Technical Services Analyst, Hardware, Moncton

Requisition ID: 248699

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.

Moncton, NB, Canada

The Information Technology (IT) department manages the technology and computer infrastructure that drives Tangerine’s business systems. The IT department supports the organization in these critical areas: Servers Management, Workstation and VDI Management, Mobile Device Management, Network Management, Voice and Data Communications, End-User Technical Support, Business and Web Applications and Strategic Technical Planning.

The Technical Support Analyst (Moncton), Hardware is responsible for delivering comprehensive on-site and remote IT support for the entire Moncton Call Centre. This role ensures effective administration, troubleshooting, and production support across Tangerine’s workstations, Windows and Linux server environments.

This includes:

Workstations and VDI support
Server support and IT system administration
Telecom and network support
Computer room services
Supervision of all IT system support vendors

The role encompasses management of both workstations and servers environment, physical and virtual servers (via VMware ESXi), VDI infrastructure, and support for core banking systems, contact center platforms, and production/development environments. The analyst is also responsible for vulnerability assessments, firmware updates, patch management, and secure configuration of Active Directory components and Windows servers.
This position reports directly to the Team Lead, Technical Support and Service – Hardware

Is this role right for you? In this role, you will:
• Build, maintain, decommission, and deploy Windows workstations and VDI equipment to support users at the Moncton contact center.
• Provide level 2 end-user support through the ServiceNow incident management process, addressing service requests and technical issues promptly.
• Build, maintain, decommission, and harden Windows and Linux server hardware and operating systems based on corporate compliance and hardening guidelines (using SCCM, vSphere, Ansible, Satellite, SCOM).
• Manage physical server infrastructure in an HPE environment, including standalone and blade systems.
• Deploy, administer, and support VMware ESXi, SRM, VRA, and Horizon platforms for Moncton Contact Centre infrastructure.
• Conduct ongoing vulnerability management and security patching for all Windows, Linux servers, vendor appliances, and VMware platforms.
• Maintain disaster recovery and contingency plans for Moncton data center, ensuring rapid recovery of banking systems and contact centers.
• Participate in annual Disaster Recovery exercises, ensuring readiness of servers in both primary and secondary datacenters.
• Support transition from on-premises to cloud-based environments (GCP, AWS, MS Azure).
• Administer Single Sign-On (SSO) and certificate authority for production certificates.
• Evaluate and select new server hardware and technologies.
• Provide technical assistance to users and resolve problems in a 7x24 production environment.
• Implement and enforce departmental logical access control guidelines.
• Liaise with other departments for new project implementation.
• Assist Network and Telecommunication teams with troubleshooting, maintenance, and support for Moncton site infrastructure.
• Control access and maintain tidiness of Moncton computer room; provide after-hours on-call support for power/UPS issues.
• Act as site contact for all IT vendors, supervising access and activities.
• Provide constant updates to management regarding problem resolution and system availability.
• 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:
Education/Experience
University or College Degree
4+ years of demonstrated hands-on experience in system administration supporting a large scale, mission critical enterprise infrastructure
Working knowledge and hands-on working experience of Microsoft Server OS and Microsoft System Center, Red Hat and VMware suite of products.
Extensive experience with workstations and HP server hardware (NIC, RAID, SCSI), HP OneView, iLo, and blade system management.
Hands-on knowledge of authentication products for both Linux and Windows Server environments, Microsoft Active Directory and Red Hat IDM.
In- depth knowledge of and working experience with related protocols (TCP/IP, SMTP, HTTP, SFTP, TELNET, DNS, DHCP and SNMP etc.)
Working knowledge of routing, VPN, firewall and system security
Solid troubleshooting abilities, both proactive and reactive
Demonstrated excellence in documenting complex enterprise level systems and procedures
Able to proactively share and communicate complex technical and procedural information
Logical thinker, step oriented problem solving
Good verbal and written communications, including presentation skills
Detailed-oriented and be able to effectively prioritize his/her efforts, follow-up to ensure all aspects of the engagement are addressed, and escalate issues appropriately
Proactive and results-oriented with good time management skills and the ability to work well under pressure and focus on multiple projects concurrently
Very hands-on person, willing to dive in and take charge, identifying and tackling key issues
Strong team player who is confident and challenged in a fast-paced environment supporting a wide range of technologies

What's in it for you?
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : New Brunswick : Moncton

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.