Endpoint Systems Support Analyst - Tangerine

 
Requisition ID: #
Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.
As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.
Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!
The team:
Tangerine’s Global Technology & Enterprise Platforms (GTEP)’s Endpoint Systems Support team is responsible for the implementation, administration and 2nd Level onsite and remote access support of Tangerine’s Endpoint Desktops, Laptops, Apple Mac, Virtual Desktop Infrastructure (VDI), Mobile hardware/software & Executive Support environments at all Tangerine sites.
The role:
Reporting to the Manager, Endpoint Systems Support, you will assist in analyzing, filtering, and resolving all incidents/requests that may arise during operating hours related to Desktops, Laptops, Virtual Machines (VMs), VDI, Mac, Mobile, network printer support & server applications support.
You will be involved in compliance related controls, software updates, monthly security patches, audit controls, support & maintain Business Continuity Plan (BCP). You will also combine technical knowledge, strong analytical skills and hands-on working experience in the workstation environment and help to maintaining a highly secure, reliable, optimized and well managed IT operating environment.
Members of our Level 2 support team is expected to work ONSITE at our office location. In this role, you may provide rotational 24x7 on-call support. When required, you may have extended working hours into the evenings or weekends.
Is this role right for you?
-You are eager to build & implement Windows, Mac, Mobile Endpoint hardware and perform software installation, configuration & maintenance of Tangerine Desktops, Laptops, VMs, VDIs, Mobile and network printers, which includes any software rollouts, upgrades, patches and/or service packs.
-You excel at providing 2nd level support & set up new hires.
-You are adept with VDI Image Management; Build & Deployment using VMWare Horizon; and HP Device Manager to all Tangerine end-users.
-You are proficient in the use of ServiceNow, or similar IT Service Management (ITSM) software to provide timely responses to queries, analysis and resolution of problems, and escalation of issues to the appropriate business units and support staff.
-You take pride in
monitoring & assessing business needs against Endpoint security concerns and work with the Cyber Security team to manage the overall security of the Endpoint application and infrastructure.
-You are also keen in
monitoring & managing all Endpoint vulnerabilities for Client OS, Application and Hardware environments by applying critical security & application updates in a timely manner.
-You want to be a part of the success in identifying & implementing process improvements that will increase productivity and drive consistency in how support provides to End-users.
-You are great at maintaining accurate desktop hardware & software inventories using the software tool(s) provided.
-You can assist in the coordination & physical replacement of End of Life (EOL) hardware workstation equipment.
 
Do you have the skills that will enable you to succeed in this role?
-You possess good communication (verbal/written/presentation) skills to convey technical information to both technical and non-technical audiences. Furthermore, you also have good interpersonal skills to build relationships with internal and external business partners and vendors.
-You have at least 3+ years of hands-on technical working experience in a Level 2 IT help desk and/or technical customer support role
& can demonstrate solid skills with the troubleshooting process, documentation and following procedures.
-You have at least 3+ years of hands-on technical working experience with Endpoint support of MS Windows 10 & Office 365 (O365) environments.
-You have at least 2+ years of hands-on technical working experience with Endpoint support of VDI desktop environments.
-You have at least 3+ years of hands-on technical working experience with Endpoint support of laptops, desktops, thin clients, and network printers.
-You have at least 3+ years of hands-on technical working experience with Endpoint support of Apple products (e.g., MacBook, iMac, iOS). An asset to have experience in the use of Jamf for enterprise-level Mobile Device Management.
-You can demonstrate in-depth technical working knowledge & experience on the administration, troubleshooting, upgrading & applying patches/fixes to Windows OS 10 and/or 11.
-You can demonstrate in-depth technical working knowledge on the use of MS Endpoint Configuration Manager to perform the administration, troubleshooting, upgrading & applying patches/fixes of Endpoint hardware/software.
-You can demonstrate in-depth technical working knowledge on the use of VMware Horizon and/or HP Device Manager for VDI image management, build & deployment.
-You possess excellent critical thinking skills and the ability to troubleshoot technical issues.
-You can adapt to working in a fast-paced, collaborative team environment.
-You must have attention to detail and a commitment to delivering high-quality results.
-You can effectively prioritize your efforts & follow up to ensure all aspects of the engagement are addressed and/or escalated appropriately.
-Completion of a post-secondary education in Computer Science, Engineering or in a related technology-based stream.
 
What's in it for you?
-You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
-You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
-You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits
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-You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
-You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.
 
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Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)
Location(s):  Canada : Ontario : Toronto
At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.