Hybrid IT Support Specialist presso Monex Canada

IT Support Specialist | Toronto

Monex is a leading global financial solutions provider, offering a complete set of tools to support business growth and strategic financial operations.

Monex Canada is a rapidly expanding premier financial services firm specializing in foreign exchange and international payment solutions. We are dedicated to empowering Canadian businesses by offering competitive exchange rates, strategic risk management, and personalized service.

Our team is committed to excellence, leveraging deep market insights and innovative technology to help our clients navigate the complexities of the global FX market.

Key Responsibilities & Accountabilities:

• Respond to user requests via phone, email, chat, or in person.
• Diagnose and resolve technical hardware and software issues.
• Set up and configure new devices, user accounts, and access permissions.
• Maintain and update technical documentation and inventory.
• Escalate complex problems to higher-level support or IT teams.
• Ensure system security and data integrity through routine updates and backups.

Personal Attributes

• Integrity; demonstrating honesty and trustworthiness in your everyday actions and interactions by ‘doing the right thing’ and speaking up when you have a concern;
• Collaborative; work together with colleagues, understanding their perspectives and objectives to achieve the best long-term results for the Company
• Client focused; a strong contributor to the overall success of the business who ensures that all aspects of their work help the company achieve excellent long term client satisfaction;

Key Performance Indicators

• First Call Resolution Rate (FCR):
• Definition: Percentage of issues resolved on the first interaction.
• Target: 70-90% FCR
• Average Resolution Time:
• Definition: Average time taken to resolve support tickets
• Target: 1 business day for low/medium priority tickets
• Response Time:
• Definition: Average time to respond to a new support ticket
• Target: Within 1 hour for high-priority issues