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Job Description
APPLICATION DEADLINE: MARCH 29, 2024
THIS ROLE IS ON CONTRACT FOR 1 YEAR WORKING 3 DAYS PER WEEK
What is the opportunity?
In the role of Contract - Technical Support Officerr you will provide the highest possible level of service to our business clients and branches/stores as it relates to Point of Sale (POS) devices. The incumbent must actively collaborate with merchants, vendors, business partners and other stakeholders to ensure Point of Sale (POS) is maintained and fully functional to achieve stipulated uptime. Through specific direction from the Electronic Support Officer and Merchant Sales Team, you will ensure the deployment of new or additional terminals as well as the collection of same.
What will you do?
- Responsible for investigating and resolving all Point of Sale (POS) technical issues ensuring maximum uptime, excellent Customer service and client satisfaction within established SLA for both on-call and business as usual (BAU) work hours.
- Ensure that all requests meet the SLA for POS device deployment and collection as well as related supplies assigned to the Bank’s Point of Sale merchants within established SLA
- Ensures the timely updating and closure of assigned tickets on the ServiceNow platform, to facilitate statistical and report generation for the purpose of analyzing and tracking work volume and SLA fulfillment
- Assist in the management and maintenance of the POS inventory databases as well as the availability of POS spares, by providing timely and accurate updates, which includes devices rollout to production, sent for repairs, returned and verified post repairs and marked for disposal
- Ensure the POS devices (spares) being rolled out are technically sound and in keeping with our standards, escalating all instances where devices are beyond repair and can be marked for disposal
What do you need to succeed?
Must-have
- Diploma in Computer Science or IT or equivalent combination of experience and training
- At least 5 years Information Technology experience
- At least three (3) years broad working experience in the Banking Environment
- A fully functional vehicle as this job is a field position
Nice-to-have
- Strong working knowledge of Point of Sale terminal and ATM
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.
- World-class training programs and career development opportunities
- The advantage of working with a dynamic, collaborative, and high performing team where initiative and hard work are recognized and rewarded
- Innovative mobile technology to ensure your success
Job Skills
Critical Thinking, Customer Service Management, Group Problem Solving, Help Desk Support, Installation Support, IT Standards, Requirements Analysis, Technical Troubleshooting, Time ManagementAdditional 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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