About Company
RBC (Royal Bank of Canada) is a global financial institution with a purpose-driven, principled approach to delivering leading performance. Our success comes from the 89,000+ employees who leverage their imagination and insights to bring our vision to life – to enhance the well-being of our clients and communities. As one of Canada’s biggest banks, and one of the largest in the world based on market capitalization, we have a diversified business model with a focus on innovation and client-centric solutions. We’re proud to be recognized as a top employer and a leader in corporate social responsibility. At RBC, we believe in the power of technology to drive financial services forward and are committed to creating an inclusive culture where every employee can thrive and contribute to our collective success. Join us and be part of a team that’s building the future of banking.
Job Description
Are you a problem-solver with a passion for technology and a commitment to exceptional service? RBC is seeking a dedicated and technically proficient IT Support Specialist to join our dynamic team. This is a fantastic opportunity for an experienced professional to contribute to a leading global financial institution, working remotely from the comfort of your home in Brookside, Newark. As an RBC IT Support Specialist, you will be the first point of contact for our employees, providing crucial technical assistance and ensuring the smooth operation of our internal systems and applications. Your ability to diagnose, troubleshoot, and resolve issues ranging from hardware and software glitches to network connectivity problems will be paramount. We’re looking for someone who thrives in a fast-paced environment, can manage multiple priorities with a calm demeanor, and possesses excellent communication skills to guide users through technical solutions. You’ll be instrumental in maintaining the productivity of our workforce, contributing directly to RBC’s operational efficiency and client satisfaction. This role is more than just fixing computers; it’s about empowering our employees with the tools and support they need to deliver world-class financial services. If you’re ready to make a significant impact in a remote setting and grow your career with a forward-thinking organization, we encourage you to apply.
Key Responsibilities
- Provide first-line technical support for RBC employees, resolving hardware, software, network, and application issues via phone, email, and chat.
- Diagnose and troubleshoot technical problems efficiently, escalating complex issues to appropriate senior IT teams when necessary.
- Install, configure, and maintain operating systems, applications, and peripheral devices.
- Manage user accounts, permissions, and access rights in various systems.
- Document all support interactions, resolutions, and technical procedures accurately in the IT service management system.
- Contribute to the creation and maintenance of a comprehensive knowledge base for common technical issues.
- Participate in IT projects and initiatives as required, focusing on system upgrades, deployments, and improvements.
- Adhere to all IT security policies, compliance regulations, and service level agreements (SLAs).
- Educate users on best practices for technology usage and security awareness.
- Monitor system performance and proactively identify potential issues to ensure minimal disruption.
Required Skills
- 3+ years of experience in an IT support or help desk role.
- Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office Suite (O365).
- Proficiency in troubleshooting hardware (laptops, desktops, printers) and software issues.
- Familiarity with network fundamentals (TCP/IP, VPN, Wi-Fi).
- Experience with Active Directory for user and group management.
- Excellent verbal and written communication skills.
- Exceptional problem-solving and analytical abilities.
- Ability to work independently and manage time effectively in a remote work environment.
- Customer-focused attitude with a commitment to providing high-quality support.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification.
- CompTIA A+, Network+, or Security+ certification.
- Experience with remote support tools and ticketing systems (e.g., ServiceNow).
- Familiarity with financial industry applications and security protocols.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Retirement savings plan (401k) with company match.
- Generous paid time off and holidays.
- Remote work flexibility with a focus on work-life balance.
- Opportunities for professional development and career growth within a global organization.
- Employee assistance programs.
- Access to RBC's extensive learning and development resources.
- Discounted banking services and employee perks program.
How to Apply
Interested candidates are encouraged to click on the application link below to apply directly through the RBC careers portal. Please ensure your resume and cover letter clearly highlight your relevant experience and why you are a great fit for a remote IT Support role at RBC. We thank all applicants for their interest; however, only those selected for an interview will be contacted.