Technology Workplace Services Technician - 10 Month Contract

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. 
• Actively resolves all IT End User issues from all channels (phone, email, or internal ticket system) 
• 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. 


• 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. 
• 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 
• Customer-oriented and cool tempered 
• Good command of Windows command line (e.g., PowerShell 4, Command Prompt) 
• Working knowledge of procurement of IT equipment as well as processing invoices 
• 1 – 3 years of technical experience in troubleshooting: 
• Microsoft365 
• Security minded when executing all tasks 
• Microsoft Excel and performance issues 
• Audio / Visual Equipment / Conferencing Bridges / Webex etc. 
• Various browsers such as Edge / Firefox / Chrome / Safari 
• DNS and different types of records 
• AD, ADFS, AAD, Group Policy, ADMX for Office and Chrome, cck2 for Firefox 
• Various Microsoft Desktop operating systems including Windows 10 v1607 v1703, Mac Os Ventura. 
• Various configuration Windows Server 2012/R2 and 2016/R2 
• Variety of Mobile Devices such as Apple iOS and Android N+ 
• Consumer peripherals such as Printers, Scanners, Docking stations.