End User Services Engineer Locations: 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 tickets Provide 1st /2nd level Support on IT requests/incidents User Account provisioning & access management Communicate to users relating to IT Incidents/Outages and changes Conduct reviews relating to applications/systems access CAPEX and OPEX processing Backup monitoring and systems management/maintenance Maintain and produce system documentation Deploy and distribute software/platform enhancements Support telecom/audio/visual infrastructure and services Distribute and deploy system enhancements and updates Coordinate and conduct regular attestation reviews as per global policies and procedures Adhere 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 minimum Experience in communicating with users via multiple support channels Ability to prioritize tasks and objectives with minimal supervision Ability to work in a team and be a team player in a fast-paced environment Nice-to-have ITIL Foundation Certificate / University Degree. 2 years' experience working in Financial Services environment Windows Client: imaging, troubleshooting, and management. Active Directory Remote Desktop: Citrix - ADC, CWA, EPA, and Director. VPN, MFA. Collaboration Tools: WebEx, MS Teams, and Zoom, Cisco Room Kit Microsoft Endpoint Configuration Manager: Software Distribution, endpoint management, patching, and compliance Mobile device support: iPhone, iPad, Samsung, Mobile Device Management services IT service management: ServiceNow, Change-Problem-Incident Management. End User Devices: Lenovo desktops/laptops. Device lifecycle management What'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 compensation Leaders who support your development through coaching and managing opportunities Opportunities to work with the best in the field Ability to make a difference and lasting impact Work in a dynamic, collaborative, progressive, and high-performing team A world-class training program in financial services Flexible 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 Us Royal 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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