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Job Summary
Job Description
WHAT IS THE OPPORTUNITY?
The End User Services team is expanding its role inproviding quality support services to the highest-level Executives and VIPs in a fast-paced financial company. The Executive Services Support role will occasionally require travel for the purpose of supporting customers in varying locations, including corporate offices, residential offices, and remote offices. The role is also responsible for timely triaging of impactful outages, and proactive communications with the customers on changes to their environments.
WHAT WILL YOU DO?
Deliver high-quality technical support to C-Suite executives, Business Management, and other firm VIPs in a courteous, professional, and empathic manner.
Field phone calls and emails from customers, leveraging ServiceNow to track and manage all issues, requests, and inquiries.
Troubleshoot and resolve reported firm-related issues, including but not limited to Windows 10, Microsoft Office and other productivity applications, printing, networking, telephony, and videoconference
Collaborate and contribute on cross-functional enterprise initiatives and manage the effective implementation of assigned deliverables.
Troubleshoot and resolve reported personal technology issues, including but not limited to computers, laptops, mobile phones, etc., family/home technology (home network, family entertainment and AV)
Understand and evaluate end-users needs and develop creative technical solutions to meet them, while keeping in line with firm policies and procedures
WHAT DO YOU NEED TO SUCCEED?
Must have:
Undergraduate degree coupled with 5 to 7 years of experience in end user support and 3 years of executive and or VIP support
Strong analytical and problem-solving skills are a must as well as the ability to work well independently.
Comprehensive knowledge of Windows-based desktops and the key Firm applications (i.e. Microsoft Office Suite, Adobe Reader, Internet browsers, Bloomberg, etc.)
A strong understanding of technology and/or financial services industry.
Knowledge of Active Directory, Exchange, Citrix, Okta SSO, RSA MFA, ServiceNow, remote assist tools, and application delivery systems.
Nice-to-have:
Ability to facilitate between and influence key decision makers
Strategic thinker with excellent interpersonal skills to work across functions and businesses
RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.
What's in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact.
Work in a dynamic, collaborative, progressive, and high-performing team
Flexible work/life balance options
Opportunities to do challenging work.
Opportunities to take on progressively greater accountabilities.
Access to a variety of job opportunities across business
The good-faith expected salary range for the above position is $80,000 - $135,000 depending on factors including but not limited to the candidate's experience, skills, registration status; market conditions; and business needs.This salary range does not include other elements of total compensation, including a discretionary bonus and benefits such as a 401(k) program with company-matching contributions; health, dental, vision, life, and disability insurance; and paid time-off plan.
RBC's compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting, engaging, and retaining talent that:
Drives RBC's high-performance culture.
Enables collective achievement of our strategic goals.
Generates sustainable shareholder returns and above market shareholder value.
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Job Skills
Critical Thinking, Customer Support Systems, Group Problem Solving, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Technical TroubleshootingAdditional Job Details
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Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors.