IT Operations Analyst III
TD Bank Group
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Job summary
TD Bank Group is hiring for an onsite technical support role in Toronto, offering a 37.5-hour week and a pay range of CAD 59,500 to CAD 84,000. You will support TD employees with hardware, software, and device issues, work within established TD policies, and educate users on processes.
The role emphasizes first-contact resolution, proactive feedback, and collaboration across teams. Candidates should have a relevant undergraduate degree or technical certificate, CompTIA A+ certification, and
Qualifications
- Excellent written and oral communication skills.
- Ability to work flexible schedules based on business forecast requirements.
- Above average computing and navigational skills.
- Exceptional customer service skills.
- Experience with ticketing systems is an asset.
- A team player who collaborates effectively with peers and other teams.
- Good knowledge of Microsoft 0365 products (Outlook, Word, Excel, OneNote and PowerPoint).
- CompTIA A+ certification.
- Undergraduate degree or Technical Certificate 2-3 years relevant experience.
- Technical/Troubleshooting ability: A technical support background or related education including experience with some or all of the following: Windows 10, 11, Edge/Chrome/Firefox/Safari, MAC, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, Office for Mobile, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi‑Fi support.
- Experience with iPhone/iPad, and Android devices.
Responsibilities
- Provide onsite support to TD employees and contractors for technical issues involving applications and software as well as TD provided devices and hardware.
- Ensure a high level of service delivery in accordance with TD Framework and policies.
- Educate end users on hardware, software and access request processes.
- Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
- Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops.
- Identify trends and opportunities for improvement as well as provide ongoing feedback.
- Identify and escalation wide-impact or potential wide-impacting issues/outages.
- Team members receive in-depth training and shadowing and are measured by in-person evaluation, colleague interaction, first contact resolution, support proficiency and ticketing quality.
Skills
Education
Tools
Job description
Work Location: Toronto, Ontario, Canada Hours: 37.5 Line of Business: Technology Solutions Pay Details: $59,500 - $84,000 CAD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.
The TD Breakroom offers: A single point of contact for onsite technical support and general queries (including hardware, software, e-Messaging, mobile devices, education on TD technology processes) to TD Bank Group employees in all lines of business. This business operates 100% onsite Mon-Fri covering 7:30am-6:00pm (on rotational shifts) in a team-oriented environment of around 30 front line support representatives across multiple locations in Canada and US. Working in collaboration with support teams, the business relies on The Breakroom employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first visit resolution rates.
- Provide onsite support to TD employees and contractors for technical issues involving (but not limited to); applications and software as well as TD provided devices and hardware.
- Ensure a high level of service delivery in accordance with TD Framework and policies.
- Educate end users on hardware, software and access request processes.
- Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
- Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops.
- Identify trends and opportunities for improvement as well as provide ongoing feedback.
- Identify and escalation wide-impact or potential wide-impacting issues/outages.
- Team members receive in-depth training and shadowing and are measured by in-person evaluation, colleague interaction, first contact resolution, support proficiency and ticketing quality.
- Excellent written and oral communication skills.
- Ability to work flexible schedules based on business forecast requirements (which are subject to change).
- Above average computing and navigational skills.
- Exceptional customer service skills.
- Experience with ticketing systems is an asset.
- A team player who collaborates effectively with peers and other teams.
- Good knowledge of Microsoft 0365 products (Outlook, Word, Excel, OneNote and PowerPoint).
- CompTIA A+ certification.
- Undergraduate degree or Technical Certificate 2-3 years relevant experience.
- Technical/Troubleshooting ability: A technical support background or related education including experience with some or all of the following: Windows 10, 11, Edge/Chrome/Firefox/Safari, MAC, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, Office for Mobile, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi‑Fi support.
- Experience with iPhone/iPad, and Android devices.
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home. Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact. We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
Sans Objet
At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities. Learn more: Canada | US | Europe & Asia Pacific
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