Audio/Video Configuration Analyst

We're building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what's right for our clients.
At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
To learn more about CIBC, please visit CIBC.com
What you'll be doing

• You'll be joining CIBC's Technology Services Department. You'll be providing first level support with technology products or applications.

• You'll resolve telephone and video needs through service desk from multiple lines of businesses related to infrastructure or applications; resolve and/or further escalate one or more products or services, while providing on-call support.

• You'll be a key part of an innovative, "first to market" technology culture, contributing to CIBC's digital transformation.

This is a newly-created, hybrid position located in Chicago that requires on-site presence at least two days per week, subject to future change.
How you'll succeed

• Analytical investigation - Demonstrate a high level of understanding of various technologies. Investigate hard to solve problems, make sense of information and provide recommendations for long term solutions with an aim towards increasing client satisfaction. You'll thrive in this environment if you are motivated in your ability to communicate detailed information in a meaningful way.
• Troubleshooting skills - Research, maintain, and recommend updates to written documentation on each escalated incident and/or contact; respond to clients (telephone, email, web); escalate incidents that cannot be resolved to the next level of support as required by documented procedures/policies.
• Relationship building - Engage in outreach activities to show clients you value them and their communities. Grow your network, deepen existing relationships, and collaborate with others to ensure technology is at it's best.

Who you are.

• You have 3-5 years of experience in supporting Audio, Video troubleshooting, providing 1st and 2nd level support.
• You can demonstrate experience in interpreting information received from first level of response when issues are escalated. Identifying gaps in existing problem resolution process to improve operational efficiencies. Determining solutions outside set procedure when a set procedure is not working and providing high-level expertise for extensive troubleshooting.
• You have strong knowledge of first and second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment; experience with Microsoft application software (Word, Excel, Outlook, etc.)
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because it's the right thing to do.
• Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.

California residents - your privacy rights regarding your actual or prospective employment
What CIBC Offers
At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions
What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com
• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

Job Location
IL-70 W Madison St, 8th Fl
Employment Type
Regular
Weekly Hours
40
Skills
Analytical Thinking, Client Requirements, Service Standards, Standards Compliance, Technical Leadership, Telecommunications, Telecommunications Support