QTG - Service Desk - Junior Service Desk Technician

Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade.

Purpose
A Junior Desktop Services Technician exhibits a passion towards a high level of customer satisfaction in assisting our users with their technical concerns. They are in charge of assisting clients with service and repair issues; responsible for logging their requests and providing first level triage.

Job Summary -As a member of our team you will:
• Resolve user issues remotely and in-office at the Tel Aviv office with a positive manner geared toward staff productivity while abiding by policies and procedures.
• Ensure all Service Requests are logged and resolutions fully documented.
• Perform repairs, upgrades, and other related services for Windows, Mac, and mobile technologies such as iOS and Android.
• Educate staff and leverage our enterprise-wide Knowledge Base.

Job Responsibilities
• Taking Initiative – Do what it takes to make our staff happy and productive with a good understanding of the big picture of our corporate values.
• Customer Service – Listening actively and building a rapport with our users.
• Learning – Absorbing team member experience while expanding on your own technical abilities.
• Team integration – Collaborating with other departments for efficient resolution. Willing to pitch in and help with other projects and initiatives as needed.
• Maintain, analyze, troubleshoot, and repair PC and Mac related hardware and peripherals.
• Install and support enterprise-wide applications such Windows 10 and 11, macOS, Microsoft Office, as well as departmental business applications.
• Maintain accurate PC, Mac, corporate phones, and printer inventory through our asset management software, Device42.
• Provide timely support on the Service Desk via Zoom phone, Google Chat, Slack, and our ticketing queue, Jira Service Management.
• Engage vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Create and maintain documentation on projects and recurring procedures through
• Utilize our Mobile Management, Identity and Access Solutions including Google Workspace, Microsoft Intune, Entra, Workspace One, Active Directory and more
Qualifications
• At least 1 year of job related experience in a modernized IT Helpdesk environment.
• IT Certification such as MS-900 or the Google IT Support Professional Certificate will be a strong asset
• Experience with scripting in Windows PowerShell is an asset.
• Excellent communications skills – fluent in Hebrew and English (oral and written) as you will work with people from around the globe!
• You’re a team player.

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.