest independent Mortgage Finance company with over $140 billion in assets under management providing mortgage solutions for residential and commercial properties.

For over 35 years, MCAP originates, trades, securitizes and services mortgages in offices across Canada.

MCAP originates residential mortgages exclusively through the mortgage broker channel as we believe that a professional mortgage broker is a consumer’s best option and MCAP actively promotes the services of mortgage brokers across the country.

MCAP is also a leader in the Canadian residential construction lending market with over 25 years in the business.

Our teams of dedicated professionals serve a variety of developer, construction and lender clients across Canada.

Position : req1460 Employment Status: Permanent Full Time Location: Toronto; Ontario Number Of Openings: 2 Department: Corporate Services Internal Job Title: Sr.

Technical Support Analyst The above information in this description has been designed to indicate the general nature and level of work performed by employees in the position.

It is not designated to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

MCAP provides equal opportunities for all applicants and is committed to fostering an inclusive, accessible environment, where all employees feel valued, respected and supported throughout the recruitment and employment process.

If you require accommodation, we will work with you to meet your needs.