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Support Analyst IV (Technical Support)

Raymond James Financial, Inc.

This is a Full-time position in Boston, MA posted April 8, 2021.

**Description****About Raymond James:**Founded in 1962, Raymond James Financial, Inc.

is a Fortune 500 diversified holding company providing financial services to individuals, corporations and municipalities through its subsidiary companies engaged primarily in investment and financial planning, in addition to capital markets and asset management.

Headquartered in Florida, Raymond James Financial has approximately 8,000 financial advisors in 3,000 locations throughout the United States, Canada and overseas.

With over 130 consecutive quarters of growth and Service 1st culture, Raymond James Financial aims to be the premier alternative to Wall Street.**Job Summary:**The Raymond James Technology organization is seeking a Support Analyst IV (Technical Support) to work out of its Boston office.

This role will be supporting our Global Equities & Investment Banking group.

In this role, you will resolve complex support problems and escalated issues.

The role involves identifying trends and interfacing with associates and vendors to resolve hardware or software issues.

You may lead large, complex and/or cross-functional projects with significant scope and impact on business initiatives.**Essential Duties and Responsibilities:*** Install, troubleshoot and solve complex escalated problems on a wide variety of commercial and proprietary software via telephone and on-site support.* Troubleshoot and solve complex escalated problems with network connectivity involving local and wide area networks.* Assist in the creation, testing, and installation of corporate standard images.* Use software to remote control end user computers to resolve problems.* Monitor the call tracking system for new problem reports and change requests in addition to troubleshooting and resolving requests within required time limits.* Provide detailed documentation in the call tracking system.* Stay abreast of, and comply with, company and department policies and procedures.

May recommend changes to organizational policies and procedures.* Identify, research, and resolve system data integrity issues/anomalies and report them to appropriate software development area.* Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.* Document product problems and their resolutions in a solutions database for future analyst reference.* Maintain department websites.* Trains, coaches and mentors others.* Create, maintain, and train on support documentation.* Prepare written and oral presentations on software, product enhancements, and assigned projects.* Stay abreast of technology developments, identify potential impact to the existing technology environment, and disseminate information to appropriate entities.* Monitor ongoing support incidents to ensure that other analysts follow documented troubleshooting procedures.* Attend conferences and home office training events as assigned.* Perform other duties and responsibilities as assigned.**Qualifications****Knowledge, Skills, and Abilities:*** Bachelor’s Degree in Computer Science, MIS or related field with a minimum of four (4) years of experience in a help desk or other technical support environment (OR) an equivalent combination of education, training and/or experience as approved by Human Resources.**Advanced Knowledge of:*** Concepts, practices, and procedures used in supporting computer hardware and software.* Computer hardware and software, peripheral equipment and diagnostic methods, techniques and procedures.* Procedures used in operating computers and peripheral equipment.* Hardware and software troubleshooting.* Software installation and removal.* Computer maintenance and antivirus removal.* System functions and physical components.* Operating systems, resources and services.* Computer Backup and restoration procedures.* Data networks and protocols.* Networking, mainframes, standard operating systems and personal computer applications.* Creating installation packages and scripting to automate tasks.* Financial industry concepts and security products.**Skill in:*** Operating personal computers, peripheral equipment, telecommunication devices, and other standard office equipment.* Using operating system administration and diagnostic tools to troubleshoot and resolve technical problems.* Using software to remote control end-user computers.* Using spy ware removal applications to eradicate spy ware and malware.* Diagnosing and solving computer hardware, software, peripheral equipment, data communications and network problems.* Project management tools.* Reviewing research data and preparing technical documentation and reports.**Ability to:*** Establish and maintain effective working relationships.* Report to multiple people within the Information Technology organization.* Handle stressful situations and provide a high level of customer service in a calm and professional manner.* Apply critical thinking to quickly ascertain true nature of problems and clearly communicate resolutions in a non-technical manner.* Work well and support others in a team approach to problem solving as well as work independently when required.* Communicate effectively, both orally and in writing, with all organizational levels.* Manage multiple tasks with changing priorities to meet deadlines in a fast-paced environment with constant interruptions.**Licenses/Certifications:*** None required.**Job:** Technology**Primary Location:** US-MA-Boston-Boston**Organization** Technology**Schedule** Full-time**Job Shift** Day Job**Travel** Yes, 15 % of the Time**Req ID:** 2100158