Technical Support Agent Jobs

Description

At Neo, we’re disrupting the future of finance. What matters most to us is challenging the status quo and providing a better financial future for all Canadians. We’re working everyday to reinvent the way Canadians spend, save, and grow their money - all together, in one place. We’re creating a seamless digital experience, with the modern day features you’ve come to expect. Our products speak for themselves - the Neo card was voted best cash back card in Canada and the Neo Money account was voted best bank account in Canada.

Backed by world class investors, we’ve raised $299M and are one of a few Canadian tech companies that have reached ‘unicorn’ status - valued over $1B. Check out the full story here.

The role:

We’re looking for an experienced Technical Support Analyst to join Neo’s internal End User Support team. This team will enable everyone at Neo to be able to do their jobs. From the procurement and setup of their laptops, to the creation of their accounts and access to all systems and applications required. The team is also responsible for troubleshooting any system/hardware related issues.

What you’ll be doing:

• Respond to tickets using Jira Service Desk or similar
• Troubleshoot and resolve Windows, MacOS and ChromeOS issues
• Be accountable and reliable on all tasks assigned
• Maintain and configure meeting room equipment and support large events
• Provide front-line IT support for issues related to computer systems, software, access, and hardware
• Identify and implement cost saving and productivity improvement ideas
• Able to prioritize, work fast, and meet deadlines
• Technology hardware inventory management
• Consistently meet or exceed SLAs for response and resolution of end-user issues
• Employee lifecycle - Account creations, system access, etc
• Ensure the highest level of customer service is delivered
• Physically deploy hardware and peripherals (e.g. docking stations, headsets, monitors, etc)
• Support and contribute to internal projects
• Resolving basic network related issues

Who we’re looking for:

• Ability to work with non-technical individuals
• Able to manage sensitive and confidential information
• Outstanding customer service skills
• Willing to take on new challenges
• Able to work independently with great attention to detail
• Excellent communication skills both verbal and written
• Self-motivated and able to take responsibility
• An excellent team-player with a positive attitude
• Ability to work under pressure

What will help you succeed:

• Operating systems:
• Experience leading and working on projects
• Ability to make process improvements and automate where possible
• Previous IT helpdesk experience is desired
• Running cabling
• Team leadership experience is a bonus
• Google Workspace, Atlassian products (Jira), Slack, Amazon Connect, Okta, Zendesk, 1Password, VPN technologies, and general SaaS knowledge
• Troubleshooting wifi
• Computer networking and hardware knowledge
• Applications:
• Identifies innovative solutions receiving minimal guidance
• Creative with troubleshooting techniques
• Installing access points and switches
• Windows desktop (Windows 7, Windows 8.x, 10), Mac OSX and ChromeOS

About applying with us:

At Neo, you’ll be working with industry-leading technology that changes the way we live and redefines Canada’s financial future. It’s a serious deal, and we’re building a high performance, mission-driven, and fast-paced team that strives to make a difference in every Canadian's life. We value personal growth, autonomy, leadership at all levels, and the ability to learn quickly from mistakes. We’re a team: in it together, always. Join a world class team building truly disruptive technology, right here in the Canadian prairies.

Benefits of working at Neo:

Flexible Compensation Scenarios - the ability to choose your base salary and equity combination

Meaningful Equity - employees are owners.When the company succeeds, you do too

Extended Health Benefits - comprehensive health and dental coverage that starts on day one

Wellness Benefits - complimentary access to Headspace and FitOn Pro subscriptions

Paid Maternity & Parental Leave - company top-up and 100% benefits coverage while you’re away

Modern Office Space - our newly renovated headquarters in Calgary and Winnipeg is prime for collaboration and innovation

Learning Events - all-company huddles, product demo days, guest speakers, and more

Neo Financial is an equal opportunity employer. Successful candidates for this position will be required to undergo a security screening, including a criminal records check and may require a credit check.