RQ11331 - Application Support Specialist - Intermediate - 4X

RQ11331 - Application Support Specialist - Intermediate - 4 Openings

Duration: 1 Year (277 Business Days) + Possible Extension

Location: ONSITE at 315 Front Street, 11th Floor, Toronto

NOTE : 4 Opening ( 2 Bilingual candidates and 2 Non Bilingual candidates)

Mandatory In-person Interview No Exception Will be made

Must Have:

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues
• Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
• Demonstrated experience with providing support for a digital system or website
• Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users
• Advanced verbal and written communication skills (in both English and French for Bilingual agents)
• Excellent analytical, problem-solving, and decision-making skills

Nice to Have:

• Experience and understanding of the public sector and government's role in providing services to the public
  
  

Note: This position will require the consultant to work from the office location 5 days per week.

Responsibilities:

• Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software Provides technical support to teams within the organization, and to external clients when required
• Assists with systems integrations Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
• Maintains and updates technical documents and procedures Identifies and resolves technical issues
• Manages coordination at a local and international level where required Delivers regular and customized training to teams within the business
• Prepares maintenance plans and upgrades schedules for the organization's systems
• Develops reports for teams across the business

General Skills:

• Experience providing expertise and technical knowledge about a specified application or suite of applications
• Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
• Experience training end users on a variety of applications and creating documentation when necessary
• Experience responding to end-user requests by troubleshooting issues or questions regarding managed applications
• A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience
• Intimate knowledge of an organization's computing systems
• Ability to explain complex ideas to those with limited IT and systems knowledge
• Exceptional verbal and written communication skills
• Listening ability and patience
• Extraordinary customer service and relationship management experience
• Critical thinking skills

AI Disclaimer: Source Code may use artificial intelligence (AI) tools to assist in certain aspects of its recruiting and business operations.

Note: The higher end of the range is intended for absolutely exceptional candidates who meet all must-have requirements and most or all nice-to-have qualifications. The client will evaluate candidates based on both rate expectations and overall skill set when shortlisting.

INCORPORATED RATE RANGE (7.25 billable hours per day)

• $39.49/hr - $42.31/hr Inc.

T4 RATE RANGE (7.25 billable hours per day)

• $31.59/hr - $33.85/hr T4