Senior Technician, IT Support

Fairstone Bank•London, ON

1d•Hybrid

About The Position

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig. Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers. Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada's leading alternative lending bank. Join Fairstone as a Senior Technician, IT Support reporting to the Senior Manager, IT, and be part of our talented and growing team!

Requirements

Minimum of 4 years of Experience
Intermediary level experience in a IT Support

Responsibilities

Maintenance and troubleshooting including desktop support and help desk
Responsible for support, maintenance and some implementations of desktop applications, desktop PC's, laptops & peripherals, dial-in facilities, PC & laptop installations and set up
May provide 24-hour on-call support.
May also be responsible for the creation of and follow up on problem tickets associated with hardware, software, systems and/or other types of issues such as batch related failures
May also be involved in documentation of supported systems and related procedures and may participate in COB technical recovery planning and testing
May also interface with other technology areas to ensure that the support requirements for new/enhanced operating systems and programs are met
Assist internal employees/end users by solving level 2 technical issues submitted to them by end users through tracking tools
Perform software quality tests according to the process and complete disability documentation
Solve application problems and hardware workstations employees
Participate in back-office activities such configuration, installation and moving workstations, printers, telephone and other
Run deployments and patches package on post travails
Such other tasks as are reasonable and agreed upon by the Parties
Responsible for day to day maintenance and resolution of complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes
Responsible for the activities associated with the identification, prioritization, and resolution of reported problems
Responsible for ensuring all phases of support are coordinated, monitored, logged, tracked, and resolved and issues are reported/escalated appropriately
Responsible for maintaining and operating all telecommunications equipment and telecommunication lines for voice and data.
Handles all system-related problems and provides support to users as needed