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End User Services, Analyst

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical virtuosos, and high-performance application developers? We want to hear from you.

The Infrastructure Operations team is behind some of Canada’s most-used payments platforms, including Interac e-Transfer. We design for 99.999% availability, ensuring Canadians can rely on Interac solutions whenever and wherever they want. Using best of breed industry strategies and predictive systems management platforms, we effectively support and monitor active, high availability infrastructure across multi regions and datacenters. We also use AIOps, combining big data and machine learning to automate IT operations processes, including event correlation, anomaly detection and causality determination to make sure you always have control over your money.

You'll be responsible for:

• Customer service and communicating in an open, helpful, and engaging tone with a focus on finding the right solution
• Providing first level support and troubleshooting based on calls and tickets generated by internal staff
• Courteously obtaining and conveying concise problem information for external & internal service personnel
• Providing accurate & timely logging of problems & resolution for requests in Service Now
• Diagnosing and resolving technical hardware & software issues
• Advising users on appropriate use of corporate systems/devices
• Setting up new hardware (desktop, laptops, mobile devices, etc.)
• Working with fellow department members and staff to improve computing support delivered to internal staff
• Reviewing and updating Service Desk documentation, as needed
• Reviewing and recommending modifications to procedures
• Learning technology quickly and taking on new challenges & responsibilities

You bring:

• Bachelor’s degree or diploma in Computer Science education with a focus in Information Technology/Systems and have 3-4 years’ experience in a similar role
• Strong understanding of Microsoft Active Directory
• Experience with a wide range of mobile devices (iOS, Android)
• Previous experience with Windows desktop technologies and MacOS
• Strong troubleshooting experience with Office 365 applications including Exchange, SharePoint, Teams, and OneDrive
• A strong understanding of the Office 365 Admin Portal and performing user administrative tasks
• An understanding of networking technologies
• A demonstrated ability to achieve successful outcomes when handling difficult situations & customers
• A demonstrated ability to manage multiple priorities & follow through on projects to completion
• Ability to stay organized and deal with information coming from different sources at once
• A positive attitude with ability to thrive under pressure
• Eligibility to work for Interac Corp. in Canada in a full-time capacity

Interac requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Canadian criminal record check
• Public safety verification
• Canadian ID cross-check
• 5-year employment verification
• Education verification
• If applicable, Credit Inquiry and Social Media Check

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

• Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.
• Core Values: They define us. Living them helps us be the best at what we do.
• Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.
• Education: To ensure you are the best at what you do we invest in you.

Please be aware of certain individuals fraudulently using Interac Corp.’s name and logo to offer fictitious employment opportunities. Interac Corp. will never ask, solicit, nor accept any monies in exchange for employment opportunities. Any such offers of employment are fraudulent and invalid, and you are strongly advised to exercise great caution and disregard such offers and invitations.

Please note that under no circumstances shall Interac Corp. be held liable or responsible for any claims, losses, damages, expenses, or other inconveniences resulting from or in any way connected to the actions of individuals performing such fraud. Further, such fraudulent communication shall not be treated as any kind of offer or representation by Interac Corp. or its subsidiaries and affiliates.