Endpoint Systems Support Analyst, Scotiabank

Requisition ID: 224014

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

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.

**Is this role right for you?**
- 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 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

**Do you have the skills that will enable you to succeed in this role?**
- 3+ years of hands-on experience in workstations, help desk and customer support role
- Hands-on 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
- In-depth 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
- 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
- Detailed-oriented and be able to effec