Senior Technical Analyst
Senior Technical Analyst
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Job Description
Job Summary
Job Description
Client accountabilities:
- Provide second or third level support for the mobility infrastructure
- Analyze and troubleshoot medium to high complexity mobile issues on Android and Apple devices
- Strong proficiency with both Android and iOS operating systems
- Experience in troubleshooting and support of Mac OS
- Collaborate and contribute on initiatives to enhance overall Mobile support operations
- Establish strong working relationships with internal support partners to proactively identify and act on incident trends / emerging issues
- Initiate knowledge articles (KBs) for trending incidents
- Work closely with Product and Operation team members to resolve technical issues improve current products and develop new ones.
- Collaborate with Operations to follow-up with vendors on open tickets/problems submitted enhancement requests and planned activities
- Prioritize regularly to effectively and efficiently respond to business and operations needs
- An exceptional communicator able to articulate technical issues in plain language
- A problem solver with initiative to develop a plan take ownership and deliver solutions
- Not afraid to challenge the status quo and share new ideas/solutions with the team
- 2 yrs of recent experience with Mobile Device Management systems troubleshooting and support of mobile devices
- Experience with or a desire to learn development and automation
- Overtime as required
- 24/7 On-Call support rotation (potential)
Experience:
- Strong MDM (Mobile Device Management) experience. E.g. MaaS360 AirWatch Intune
- Knowledge and support experience with mobile operating systems iOS and Android
- Knowledge and support experience with Mac OS
- Strong verbal and written communication skills
- Strong problem solving decision making research and analytical skills
- Enthusiasm an aptitude for learning and the willingness to make a difference
- Ability to work well within and across teams
- Ability to identify and discuss technical issues
- Ability to take personal initiative (i.e. determining and launching new ideas and approaches)
- Technical writing and system documentation
- Sound knowledge of RBC IT internal and ITSM processes
Job Skills
Analytical Thinking Apple Macintosh Customer Service Enterprise Mobility Management (EMM) Group Problem Solving Mac OS Support Mobile Device Management (MDM) Mobile Operating Systems Mobile Support Mobile Telephones Personal Initiative Teamwork TroubleshootingAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Inclusion and Equal Opportunity Employment
At RBC we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best effectively collaborate drive innovation and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect belonging and opportunity for all.
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Required Experience:
Senior IC
Employment Type
Full-Time
