Endpoint Systems Support Analyst

Requisition ID: 234546

Tangerine is Canadas 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. Its important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

The Information Technology (IT) department manages the technology and computer infrastructure that drives Tangerines business systems.

The IT department supports the organization in these critical areas: End-User Technical Support Desktop Management Network Management Mobile Management Voice and Data Communications Business and Web Applications and Strategic Technical Planning.

The IT Endpoint Systems Support is responsible for the implementation administration and support of Tangerines Endpoint Desktop Laptop Apple Mac VDI Mobile and Executive Support environment. This includes providing second level onsite and remote access support for all Endpoint Desktop Laptop VM and Apple Mac Mobile hardware/software at all Tangerine sites. The Endpoint Systems Support Analyst will assist in analyzing filtering and resolving all incidents/requests that may arise during operating hours related to Desktops Laptops Virtual Machines (VMs) Virtual Desktop Infrastructure (VDI) Mac Mobile network printer support and server applications support. The Endpoint Systems Support Analyst will be involved in compliance related controls software updates monthly security patches audit controls support and maintain Business Continuity Plan (BCP). The Endpoint Systems Support Analyst will combine technical knowledge strong analytical skills and hands-on working experience in the workstation

Is this role right for you

Build and implementation of Windows MAC Mobile Endpoint hardware and perform software installation configuration and maintenance of Tangerine Desktops Laptops VMs VDIs Mobile and network printers which includes any software rollouts upgrades patches and/or service packs

Responsible for Microsoft Windows and Apple Mac Endpoint Image management Build and Deployment using Microsoft Endpoint Configuration Manager and JAMF to all Tangerine End-users

Using ServiceNow software to provide timely responses to queries analysis and resolution of problems and escalation of issues to the appropriate business units and support staff

Monitoring and 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

Monitor and manage all Endpoint vulnerabilities for Client OS Application and Hardware environment by applying critical security and application updates in a timely manner

Setup any new hires; ensure voice/data ports are available and enabled; required Desktops Laptops Mobile VMs and/or VDIs equipment is available and configured

Provide second level support for hardware and software on all Tangerine Desktops Laptops VMs VDIs Mac Mobile and network printer support

Infrastructure support within Microsoft Windows Mac VMware Endpoint environment by Microsoft Endpoint Configuration Manager JAMF and internal developed tools

Responsible for VMWare VDI Endpoint Image management which is used by the entire contact center to support Tangerine customer interactions

Provide Executive Support for Tangerine Senior Executive team

Procurement administration and support of Cellular services mobile devices such as iPhones iPads Androids.

Procurement administration and support of all Windows and Mac Endpoint Applications

Work with the IT teams to coordinate Desktop Application updates and roll-outs using Microsoft Endpoint Configuration Manager/JAMF for different business departments

Identifies trends in specific support areas and work with the stake-holders to address them

Deliver Endpoint technical solutions as per specified plans deliverables costs and timelines

Identify and implement process improvements that will increase productivity and drive consistency in how support provides to End-users

Participate in the evaluation testing recommendation and installation of new hardware and software within the company

Work with outside vendors and suppliers to investigate new technologies and develop cost optimized solutions

Assess vendors and develop test strategies for new hardware and software maintaining compliance where appropriate

Assist with the administration maintenance optimization operating system patch management and technical support of the production and development environments

Maintain accurate desktop hardware and software inventories using the software application utilities provided

Working with other business units perform all internal moves (PC & Voice) for all departments within Tangerine

Assist in the coordination and physical replacement of EOL hardware workstation equipment.

Locate and replace hardware & Software as per Tangerine hardware refresh cycle

Maintain all Application Support documentation and drawings for the various Tangerine sites

Be familiar and follow all Tangerine Security Policies and Baselines

Do you have the skills that will enable you to succeed in this role

Degree/Diploma in Computer Science or related subject

3 years of hands-on experience in workstations help desk and customer support role

Hands-on experience in Endpoint support Role including Microsoft Windows 10 Apple Mac Microsoft Office 2016 Office 365 environment Microsoft Exchange/Outlook/O365 and VDI Desktop Environment

In-depth knowledge of Microsoft Windows OS Microsoft Endpoint Configuration Manager JAMF VMware Microsoft Office environments including administration troubleshooting upgrade patch and fix

Microsoft OS environments including administration virtualization troubleshooting upgrade security patch and fix

MAC OS/iOS support

Hardware knowledge of laptop desktop thin client and printer; iMac and MacBook will be an asset

Excellent knowledge of Windows OS (1011) Microsoft Office (2016 O365) environment and Virtual Desktop Environment (VMs) MAC iOS

Knowledge of Microsoft Endpoint Configuration Manager JAMF Active Directory and Domain environment

Basic knowledge of DNS networking routing VPN firewall and system security

Solid troubleshooting abilities

Demonstrated excellence in troubleshooting process document and follow procedures

Able to share and communicate technical and procedural information among team members

Logical thinker step oriented problem solving

Good verbal and written communications including presentation skills

Detailed-oriented and be able to effectively prioritize his/her efforts follow-up to ensure all aspects of the engagement are addressed and escalate issues appropriately

Proactive and results-oriented with good time management skills and the ability to work well under pressure and focus on multiple projects concurrently

Strong team player who is confident and challenged in a fast-paced environment supporting a wide range of technologies

Whats in it for you

Diversity Equity Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential respected for who they are and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities ethnicity race age ability & veterans.

Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.

Upskilling through online courses cross-functional development opportunities and tuition assistance.

Competitive Rewards program including bonus flexible vacation personal sick days and benefits will start on day one.

Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons contests cooking with friends Humans of Digital and much more!

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.