Business Support Coordinator II at THE EMPIRE LIFE INS. CO

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Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

84800.0

Posted On

23 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Client-Server Technologies, Networking, Telecommunications, Telephony, Word Processing, Spreadsheet Software, Email, Database Software, Jira Service Desk, Google Workspace, KACE Systems Management, Power BI, Powershell Scripting, Organizational Skills

Industry

Insurance

Description

BUSINESS SUPPORT COORDINATOR II ( IT SERVICE DESK SPECIALIST) (Location: Hybrid- Toronto) Empire Life is looking to hire a Business Support Coordinator to join our IT Services team! In this vital role, you will be guided by established procedures and work under the moderate supervision of the Manager, Business Support Centre, directly contributing to the smooth and efficient operation of all business units across the company. The total target compensation (TTC) range, including salary and target bonus, is $55,968 - $84,800 This TTC range is applicable to permanent roles only; fixed-term contract and casual roles are not eligible for annual bonus and would receive only the base salary component. Why pursue this opportunity 1. Our mission - Provide expertise and intelligent solutions to help Canadians navigate life with confidence. 2. Play an integral role - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of. 3. Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers. What you’ll be working on * Ensure that established customer service standards are met and/or exceeded * Provide first contact support in the use of standard software for end user reporting and information retrieval * Provide first contact resolution of reported system problems; identify the nature of the problem; assign to the appropriate area or resource for resolution and track progress through to problem resolution; deliver clear explanations and recommendations on performing both simple and complex tasks * Collect, organize and document all problems and solutions in the service desk tracking system * Install, configure, test, maintain, monitor and troubleshoot end-user workstation and related hardware and software issues and deliver optimal desktop service levels * Provide support and technical services for office moves * Collaborate with the administrator of End User Computing on technology roll outs * Identify, communicate, monitor and report on problems; develop, implement, and/or participate in the documentation of the shared knowledge base for future problem resolution; make recommendations for improvements * Facilitate problem escalations by providing thorough identification, tracking, communication, monitoring, resolution and reporting * Collaborate with other team members in response development; provide statistics for management review, business planning and decision making * Implement process changes that maximize efficiency * Develop and deliver training to team members to assist them in understanding and enhancing the use of Empire Life specific technology * Prepare and maintain administration documentation including equipment inventory software licensing and system availability statistics for computer and network equipment WHAT WE’RE LOOKING FOR YOU TO HAVE * 3+ years work experience providing 2nd level technical support * Extensive knowledge of trouble-shooting practices and techniques * Extensive knowledge client-server technologies, networking, telecommunications and telephony * Extensive knowledge of word processing, spreadsheet, email, internet and database computer software * Networking knowledge is an asset * Jira Service Desk administration experience considered an asset * Google workspace and Google Meet Hardware experience considered an asset * Experience with KACE Systems management appliance and scripting methodologies considered an asset * Power BI reporting and Powershell scripting knowledge considered and asset * Ability to organize and balance multiple tasks and projects * May be required to work overtime in order to support service requirements * If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada. Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results. Beyond the salary For permanent full-time positions, Empire Life offers a comprehensive total rewards package that includes: * Competitive salaries with annual pay increases * Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions * Competitive uncapped commission, for sales positions * A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, disability, health and dental and a generous health account * Flexible work arrangements and an annual allotment of personal health days. * Four weeks annual vacation from hire date * A defined contribution pension plan with generous employer matching * Top up programs for parental leave and compassionate leave * Employer-sponsored wellness and recognition programs * A cash employee referral program To learn more about working at Empire Life, visit https://www.empire.ca/workatempire [https://www.empire.ca/workatempire]. GET TO KNOW US Empire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age. Empire Life welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact recruitment@empire.ca [recruitment@empire.ca]

Responsibilities

The Business Support Coordinator II will ensure customer service standards are met, provide first contact support for software issues, and document problems and solutions in the service desk tracking system. Additionally, they will install and troubleshoot end-user workstations and collaborate on technology rollouts.