Technology Workplace Services Technician

2 weeks ago

Saskatoon, Canada EQ Bank | Equitable Bank Full time

**Join a Challenger**

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing) family. Overall, we serve more than 607,000 people across Canada through Equitable Bank, Canada's Challenger Bank and EQB Inc.’s majority owned subsidiary ACM Advisors. We have been around for more than 50 years. Equitable Bank's wholly owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 6 million members. Together we have $119 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.

**The Work**:
This position is an entry level with 1 to 3 years of work experience. The Technology Workplace Support Technician manages the company’s software (Enterprise Banking Software, Paperless System and Microsoft Suites) and hardware (desktops, servers, smartphones, and audio/visual equipment). Plus working with external service providers to install and maintain the company’s technologies. In addition to the core functions, the incumbent will also perform the technology side of the relocation of Bank employees.

**The Core Responsibilities Of The Job**:

- ** Technical Support** (60%)
- Support of Desktop / Laptop / Smartphone issues from various support channels (phone or ticket system).
- Provide top quality support to all levels of Bank employees.
- Experience with ITIL-based service desk solutions, such as ServiceNow, Sys-Aid and Atlassian.
- Ability to leverage multiple vendors to troubleshoot issues efficiently.
- Maintains the Bank’s audio / visual and teleconferencing equipment.
- Executes the Move/Add/Change requests of Bank employees and relocation.
- Maintain, update, and categorize tickets within SLA with procedural follow ups.
- Maintain the First call resolution above 90% on regular basis.
- Managing incidents and service requests effectively; ensuring information is captured in the ticketing tool.
- Continuously improve the internal knowledgebase with common IT issues.
- ** Project Implementation** (10%)
- Assist in the System Admin team with various tasks such as preparing of Windows Server and patching.
- Assist in the rollout of endpoint software via software automation / scripts or Group Policy.
- Participate in Change Management and assist in implementing end-point related Change
- **Operational improvements & Administration** (10%)
- Maintain adequate stock needed for IT Operations. Keeping IT storage room tidy.
- Tracking and managing IT assets (hardware & software) throughout their lifecycle, ensuring logical and consistent operational processes are defined and standard systems are implemented to acquire and maintain assets Assist in the maintaining the patch level for all-things end-point related on all 2000 desktop/laptops.
- Actively collecting and provide feedback to IT management about service levels.
- Monitor Office 365 and other essential services critical to enterprise day-to-day operation.
- ** Security & Compliance** (10%)
- Assist in quarterly logical access audit, producing reports and verifying it with each department.
- Maintains good audit logs on all tasks related to logical or administrative access management via ticket system.
- Ensure all ACL and access changes are clearly documented for internal audit.
- ** IT Procurement** (10%)
- Forecast and procure IT equipment needs to keep up with day-to-day operations.
- Assist in login to customer portal for multiple vendors and download invoices.
- Assist in preparing invoices for signatory approval along with proper GL codes.
- Assist in processing procurement requests from the IT department, perform RFQ and create PO.

**Let's Talk About You**:

- A college diploma in IT Computer Systems or Networks or relevant experience is required
- Higher accreditation (e.g., Bachelor of Computer Science) is an asset
- Customer-oriented and cool tempered
- Good command of Windows command line (e.g., PowerShell 4, Command Prompt)
- Working knowledge of procurement of IT equipment as well as processing invoices
- 1 - 3 years of technical experience in troubleshooting:

- Microsoft 365
- Security minded when executing all tasks
- Microsoft, Excel and performance issues
- Audio / Visual Equipment / Conferencing Bridges / Webex etc.
- Various browser

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