Technical Support Specialist Co-Op

We have a lot to be proud of at Nicola Wealth. Our sophisticated financial planning, our diversified private investment funds and their exceptional performance, our 99% client retention rate and our award-winning culture, combine to position us as a national leader in wealth management. Recognized as a Best Managed Company and one of Canada’s Top Employers, we are dedicated to upholding our firm’s values through this phase of significant growth.

By bringing together smart, dedicated and supportive colleagues from diverse backgrounds, we deliver extraordinary client service in values-driven work environment. The collaboration, creativity and entrepreneurial spirit we were founded on provides the opportunity for you to make a real impact and build a rewarding career. We are passionate about our business, our culture and investing deeply in your growth and development to build for the future. If you have this same drive, then let’s talk!

Position Summary

We are seeking an individual who will be responsible for providing high quality technical support to staff for all their technology needs. You have an overall sense of the business’s needs, apply a broader perspective to your work, and are good at balancing conflicting demands. You are a problem solver with a can-do attitude, driven to find simple solutions to complex problems and are flexible and adaptive to continual change.

With a strong customer-focus, you have strong verbal and written communication skills and the ability to develop and maintain constructive relationships with a diverse range of internal clients. You have proven ability to multi-task and work to deadlines in a high volume, fast-moving team-based environment.

In our collegial, supportive and collaborative workplace, you’ll be surrounded by some amazingly talented people and what you say will genuinely count. Our team of 14 includes 3 in IT Operations and 11 in Enterprise Solutions. We provide you with great tools, opportunities for learning and development, and you’ll be involved in interesting projects. You’ve got an amazing foundation for success. This role is in office based in Toronto.

Length of Term: 4 months (May - August)

Hourly wage: $24/hour

As a Technical Support Specialist Co-op, your key accountabilities will involve:

• Stay abreast of technological advancements and trends.
• Perform daily Tier 2 support, monitoring and administration tasks for the corporate Windows based client devices.
• Work with the senior operations team members to pro-actively maintain and develop the production and test environments, develop new processes and procedures and improve the existing ones in order to increase the general efficiency.
• Setup laptops and peripherals for local and remote locations.
• Provide professional support to all users (including remote/mobile users) for all IT related technical issues including hardware, software (custom and out of box), business applications, printers, smart phones, etc.
• Act as main resource for all client-side related hardware and software installation, configuration, upgrades, maintenance and Tier 2 troubleshooting.
• Provide after-hours Tier 2 support as required.
• Perform routine upgrades and preventative maintenance for various hardware.

Success Factors

• Excellent interpersonal and communication skills (both written and verbal).
• Ability to take direction and accept responsibility.
• Ability to maintain professionalism and collaboration under pressure.
• Willingness to learn new skills.
• Ability to anticipate problems and solve proactively.
• Close attention to detail, observant.
• Strong time management skills, particularly the ability to prioritize a multitude of tasks.
• Ability to focus on complex tasks for long periods of time with competing priorities and deadlines.
• Ability to present well to clients.
• High degree of professionalism and maturity.
• The interest and ability to connect with clients and build a sense of trust.
• Competency in NWM Product and service offerings (within 6 months of obtaining position).
• Competency in NWM planning concepts (within 6 months of obtaining position).
• Ability to work in a dynamic and fast paced, deadline driven environment.
• Competency in Microsoft office computer software and all necessary industry related software.
• Strong analytical and mathematical ability.

As a Technical Support Specialist Co-op, your experience and qualifications will include:

• Must be legally eligible to work in Canada for any employer.
• Cyber Security knowledge.
• Understanding of network protocols used in LAN and WAN environments including remote connectivity.
• Outstanding English communication skills (verbal and written).
• IT helpdesk and/or customer service related experience considered an asset (preferable in medium to large sized environments).
• Superior troubleshooting skills in Windows 10 desktop environments.
• Proficient in MS Office 365.
• Familiar with ticketing systems like ServiceNow, JIRA, SysAid and/or Remedy.
• Knowledge of Active Directory and creation/management of users.
• Able to provide basic desktop and web application troubleshooting (IIS, ASP.NET) relating to OS environment and network issues.
• Work knowledge of SQL, MS Dynamics, PowerBI, and Sharepoint 365.
• College diploma in Information Systems or equivalent experience and or education.

Please include both cover letter and resume in your application. Thank you for your interest in this position. We are an inclusive equal opportunity employer. For more information about this and other roles: nicolawealth.com/careers