Endpoint Systems Support Analyst

Tangerine; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading digital bank is seeking an Endpoint Systems Support Analyst in Toronto. This role requires expertise in supporting desktop and mobile environments, including Windows and Macs. The ideal candidate will have strong troubleshooting skills and a degree in Computer Science. A commitment to customer service and teamwork is essential in this inclusive work environment.

Benefits

Flexible vacation

Tuition assistance

Community engagement programs

Qualifications

• 3+ years of hands-on experience in workstation, help desk, and customer support.
• Hands-on experience in Endpoint support including Windows 10 and Mac.
• Knowledge of Active Directory and DNS/networking basics.

Responsibilities

• Build and implement Windows and Mac hardware, performing installation and maintenance.
• Monitor and manage Endpoint vulnerabilities for client OS and applications.
• Provide second level hardware/software support for Tangerine Endpoints.

Skills

Windows 10 support

Mac support

Customer support

Troubleshooting

Communication skills

Education

Degree / Diploma in Computer Science

Tools

Microsoft Endpoint Configuration Manager

JAMF

ServiceNow

VMware

Job description

Overview

Endpoint Systems Support Analyst role at Tangerine. The IT department supports End-User Technical Support, Desktop Management, Network Management, Mobile Management, Voice and Data Communications, Business and Web Applications and Strategic Technical Planning. The 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, including second level onsite and remote access support for Desktops, Laptops, VMs, VDIs, Mac and Mobile hardware / software at all Tangerine sites.

The Endpoint Systems Support Analyst will analyze, filter and resolve incidents / requests related to Desktops, Laptops, Virtual Machines (VMs), Virtual Desktop Infrastructure (VDI), Mac, Mobile, network printers and server applications, participate in compliance-related controls, software updates, monthly security patches, audit controls, support and maintain the Business Continuity Plan (BCP). The role requires combining technical knowledge with strong analytical skills and hands-on experience in the workstation environment.

Responsibilities

• Build and implement Windows, Mac, Mobile Endpoint hardware and perform software installation, configuration and maintenance of Tangerine Desktops, Laptops, VMs, VDIs, Mobile and network printers, including software rollouts, upgrades, patches and service packs
• Manage Microsoft Windows and Apple Mac Endpoint Image deployment using Microsoft Endpoint Configuration Manager and JAMF
• Use ServiceNow to provide timely responses to queries, analyze and resolve problems, and escalate issues to appropriate business units and support staff
• Monitor and assess business needs against Endpoint security concerns and work with the Cyber Security team to manage security of the Endpoint application and infrastructure
• Monitor and manage Endpoint vulnerabilities for client OS, applications and hardware; apply critical security and application updates promptly
• Set up new hires with voice / data ports and ensure required Desktops, Laptops, Mobile, VMs and / or VDIs equipment is available and configured
• Provide second level hardware / software support for Tangerine Endpoints
• Provide infrastructure support within Microsoft Windows, Mac, VMware Endpoint environment using configuration tools and internal developed tools
• Manage VMWare VDI Endpoint Images used by the contact center
• Provide Executive Support for Tangerine Senior Executive team
• Procurement, administration, and support of cellular services and devices; procurement and administration of Endpoint Applications
• Coordinate Desktop Application updates and roll-outs using MECM / JAMF for different business departments
• Identify trends in support areas and collaborate with stakeholders to address them
• Deliver Endpoint technical solutions per plans, deliverables, costs and timelines
• Identify and implement process improvements to increase productivity and consistency in end-user support
• Participate in evaluation, testing, recommendation and installation of new hardware and software
• Work with outside vendors 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 administration, maintenance, optimization, patch management and technical support of production and development environments
• Maintain accurate desktop hardware and software inventories
• Coordinate internal moves (PC & Voice) for Tangerine departments; assist in coordinating and replacing EOL hardware
• Locate and replace hardware and software as per hardware refresh cycle
• Maintain all Application Support documentation and drawings for Tangerine sites
• Be familiar with and follow Tangerine Security Policies and Baselines

Qualifications

• Degree / Diploma in Computer Science or related subject
• 3+ years of hands-on experience in workstation, help desk and customer support
• Hands-on experience in Endpoint support including Windows 10, Mac, Microsoft Office 2016, Office 365, Exchange / Outlook / O365 and VDI Desktop Environment
• Knowledge of Microsoft Windows OS, Microsoft Endpoint Configuration Manager, JAMF, VMware, Microsoft Office environments including administration, troubleshooting, upgrades, patches
• Experience with MAC OS / iOS support
• Hardware knowledge of laptop, desktop, thin client and printer; Mac assets are a plus
• Strong knowledge of Windows OS, Office environments and Virtual Desktop Environment; MAC / iOS
• Knowledge of Active Directory and DNS / networking basics
• Strong troubleshooting abilities and ability to document and follow procedures
• Good verbal and written communication; ability to present technical information
• Detail-oriented with ability to prioritize, follow up and escalate as needed
• Proactive, results-oriented with good time management and ability to work under pressure on multiple projects
• Team player in a fast-paced environment supporting a wide range of technologies

Whats in it for you?

• Diversity, Equity, Inclusion & Allyship with an inclusive culture across Tangerine; involvement in Employee Resource Groups (ERGs) and ongoing learning opportunities
• Accessibility and Workplace Accommodations to create an inclusive and accessible environment
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance
• Competitive rewards program including bonus, flexible vacation, personal and sick days and benefits from day one
• Community engagement programs and activities

Location(s) : Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team and are committed to an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.

Position Details

• Seniority level : Associate
• Employment type : Full-time
• Job function : Information Technology
• Industries : Banking

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