Endpoint Systems Support Analyst

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.

The team:

The Information Technology (IT) department manages the technology and computer infrastructure that drives Tangerine’s 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 role:

The IT Endpoint Systems Support is responsible for the implementation, administration and support of Tangerine’s 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 environment and help to maintaining a highly secure, reliable, optimized and well managed IT operating environment.

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 Endusers.
• 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 stakeholders 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.
• Hardware knowledge of laptop, desktop, thin client and printer; iMac and MacBook will be an asset.
• Excellent knowledge of Windows OS (10,11), 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.

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. 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.

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.