Technical Support Analyst
Moncton, NB, CA
1d ago

Requisition ID : 89340

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.

Tangerine is a bank that does not sit still as we continue to redefine what digital banking is. We obsess about our clients by creating a product that empowers and is right for them.

We always look for experiences that wow them, Always.

The incumbent is responsible providing first level on-site support on behalf of the Tangerine IT department for the entire Moncton Call Centre including desktop / laptop support, telecom support, network architecture support, server support, IT system administration, computer room services and supervision of all IT system support vendors.

This includes the implementation and administration of Tangerine’s Wintel Active Directory and Red Hat Linux environments supporting over 93% production critical systems and development systems.

This support comprises of 100% server accreditation, technical assistance to users, resolution and prevention of problems in a 7x24 production environment, systems capacity planning and recommendation of solutions to overcome resource constraints, systems level software installation and updates.

This incumbent is also responsible for establishing and enforcing departmental logical access control guidelines and liaison with other departments for assistance with implementing new projects.

Is this role right for you?

  • Responsible for systems analysis, infrastructure hardware, installation and customization of hardware vendor software / tools to ensure the timely delivery of quality products / functions which meet user requirements and that are developed / supported following Tangerine standards and methodology to minimize exposures to the banks environment.
  • Investigate system level and hardware problems on mission critical systems requiring immediate resolution, thus ensuring systems are operational according to agreed upon service level agreements and that they have a high degree of availability, integrity, reliability and scalability.
  • Develop and optimize operating efficiencies via automated procedures to solve complex problems for business teams. Prepare detailed specifications for hardware configurations, analyse and oversee phases of the technical system design and will advise, check and direct systems applications onto the correct technical system design.
  • Participate in user groups to gain information on other user’s project successes and / or failures ensuring we keep up to date with technical breakthroughs and trends in fields of specialization.
  • Perform hardware installation, administration, maintenance and support tasks for all critical business Windows / Linux x86 hardware and operating system technologies that could have a direct impact to our customers which includes HP DL380, HP Synergy Blade Enclosures, Windows Server 2012 / 16 and RHEL6 / 7.
  • Provide administration, maintenance and technical support of the entire VMware ESXi virtual platform which is critical to the bank and directly supports the two Call Centres;
  • this includes VMware VDI and Horizon Suite.

  • Provide administration and support of Active Directory and associated policies; user accounts, DNS changes and share access.
  • Setup any new hires at the Call Centre; ensure voice / data ports are available and enabled; required desktop equipment is available and configured;
  • all required ID’s, security badges and access setup.

  • Ensure regulatory requirements are met where applicable (i.e. OSFI, SOX, AML, etc.) and ensure that the Bank’s directives and standards policies are strictly adhered to, along with monthly server patches, updates and fixes provided by system vendors.
  • Ongoing customisation and maintenance of system access facilities to ensure / enforce strict security policies of business applications.
  • Plan, implement and test contingency plans for various software components to assure the rapid recovery in the event of an emergency or disaster for the bank.

  • Assists in identification, evaluation, tailoring and implementation of vendor-supplied hardware / software packages to meet the changing business requirements of the bank.
  • Assist the Network team with trouble-shooting, maintenance, and support of the Moncton Network environment which includes installation of cables, switches and racking.
  • Assist Telecommunication team with troubleshooting, maintenance, and support of the reader boards, IP phones and circuit installs for the Moncton site.
  • Provide Moncton computer room support; control access to this room; maintain tidiness; provide after-hours on-call support for any power / UPS issues within this room.
  • Act as a site contact for all IT vendors, supervising their access and activities.
  • Incumbent must be able to work on site or remotely (over the phone) and must be available on a 7x24x365 basis for systems support / consultation as part of the team on-call rotation schedule.
  • Incumbent must provide constant updates to management regarding problem resolution and availability of mission critical systems.
  • Skills you need to succeed.

  • University or College Degree
  • 4+ years of demonstrated hands-on experience in system administration supporting a large scale, mission critical enterprise infrastructure
  • University or College Degree
  • 4+ years of demonstrated hands-on experience in system administration supporting a large scale, mission critical enterprise infrastructure
  • What’s in it for you.

  • You’ll be part of a diverse, collaborative, innovative, and high-performing team
  • We offer a competitive rewards package Performance bonus, Share Ownership Program, and Pension Plan Matching Health Benefits from day one!
  • Office perks : free healthy snacks (chocolate is healthy, right?) subsidized on-site cafeteria and parking
  • You will enjoy work life balance, team events, and opportunities to volunteer in the community.
  • Your career matters! You’ll get access to various training resources to enhance your skills and knowledge.
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