Job Summary
In the role of Technical Support Officer at RBC, you will provide the highest possible level of service to our business clients and branches/stores as it relates to Point of Sale (POS) devices and Technical Deskside Support. You will also provide end-user technology support for electronic banking, infrastructure support, and hardware management in a timely and effective manner. The incumbent must actively collaborate with merchants, vendors, business partners, and other stakeholders to ensure Point of Sale (POS) is maintained and fully functional to achieve stipulated uptime. Through specific direction from the Electronic Support Officer and Merchant Sales Team, you will ensure the deployment of new or additional terminals as well as the collection of same.
What will you do?
- Responsible for investigating and resolving all Point of Sale (POS) technical issues ensuring maximum uptime, excellent customer service, and client satisfaction within established SLA
- Ensure that all requests meet the SLA for POS device deployment and collection as well as related supplies assigned to the Bank’s Point of Sale merchants within established SLA
- Assist in the management and maintenance of the POS inventory databases as well as the availability of POS spares, by providing timely and accurate updates, which includes devices rollout to production, sent for repairs, returned and verified post repairs and marked for disposal
- Ensure the POS devices (spares) being rolled out are technically sound and in keeping with our standards, escalating all instances where devices are beyond repair and can be marked for disposal
- Ensure ATMs are security compliant – continue regular maintenance routines, and respond to reported issues immediately, providing timely updates
- Manage end-user hardware, deploying new PCs, managing updates, and tracking assets
- Manage deployment of new desktop/peripheral equipment (e.g. printers, telephony, smartphones)
- Complete queries in a timely and professional manner as per the department's SLA
- Ensure that all technical support and maintenance are performed according to documented policies and procedures
What do you need to succeed?
Must-have
- Diploma in Computer Science/Information Technology or IT or equivalent combination of experience and training
- At least 3 years Information Technology experience
- At least three (3) years of broad working experience in the Banking/Financial Environment
- A fully functional vehicle as this job is a field position.
- Familiarity with ATM Technical Support
Nice-to-have
- Strong working knowledge of Point of Sale terminals, configuration, and function.
- Familiarity with Castle and VeriFone POS devices.
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. World-class training programs and career development opportunities. The advantage of working with a dynamic, collaborative, and high-performing team where initiative and hard work are recognized and rewarded. Innovative mobile technology to ensure your success.
