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Technical Lead, Endpoint Systems Support
3 months ago
**Requisition ID**: 166451
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.
**DEPARTMENT SUMMARY**:
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.
**ROLE PURPOSE**:
The Technical Lead of the Endpoint Systems Support Team is responsible for providing second level onsite and remote access desk top support on behalf of the IT department for all Tangerine sites. The Technical Lead will log, analyze, filter and resolve all incidents that may arise during operating hours that could pose a potential business risk. The IT Technical Lead will participate in the resolution of incidents that affects the day-to-day operation of the Tangerine site, including, hardware/software support for desktop PC’s/Virtual Desktop/Laptops, Mobile, IT system administration, president’s office and executive support. The Technical Lead will report directly to the Manager of Endpoint Systems Support.
**ROLE ACCOUNTABILITIES**:
- 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 roll-outs, 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 End-users
- 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
- 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 stake-holders 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
- 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
**MINIMUM QUALIFICATIONS**:
Education/Experience
- University or College Degree or equivalent experience
- 2+ years of leadership experience with demonstrated success in implementing continuous improvement and strategic initiatives
- Hands-on experience in Endpoint support Role, including Microsoft Windows 10, Apple Mac, Microsoft Office 2016
