End User Services EngineerLocations: Sydney, New South Wales, Australia
Time Type: Full time
Posted on: Posted Yesterday
Job Requisition ID: R-0000099783
Job Summary As a member of the End User Services team, you will provide support to business users in Sydney, Melbourne, and Tokyo. From the Sydney office, you will deliver a robust, stable, and highly available environment to the Capital Markets businesses to enable business productivity, growth, and reduce risk.
What is the opportunity? As a member of the End User Services team, you will provide support to business users in Sydney, Melbourne, and Tokyo. From the Sydney office, you will deliver a robust, stable, and highly available environment to the Capital Markets businesses to enable business productivity, growth, and reduce risk.
What will you do? Manage and resolve requests/support ticketsProvide 1st /2nd level Support on IT requests/incidentsUser Account provisioning & access managementCommunicate to users relating to IT Incidents/Outages and changesConduct reviews relating to applications/systems accessCAPEX and OPEX processingBackup monitoring and systems management/maintenanceMaintain and produce system documentationDeploy and distribute software/platform enhancementsSupport telecom/audio/visual infrastructure and servicesDistribute and deploy system enhancements and updatesCoordinate and conduct regular attestation reviews as per global policies and proceduresAdhere to standards, policies, and best practices e.g., change management, incident management, cable management, information security.What do you need to succeed? Must-have Strong communication and written skills in English. Knowledge of Japanese is an asset.5 years' end user services experience working directly with end users as a minimumExperience in communicating with users via multiple support channelsAbility to prioritize tasks and objectives with minimal supervisionAbility to work in a team and be a team player in a fast-paced environmentNice-to-have ITIL Foundation Certificate / University Degree. 2 years' experience working in Financial Services environmentWindows Client: imaging, troubleshooting, and management. Active DirectoryRemote Desktop: Citrix - ADC, CWA, EPA, and Director. VPN, MFA.Collaboration Tools: WebEx, MS Teams, and Zoom, Cisco Room KitMicrosoft Endpoint Configuration Manager: Software Distribution, endpoint management, patching, and complianceMobile device support: iPhone, iPad, Samsung, Mobile Device Management servicesIT service management: ServiceNow, Change-Problem-Incident Management.End User Devices: Lenovo desktops/laptops. Device lifecycle managementWhat's in it for you? We thrive on the challenge to be our best - progressive thinking to keep growing and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
A comprehensive Total Rewards Program including bonuses, flexible benefits, and competitive compensationLeaders who support your development through coaching and managing opportunitiesOpportunities to work with the best in the fieldAbility to make a difference and lasting impactWork in a dynamic, collaborative, progressive, and high-performing teamA world-class training program in financial servicesFlexible working options fully supported.RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, colour, religion, sexual orientation, gender identity, age, disability, or any other legally protected factors.
Job Skills Adaptability, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Hardware Infrastructure, Information Technology Trends, Operational Delivery, Systems Software
Additional Job Details Address: 25 Martin Place, Sydney
City: Sydney
Country: Australia
Work hours/week: 38
Employment Type: Full time
Platform: Technology and Operations
Job Type: Regular
Pay Type: Salaried
Posted Date: 2024-09-13
Application Deadline: 2024-10-14
Inclusion and Equal Opportunity Employment At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients, and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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About UsRoyal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 84,000+ employees who bring our vision, values, and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank, and one of the largest in the world based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to more than 16 million clients in Canada, the U.S., and 34 other countries. Learn more at rbc.com.
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