Level I Technical Support Rep

BMO Financial Group is a highly diversified North American financial services institution, ranked as one of the largest banks on the continent, serving 11 million customers.

We are deeply committed to a high performance culture - one that values diversity, continuous learning, a strong incentive and reward for service quality, employee commitment, community involvement and shareholder value.

Contributes to achieving the Bank’s objectives in quality customer service, productivity and support by responding to internal and external customer’s verbal and written inquiries.

Job Purpose:
The Systems Support Specialist is responsible for the day to day management and support of the Call Center infrastructure including desktops, phones and related systems.  This person will handle support calls and interact with multiple help desks within and outside the organization.

This position requires response and issue resolution during nights and weekends as necessary to meet business needs. Will be on call 24/7 every three weeks.  Experience with the Internet, Voice Response Systems, Mainframe, Banking, simple database solutions and working on cross-functional teams is strongly preferred

Responsibilities:
•Administer the Track-It system to assign Help Desk tickets to the appropriate person or area
•Facilitate the tracking, escalation, and resolution of desktop, phone and system issues with the appropriate responsible areas
•Communicate status of technical issues with affected users
•Act as liaison between LOBs, technical groups and 3rd party vendors on requirements and defects as necessary
•Conduct departmental relocations including pc moves
•Request password resets for various systems
•Design departmental web pages
•Troubleshoot small Access and SQL databases

Qualifications:
1-3 years previous customer service/sales telephone experience and/or banking experience preferred
College degree or equivalent work experience required
Experience with bank and call center systems preferred


•Strong analytical and problem solving skills
•Detail oriented with the ability to multi-task
•Excellent communication skills – written and oral – to effectively communicate with business partners and developers
•Strong interpersonal and organizational skills
•Self-motivated demonstrating a strong work ethic and ability to work in a team setting
•Working knowledge of Microsoft Office products
•Desktop support, Internet, mainframe and voice response experience
•MS Access and SQL design, web design, server administration and network certifications a plus
•Ability to follow up and follow through

Hours:
M-F 7:30 - 4:30 or 8:00 - 5:00; able to work on call for 1 week per month 24/7.