Endpoint Systems Support Analyst

Overview

The IT Endpoint Systems Support is responsible for the implementation, administration and support of Tangerine’s Endpoint Desktop, Laptop, Apple Mac, VDI, Mobile and Executive Support environment. This includes providing second level onsite and remote access support for all Endpoint Desktop, Laptop, VM, and Apple Mac, Mobile hardware/software at all Tangerine sites. The Endpoint Systems Support Analyst will assist in analyzing, filtering and resolving all incidents/requests that may arise during operating hours related to Desktops, Laptops, Virtual Machines (VMs), Virtual Desktop Infrastructure (VDI), Mac, Mobile, network printer support and server applications support.

The Analyst will be involved in compliance related controls, software updates, monthly security patches, audit controls, support and maintain Business Continuity Plan (BCP). This role combines technical knowledge, strong analytical skills and hands‑on experience in the workstation environment to help maintain a highly secure, reliable, optimized and well‑managed IT operating environment.

• Robust skills in Microsoft Configuration Manager (MCM)/SCCM administration and engineering, particularly in the areas of application deployment, operating system deployment (OSD), and security updates.
• Must possess extensive experience in managing Microsoft Intune within a corporate environment.
• 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 Service Now software to provide timely responses to queries, analysis and resolution of problems, and escalation of issues to the appropriate business units and support staff.
• Monitoring and assessing business needs against Endpoint security concerns and work with the Cyber Security team to manage the overall security of the Endpoint application and infrastructure.
• Monitor and manage all Endpoint vulnerabilities for Client OS, Application and Hardware environment by applying critical security and application updates in a timely manner.
• Setup any new hires; ensure voice/data ports are available and enabled; required Desktops, Laptops, Mobile, VMs and/or VDI 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.
• Identify trends in specific support areas and work with the stakeholders 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…