Position Overview Senior Technology Support Specialist, Information Technology provides a focal point for frontline technology support—including hands‑on training, troubleshooting, diagnosis and repair—for hardware, software, meeting room and end‑user technology. Acts as an advocate for the end user, combining solid interpersonal skills with an enthusiasm for technology and a passion for delivering an exceptional employee experience. Must be able to self‑manage, balance priorities, calmly handle escalations and effectively manage time while providing coaching to junior team members.ResponsibilitiesDiagnose all user IT issues while providing advice, guidance and tips to deliver swift resolutions to technical problemsTroubleshoot (in person or remotely) and provide assistance where requiredPromote new products and applications, providing guidance to the user communityAssist with Audio/Visual support during meetings, calls and events and provide troubleshooting assistanceSupport printer solutions, tablet and mobile phone support, including mobile applicationsApply knowledge of the Microsoft suite of products, including Office 365, Skype for Business, OneDrive and SharePointEnsure adequate follow‑up communications and timely issue status updates to users and IT managementCreate and update documentation for IT supported services and applicationsProvide regular status reporting on IT issues,



identifying and implementing opportunities to improve the employee experienceProvide hands‑on coaching and guidance to junior technology support analystsQualificationsDemonstrated ability to lead or coach small teams or peersExcellent customer service, time management and interpersonal skills with a demonstrated ability to empathize with usersStrong people skills, analytical and troubleshooting skills with an aptitude for technical problem solvingAbility to express oneself and communicate with others verbally; recognizing that verbalcommunication includes tone, style and structureStrong relationship building with excellent written and verbal skills to communicate technical conceptsAbility to make decisions with a sense of urgency while staying calm and solving technical issuesInformation Technology Infrastructure Library (ITIL) knowledgeAble to work in a demanding and changing environmentMaintain currency of technical skills in line with industry standardsCompetent in operating systems such as Windows, OS X, iOS, Android and Microsoft productivity productsKnowledge of hardware including desktops, laptops, tablets and smartphonesMust understand other IT disciplines, (i.E., Telecom, Video Conferencing, Messaging etc.)3+ years of proven customer service skills in a fast‑paced client/user focused environment3+ years of technical support experiencePost‑secondary educationCompensationThe base salary range for this position is between $52,000 - $78,000 dependent on relevant experience.This role is for an existing opening.CIBC Mellon is committed to taking all reasonable steps to accommodate the needs of all individuals. Should you require any accommodations during the recruitment and selection process, please speak with your Recruitment Consultant.#J-18808-Ljbffr

📌 Senior Technology Support Specialist, Information Technology - $52,000 - $78,000 A Year (London)
🏢 CIBC Mellon
📍 London