The Work:
This position is an entry level with 1 to 3 years of work experience. The Technology Workplace Services 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. This position is responsible for the Bank’s technical support function and for employees seeking technical endpoint assistance either virtually, in-person or via email.
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The Core Responsibilities Of The Job:
Technical Support (60%)
Support of Desktop / Laptop / Smartphone issues from various support channels (phone or ticket system).
Be the first point of contact providing solutions to internal enterprise applications.
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.
Performs remote troubleshooting through diagnostic techniques and pertinent questions
Assesses recurring issues to create automated processes where possible
Sets up and deploys IT equipment for new employees
Guides users through computer onboarding and upgrading processes
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 changes.
Operational improvements & Administration (10%)
Maintain adequate stock needed for IT Operations. Keeping IT storage room tidy.
Support all business-critical applications are ready in the case of disaster recovery exercise.
Helps manage inventory of endpoint IT equipment
Follows-up and updates customer status and information
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.
Answer any emails regarding payments, inquiries, and accounting questions
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
Advanced communication skills to troubleshoot, advise, and educate end-users and other stakeholders
Ability to use good judgement to make effective decisions with a professional demeanour in a fast-paced environment with dynamic expectations
Demonstrated time management and prioritisation skills, and ability to manage multiple projects
Strong team-player skills, such as respect, reliability, consistency, thoroughness, trust, and co-operation
Advanced ability to set up hardware and install relevant systems and software
Comprehensive understanding of computer systems, mobile devices and other technology products
Security minded when executing all tasks
Customer-oriented and cool tempered
Working knowledge of procurement of IT equipment as well as processing invoices
1 – 3 years of technical experience in troubleshooting:
Microsoft Office 365
Windows 10 and 11
Various Windows Server systems, such as 2012, 2012 R2, 2016, and 2016 R2
Microsoft BitLocker Administration and Monitoring
Audio/Visual Equipment, Conferencing Bridges, Microsoft Teams, Cisco Jabber
Various browsers such as IE 11, Edge, Firefox, Chrome, and Safari
PDF software, such as Foxit and Adobe
Digital fax systems, such as HP Capture and Route
DNS and different types of records
AD, ADFS, AAD, Group Policy, ADMX for Office and Chrome, cck2 for Firefox
IIS 7, ASP and similar Web Servers and Systems
Variety of Mobile Devices such as Apple iOS and Android N+
Peripherals such as docking stations, printers, scanners, webcams
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