Systems Support Specialist

Systems Support Specialist

As a Systems Support Specialist, you won't just be "keeping the lights on"—you'll be at the heart of ensuring our people and technology run seamlessly every single day. This is more than a support role; it's a chance to be the go-to problem solver, trusted advisor, and technology champion for a dynamic, fast-paced environment.

Here's what makes this opportunity stand out:

• Impact That Matters – Your expertise will directly empower colleagues across the organization, ensuring smooth operations and enabling the business to thrive. Every ticket solved, every system optimized, and every end-user supported makes a visible difference.
• Continuous Learning – You'll work with modern technologies, sharpen your troubleshooting skills, and gain exposure across different systems. With every challenge, you'll build deeper technical knowledge and develop expertise that sets you apart.
• Collaboration & Recognition – This role puts you at the center of collaboration with IT teams and business partners. Your problem-solving skills and customer-first approach won't just be appreciated—they'll be celebrated.
• A Culture That Values You – We're not just about fixing issues—we're about empowering people with technology. You'll be part of a team that values curiosity, innovation, and continuous improvement, where your voice matters, and your contributions drive success.
• Strong Internal Mobility and Long-term Career Growth

If you thrive on solving complex challenges, love helping people, and want to grow in a supportive yet high-impact environment, this is the role for you.

Join us, and let's power the future of technology—together.

***This is a hybrid role***

Key Skills and Responsibilities:

• 5+ years experience supporting the configuration, and maintenance of IT systems, including desktops, laptops, printers, and other peripherals.
• 2+ years experience maintaining detailed records of support activities, issue resolution processes, and system configurations
• 5+ years experience demonstrating the ability to diagnose and resolve complex technical issues using various troubleshooting techniques.
• 2+ years of experience deploying provisioned applications for both new installations and repair/replacements for end users.
• Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
• Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
• Collaborates and engages with the appropriate areas across the bank.
• Develops or helps to develop the knowledge assets required for the operation.
• Works independently and regularly handles non-routine situations.
• Ability to clearly and concisely communicate technical information to both technical and non-technical users
• To provide excellent customer service and support, ensuring user satisfaction
• Ability to prioritize tasks and manage multiple issues simultaneously
• Communicate effectively with end users, including following-up via various technology methods and being prompt for scheduled sessions with end users
• Strong ability to work with end users and provide appropriate level of technical explanations to technical and non-technical resources
• The ability to ask questions or provide feedback to the internal team when a new solution is required. The ability to retain new learnings for future use.

Software:

• Service Now
• RDP
• Azure
• Intune
• SCCM
• Microsoft Teams
• Microsoft Windows Operating Systems
• Microsoft Active Directory

Hardware:

• PC Laptops/Desktops
• Branch Peripherals
• MFD

Processes:

• BMO SOP
• Knowledge Base Articles
• Security Compliance
• KPIs

Additional Information:

Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Deploys provisioned applications for both new installations and repair/replacements for end users.

Provides technical expertise and oversight for production environments, understanding the full process requirements (compliance, equipment, regulatory) in order to best understand and resolve production issues.

Works with development teams to build solutions that use enterprise monitoring/logging, are "self-healing", and require minimal to zero maintenance.

Possesses strong technical and/or business functional knowledge of systems, timing and dependencies.

Breaks down strategic problems, and analyses data and information to provide insights and recommendations.

Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.

Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.

Collaborates and engages with the appropriate areas across the bank.

Develops or helps to develop the knowledge assets required for the operation.

Manages complexity across business value, technology and interaction models.

Recommends and implements solutions based on analysis of issues and implications for the business.

Identifies emerging issues and trends to inform decision-making.

Conducts independent analysis and assessment to resolve strategic issues.

Establishes deep relationships at all levels within IT and business units, to effectively collaborate in business strategy.

Monitors and tracks performance, and addresses any issues.

Participates in both internal and external regulatory inspections.

Works with other operations personnel to develop and implement the counter-measures necessary to improve production and equipment reliability as well as the compliance posture of the team.

Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.

Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.

Supports deployment activities, managing implementation issues to resolution.

Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.

Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.

Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available.

Collaborates and engages with the appropriate areas across the bank.

Promotes adherence to standards and industry best practices.

Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.

Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.

Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.

Provides specialized consulting, analytical and technical support.

Exercises judgment to identify, diagnose, and solve problems within given rules.

Works independently and regularly handles non-routine situations.

Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically, 4-7 years of work experience in IT or business environment and/or BS/BA or MBA/MS in computer science, engineering, information systems, math or business.
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
• Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
• Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
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