Technology Workplace Support Technician (2-Month Contract)

Join a Challenger
Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.
We are a big (and growing!) family. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform ( eqbank.ca ) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.
Purpose of the Job
This position is an entry level with 1 to 3 years of work experience. The IT End User Support 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. In addition to the core functions, the incumbent will also perform the technology side of the relocation of Bank employees.
Main Activities
Technical Support (50%)

• Actively resolves all IT End User issues from all channels (phone, email or internal ticket system)
• Ability to leverage multiple vendors to troubleshoot issues efficiently
• Imaging of Desktops / Laptops / Tablets
• Continuously improve the internal knowledgebase with common IT issues
• Executes the Move/Add/Change requests of Bank employees and relocation
• Provide top quality support to all levels of Bank employees
• Support of Desktop / Laptop / Smartphone issues from various support channels (phone or ticket system)
• Be the first point of contact providing solutions for all internal enterprise applications
• Maintains the Bank’s audio / visual and teleconferencing equipment

Project Implementation (10%)

• Participate in Change Management and assist in implementing end-point related changes
• Assist IT Security Operations in the rollout of endpoint software via software automation / scripts, Group Policy or InTune
• Assist in the Site Reliably Engineer / Cloud Platform team with various tasks such as preparing of Windows Server, Upgrading Servers or AD tasks

Infrastructure Improvements & Administration (30%)

• Provide prompt Identity and Access Management services
• Assist in the maintaining the patch level for all-things end-point related on all 1000 desktop/laptops/smartphones
• Ensure all business critical applications are ready in the case of disaster recovery exercise
• Maintain adequate stock needed for IT Operations. Keeping IT storage room tidy
• Actively collecting and provide feedback to IT management about service levels
• Ensures call center operation is running smoothly, service issues are executed in a timely manner
• Monitor Office 365, Dynamics 365 and other essential services critical to enterprise day-to-day operation
• Ensures phone recording systems are operational

Security & Compliance (10%)

• Maintains good audit logs on all tasks related to logical or administrative access management via ticket system
• Assist in quarterly logical access audit, producing reports and verifying it with each department
• Ensure all ACL and access changes are clearly documented for internal audit

Knowledge/Skill Requirements

• 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
• TCP/IP, Routing and Switching
• Various browsers such as IE 11 / Chromium Edge / Firefox / Chrome / Safari
• Security minded when executing all tasks
• Customer-oriented and cool tempered
• Various Microsoft Desktop operating systems including Windows 10 Pro / LTSC
• Jira & Confluence
• Variety of Mobile Devices such as Apple iOS and Android 10+
• Microsoft Office Pro Plus including Office 2016 and Office 365
• Consumer peripherals such as Printers / Scanners
• 1 – 3 years of technical experience in troubleshooting:
• Audio / Visual Equipment / Conferencing Bridges / Webex etc.
• DNS and different types of records
• Various configuration Windows Server 2012/R2, 2016/R2 and 2019 Server Core
• Good command of Windows command line (e.g., PowerShell 4, Command Prompt, Azure Cloud Shell)
• AD, AAD, Group Policy, ADMX for Office and Chrome, cck2 for Firefox

Nice To Have

• Familiarity with Microsoft Flow
• Knowledge of Azure
• CompTIA Security +
• Experience in a customer servicing role, preferably in the financial sector

What we offer [For full-time permanent roles]
💰 Competitive discretionary bonus
✨ Market leading RRSP match program
🩺 Medical, dental, vision, life, and disability benefits
📝 Employee Share Purchase Plan
👶🏽 Maternity/Parental top-up while you care for your little one
🏝 Generous vacation policy, personal days and even a moving day
🖥 Virtual events to connect with your fellow colleagues
🎓 Annual professional development allowance and a comprehensive Career Development program
💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
We can’t wait to get to know you!