Role summary: Under direct supervision, supports CGC's business cycles through implementation and integration of technology, office systems and other supported technologies.
Primary responsibilities/essential functions:
- Installs, configures, troubleshoots, maintains, and supports technology and office systems.
- Works with support peers to build proficiency and knowledge of supported technologies, product streams, and business cycles to ensure current and future client needs are addressed.
- Utilizes knowledge base and identifies inaccurate information to be updated.
- Monitors support queue and helps to perform troubleshooting and resolution from simple to complex issues, ensuring reported incidents are resolved quickly and effectively in accordance with our service targets.
- Documents, within the incident management system, any actions taken, and solutions provided to ensure consistency of experience and troubleshooting techniques.
- Communicates with clients to keep them apprised of the status related to incident and request resolution.
- Conforms to Service Management best practices with regards to Incident, Problem, Knowledge, Change and Release
- Ensures technology and office systems are meeting local business needs and participates in their acquisition and implementation.
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- Develops knowledge of CGC's business cycles and capabilities to support site workflows and technical requirements.
- Researches and pursues relevant training opportunities to ensure a broad awareness of current and emerging technical solutions.
- Performs asset management and lifecycle processes per established guidelines, ensuring timely delivery and installation of approved hardware and software. Sets appropriate expectations for clients regarding the implementation of new hardware and software.
- Partners with Lifecycle Management, Service Operations and Engineering teams to understand equipment and software standards, acquisition processes, and new technologies.
- Helps to complete project tasks and executes test plans assigned by manager and senior members of Support team.
- Communicates project status and new technology information as directed by Support team manager to gain acceptance and buy-in of supported business clients.
- Performs additional responsibilities as assigned.
Core requirements:
- N/A - all role requirements are captured in the sections above.
Working conditions:
- N/A - this role doesn't require any environmental conditions inherent to the job that would be considered outside of a normal office environment.
In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.
You can learn more about our compensation and benefits here.
* Temporary positions in Canada and the United States are excluded from the above mentioned compensation and benefit plans.
We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.