WHAT IS THE OPPORTUNITY? 
Join this highly motivated and highly technical support team where you will find yourself expanding your IT knowledge of various technologies. The Messaging Sharing Discovery Support team is responsible for the resolution of incidents coming into our bin as we are a level 2 support team. MSDS works closely with TSS Level 1 as incidents are forwarded to us by them and in turn MSDS escalates if required to DSS and DEV teams such as SharePoint, Office, RightFax, Email Infrastructure, Enterprise Archiving Infrastructure. The rare opportunity to work with more than just one application is available for the person that joins our team. The chance to enhance your overall knowledge and exposure to so many applications is right here. Furthermore, you will be able to work on improving existing and or create new processes that are used by MSDS and our support/dev partners

WHAT WILL YOU DO? 

•    Monitoring and categorizing incoming calls, analyzing frequently asked questions and defining procedures
•    Working with callers and other help desk specialists to resolve normal and unusual information system problems
•    Evaluating the efficiency of new tools and utilities, used for help desk services
•    Participating in the analysis of client-identified issues or problems which may require changes to procedures, standards or systems
•    Continuously identify potential issues, conflicts, and risks.  Analyze, mitigate and escalate where appropriate
•    Collaborate and contribute to cross-functional enterprise initiatives and manage the effective implementation of assigned deliverables.
•    Establish strong working relationships across business units and platforms to build influence and impact with key business partners. Collaborate with groups to define and achieve deliverables and ensure initiatives are effectively integrated into RBC procedures and processes.
•    Contribute to ongoing administrative program activities as required.

WHAT DO YOU NEED TO SUCCEED?
Must have:
•    Knowledge of incident management
•    Microsoft Office 2013/2016, Microsoft 365 Apps
•    SharePoint 2013/2019/Online
•    Knowledge of Electronic Faxing Products such as Rightfax
•    Knowledge Based Articles exposure

Nice-to-have:
•    Technical Certification in an IT area
•    Lean Six Sigma methodology understanding
•    Agile methodology understanding

WHAT'S INIT FOR YOU?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
•    A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
•    Leaders who support your development through coaching and managing opportunities
•    Ability to make a difference and lasting impact
•    Work in a dynamic, collaborative, progressive, and high-performing team
•    A world-class training program in financial services
•    Flexible work/life balance options
•    Opportunities to do challenging work

#LI-Post

Job Skills

Information Technology (IT), Microsoft SharePoint, OpenText RightFax, Problem Solving, Production Support, Technical Knowledge, Technical Support

Additional Job Details

RBC CENTRE, 155 WELLINGTON ST W:TORONTOTorontoCanada37.5Full timeTECHNOLOGY AND OPERATIONSRegularSalaried2026-05-142026-05-21

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.