This is a temporary entry level position that is intended to be filled by a post-secondary student.  The Technology Workplace Support Technician is responsible for providing the Bank’s employee’s with technical support either virtually, in-person, by phone, by chat, or via email.  This position is responsible for supporting software (Windows, M365, Microsoft Teams, OneDrive, SharePoint, web browsers, PDF applications, mapped drives, virtual desktops, Zscaler, etc.).  The Technology Workplace Support Technician is also responsible for the preparation, deployment, maintenance, and asset tracking of some technology items (laptops, computer peripherals, printers, cell phones, video-conferencing equipment, etc.).

The Core Responsibilities Of The Job:

• • Technical Support (60%)
  • Support hardware (laptop, peripheral, printer, cell phone, etc.)  issues from various support channels (phone, email, chat, or internal ticket system).
  • Be the first point of contact providing solutions to internal enterprise applications.
  • Actively resolves all end user IT issues from all channels (phone, email, chat, or internal ticket system).
  • Provide top quality support to all levels of Bank employees.
  • Employ skills with ITIL-based service desk solutions, such as ServiceNow.
  • Leverage multiple vendors to troubleshoot issues efficiently.
  • Maintain the Bank’s video-conferencing and tele-conferencing equipment.
  • Execute Move/Add/Change requests for Bank employees.
  • Maintain, update, and categorize tickets within SLA with procedural follow ups.
  • Maintain first call resolution above 90% on regular basis.
  • Manage incidents and service requests effectively; ensuring information is captured in the ticketing tool.
  • Continuously improve the internal knowledgebase with common IT issues.
  • Complete all tasks with a cautious, security-centric mindset
  • Project Implementation (10%)
  • Assist with the deployment of new hardware (laptops, printers) and software (major version upgrades, new applications, etc.)
  • 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 changes.
  • Operational improvements & Administration (10%)
  • Maintain adequate hardware stock needed for IT operations. Keep IT storage room tidy.
  • Support all business-critical applications in the case of disaster recovery exercise.
  • Track and manage 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 deploying software updates and in remediating vulnerabilities in all endpoints.
  • Collect and provide feedback to IT management about service levels.
  • Monitor Microsoft 365 and other essential services critical to enterprise day-to-day operation.
  • Security & Compliance (10%)
  • Maintains effective records, via the ticket system, on all tasks related to identity and access management.
  • Ensure all ACL and access changes are clearly documented for internal audit.
  • IT Procurement (10%)
  • Forecast and procure IT equipment needed to keep up with day-to-day operations.
  • Assist in login to customer portal for multiple vendors and download invoices.

Let’s Talk About You!

• • Experience in troubleshooting:
  • Windows 10, Windows 11, including PowerShell and Command Prompt
  • Microsoft 365, Microsoft Teams, OneDrive, SharePoint
  • PDF applications (Adobe, Foxit, PDF Sam, etc.)
  • Web browsers (Edge, Chrome, Firefox, Safari)
  • Zscaler
  • Mapped drives
  • Azure Virtual Desktops (AVDs)
  • User account management in on-premises Active Directory and Entra ID
  • Laptops, cell phones, peripherals, printers, video-conferencing equipment, etc.
  • Excellent interpersonal skills
  • Client-focused and cool-tempered approach.
  • Attentive listening and intuitive thinking when discussing potential resolution for any existing or new technical issues.
  • Strong verbal and written communication skills.
  • Strong organizational, prioritization, and multi-tasking skills.
  • Consistent ability to work in a demanding, dynamic, and fast-paced environment.
  • High level of accuracy in completing daily tasks.
  • Ability to work both independently and collaboratively
  • Professional judgment to detect, solve, or escalate problems efficiently and effectively.
  • Ability to do some lifting and moving of computer equipment, up to approximately  20 Kg.
  • Ability to crawl under desks and tables as part of setting up and removing hardware.

How to Correctly Submit Your Application:

• • Please scan together and submit ONE DOCUMENT that includes your resume and cover letter. Please note that if the application is not completed properly, it will not be accepted.