Job Title

Overview 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 Analyst will be involved in compliance related controls, software updates, monthly security patches, audit controls, support and maintain Business Continuity Plan (BCP). This role combines technical knowledge, strong analytical skills and handson experience in the workstation environment to help maintain a highly secure, reliable, optimized and wellmanaged IT operating environment. Responsibilities - Robust skills in Microsoft Configuration Manager (MCM)/SCCM administration and engineering, particularly in the areas of application deployment, operating system deployment (OSD), and security updates. - Must possess extensive experience in managing Microsoft Intune within a corporate environment. - 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 VDI 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. - Identify 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 Endusers. - 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. Qualifications - Degree/Diploma in Computer Science or related subject. - 3+ years of handson experience in workstations, help desk and customer support role. - Handson 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. - Indepth 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 (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. - Detailoriented and be able to effectively prioritize his/her efforts, followup to ensure all aspects of the engagement are addressed, and escalate issues appropriately. - Proactive and resultsoriented 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 fastpaced environment supporting a wide range of technologies. Benefits - 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 biasfree practices and inclusive values across Scotiabank. - 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. - Upskilling through online courses, crossfunctional 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: Canada, Ontario, Toronto If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. #J-18808-Ljbffr