IT Product Support Coordinator
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IT Product Support Coordinator
Ref No.: 18-11623
Location: Toronto, Ontario
IT Product Support Coordinator
Toronto, ON
6+ Months Temp to Perm


This position is for a seasoned support staff in Information Technology Product Support, who works independently under moderate supervision for routine situations. This role will provide support to internal users of technology products in support of providing service to internal or external end user clients of technology solutions.

Ability to bring the appropriate level of professionalism to the role to work with colleagues at all levels of the organization | • Outstanding customer service focus

Tier 2 Support Analyst resolves difficult and complex issues that cannot be resolved at Tier 1 level. Acts as expert of specific Client built business applications and supports business colleagues with systems in Canada, US and Global.

General Accountabilities:
•End user production support of the functional issues •User provisioning, outage alerts and user communication •Creating/maintaining support documentation •Executing sanity test on post-implementation product

Specific Accountabilities:
•Acknowledges, updates and resolves incidents in the company's incident management and tracking tool •Investigates and diagnoses incidents •Provides caller an estimated time for resolution within ticket handling SLA timeframes •Monitors assigned incidents and prioritizes accordingly •Reviews all open, in-work, and pending incidents within ticket handling SLAs •Provides incident resolution and recovery •Communicates with caller regarding status of incident •Updates knowledgebase entries; creates and maintains systems Frequently Asked Questions and Answers (FAQ) and procedures to effectively reply to users queries •Determines escalation if unable to resolve •Works closely with Tier 1 team as well as Tier 3 project teams •Identifies misrouted tickets and re-assigns them appropriately; if correct assignment is not known, makes note in the ticket and assigns it to the correct regional/operational service desk for re-assignment

Qualifications/Skills•Outstanding customer service focus •Strong problem solving and analytical skills •Excellent written and verbal communication skills •Good knowledge of software development life cycle •Must be familiar with WEB based apps behavior •Ability to work in a fast-paced, dynamic environment with changing priorities •Previous Tier2 experience preferably in the brokerage industry is an asset •Solid knowledge of Excel an asset EducationCollege diploma in Computer Science/ Customer Support or related area or 2 years of equivalent experience in financial/brokerage industry end user support.