Toronto Employment Platform

Application Support Analyst – MAC

Requisition ID: 103882

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.


As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is and we continue to evolve on what it can be, using technology to create innovative, forward thinking banking solutions with our clients’ needs in mind. 

We are made up of high performing, curious, energetic and collaborative individuals who thrive in our high trust agile environment to deliver best in class solutions for our customers. We believe in giving people hands-on challenges and the responsibilities that come with them, allowing them to grow, evolve and create opportunities to build their career. 

Are you ready to make the change and become part of an established disruptor with the backing of a highly engaged team? If so come join us and help redefine the Canadian banking landscape!


Application Support Analyst – MAC

The Analyst is responsible for providing support of all MAC and Windows desktop OS environments on behalf of the IT department for all Tangerine Bank sites. The Analyst will assist in analyzing, filtering and resolving all incidents/requests that may arise during operating hours related to Mac and Windows Desktops, Laptops, Virtual Machines (VMs), Virtual Desktop Infrastructure (VDI), iDevices (iPod, iPhone and iPad), network printers, executive support, server applications (SCCM and MDM solutions), and occasional audio/video support. The Analyst will be involved in compliance related controls, software updates, monthly security patches, audit controls, and Business Continuity Plan (BCP) support and maintenance. The Analyst will combine technical knowledge, strong analytical skills and hands-on working experience in the workstation environment and help to maintain a highly secure, reliable, optimized and well-managed IT operating environment.


Is this role right for you?

•    MAC OS administration and support
•    Build and implementation of hardware and perform software installation, configuration and maintenance of Tangerine iMac, MacBook, iDevices (iPod, iPad and iPhone), Desktops, Laptops, VMs, VDIs and network printers including any software rollouts, upgrades, patches and/or service packs
•    Provide second level superior customer support for hardware and software on all Tangerine Desktops, Laptops, VMs, VDIs, iMac, MacBook, iDevices (iPod, iPad and iPhone), network printer support in all Tangerine offices
•    Assist in the coordination and physical replacement, inventory control, and maintenance, of all client computer (Mac and Windows OS) equipment at all geographic sites as per Tangerine’s hardware refresh cycle guideline.
•    Infrastructure support within Windows operating systems, MAC OS, iOS, VMware, Citrix, SCCM and internally developed tools
•    Participate and maintain all Business Continuity Plan (BCP) related hardware, including maintenance and guarantee of machine uptime as per BCP readiness requirements
•    Accurately track all incident, problem and request fulfillment work in ServiceNow 
•    Assist with the administration, maintenance, optimization, operating system patch management and technical support of the production and development environments
•    Maintain accurate desktop hardware and software inventories, perform hardware asset inventory control, regular inventory validation and verification checks against CMDB records
•    Work with other business units to perform all internal moves (PC & Voice) for all departments
•    Provide occasional support to President’s office and senior executives
•    Participate in the evaluation, testing, recommendation and installation of new hardware (Mac) and software, build and maintain relationships with all IT hardware and software vendors
•    Explore customer options, work with business units to provide technology assistance and recommendations according to business plan, explain IT support policies and be familiar with all Tangerine Security Policies and Baselines
•    Maintain all Application Support documentation and drawings for the all Tangerine sites
•    Flexible to work in a shift-work environment (8:00am – 6:00pm), must work occasional overtime and willingness to travel


Do you have the skills that will enable you to succeed in this role?

•    Degree/Diploma in Computer Science or related subject
•    3+ years of hands-on experience in MAC OS and MAC environment administrative support role
•    Sound technical knowledge with:

JAMF, MAC OS, iOS, Windows OS
Mobile Device Management (MDM), Apple Device Enrollment Process (DEP)
Microsoft System Center Configuration Manager (SCCM), Active Directory (AD), WMWare, Virtual Desktop Infrastructure (VDI), O365
Software packaging, patch and vulnerability management
•    Demonstrated excellence in troubleshooting, documenting and following procedures
•    Able to share and communicate technical and procedural information among team members
•    Hardware knowledge of iMac, MacBook, laptop, desktop, thin client and printer
•    Basic knowledge of DNS, networking, routing, VPN, firewall and system security
•    Logical thinker, step oriented problem solving
•    Excellent verbal and written communication and presentation skills

What’s in it for you?

•    We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
•    We provide you with the tools and technology needed to create beautiful customer experiences
•    You’ll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
•    Dress codes don’t apply here, being comfortable does
•    Onsite subsidized cafeteria with a chef!
•    Access to thousands of online and in person courses so you can brush up on skills or learn new ones
•    Career progression opportunities. We hire you for your talent and not just for the job. We want to see you succeed not just in your role but in your career as a whole
•    We offer a competitive total rewards package that includes a base salary, a performance bonus, company matching programs (on pension & profit sharing), vacation, personal & sick days, paternity/maternity leave, medical, vision and dental benefits and much more
Location(s):  Canada : Ontario : North York

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.

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