Technical Support Analyst

Title:

Technical Support Analyst, Applications

Requisition

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

The Information Technology (IT) department manages Tangerine’s technology and computer infrastructure, supporting business systems across Core Banking Server Systems, VMware Infrastructure, Contact Center VDI Management, End-User Technical Support, Mobile Management, Network Management, Voice and Data Communications, Business and Web Applications, and Strategic Technical Planning.

Is this role right for you? In this role, you will:

• Administration, maintenance and technical support of Enterprise Active Directory, Cyber Ark and all the Microsoft suite of products (SCCM, SCOM, Office 365, Orchestrator).
• Administration, maintenance and technical support of the Trellix (McAfee) Endpoint Advanced suite of products.
• Assist with the selection, design, build, and implementation of new Windows-based applications and operating system technologies as well as supporting Tangerine standards and usage guidelines.
• Assist with the administration and maintenance of an Enterprise Active Directory environment.
• Assist with the forecasting of Windows capacity requirements as well based on business and internal IT infrastructure growth.
• Provide 24x7 support for Windows Server applications in a production environment as required.
• Work on Servers to ensure all control software/Agents (Trellix, Crowd Strike, Tenable, Tanium, Sys Log, NTP, etc) are well up to date and reporting correctly.
• Assist with the administration, maintenance, optimization, operating system patch management and technical support of the production and development environments.
• Continuously work on identified vulnerabilities to ensure systems are secure and well up to date.
• Must ensure availability, reliability and scalability of all Windows servers which includes all application, file and print and BCP and other servers. Perform periodic failover tests for applications to ensure they are well tested for DR scenarios.
• Evaluate and recommend server-based solutions to meet changing business requirements to allow staff to work and support the business remotely.
• Coordinate and ensure compliance with Windows Server disaster recovery and contingency plans to assure the rapid recovery of systems in the event of an emergency or disaster.
• Actively participate in the evaluation and selection process for new Infrastructure, supporting applications.
• Required to be available outside normal business hours.
• Required to carry mobile phone to handle 7x24 support issues and should be able to go on periodic On-Call responsibilities.
• Other duties as assigned.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• University or College Degree.
• 5+ years of demonstrated hands-on experience in system administration supporting a large-scale, mission critical enterprise infrastructure.
• Experience and in-depth knowledge with installation, configuration and administration of Windows 2016, 2019 and 2022 Servers.
• Working knowledge of Active Directory, GPOs, DNS, DHCP, IIS, DFS, Certificate and other components.
• Experience with Microsoft System Center Configuration Manager (Windows Patching, Application deployments, reporting, etc.) and In-Tune environments.
• Working knowledge of various aspects of vulnerability management on Windows Servers.
• Working knowledge of Application management (Installing various applications on Windows Servers manually or using SCCM to automate bulk deployments).
• Hands-on experience with VMWare, Microsoft System Centre Operations Manager (SCOM) and Cyber Ark.
• Conceptual and working knowledge of ITIL processes (Incident, Request and Change Management).
• Hands-on experience with engaging vendors for support and incident resolution as needed including opening cases, arranging call-backs and providing logs for troubleshooting.
• Good Knowledge and experience working with Power Shell, scripting and automation.
• Should have good hands-on experience with productivity enhancement software like Microsoft Word, Excel, PowerPoint, Visio, Outlook, Teams and One Drive applications.
• Demonstrated excellence in documenting complex enterprise level systems and procedures.
• Able to proactively share and communicate complex technical and procedural information.
• Attention to detail.
• Attributes
• Self-motivated and self-directed with continuous improvement in mind.
• Logical thinker, step-oriented problem solving.
• Good verbal and…