Technology Workplace Services Technician

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 670,000 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 six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. 

The Work:

This position is an entry level with 1 to 3 years of work experience. The Technology Workplace Services 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.  This position is responsible for the Bank’s technical support function and for employees seeking technical endpoint assistance either virtually, in-person or via email. 

• 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. 
• 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. 
• Performs remote troubleshooting through diagnostic techniques and pertinent questions 
• Assesses recurring issues to create automated processes where possible 
• Sets up and deploys IT equipment for new employees 
• Guides users through computer onboarding and upgrading processes 
• 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. 
• Helps manage inventory of endpoint IT equipment 
• Follows-up and updates customer status and information 
• 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 

• 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 
• Advanced communication skills to troubleshoot, advise, and educate end-users and other stakeholders 
• Ability to use good judgement to make effective decisions with a professional demeanour in a fast-paced environment with dynamic expectations 
• Demonstrated time management and prioritisation skills, and ability to manage multiple projects 
• Strong team-player skills, such as respect, reliability, consistency, thoroughness, trust, and co-operation 
• Advanced ability to set up hardware and install relevant systems and software 
• Comprehensive understanding of computer systems, mobile devices and other technology products 
• Security minded when executing all tasks 
• Customer-oriented and cool tempered 
• Working knowledge of procurement of IT equipment as well as processing invoices 
• 1 – 3 years of technical experience in troubleshooting: 
• Microsoft Office 365 
• Windows 10 and 11 
• Various Windows Server systems, such as 2012, 2012 R2, 2016, and 2016 R2 
• Microsoft BitLocker Administration and Monitoring 
• Audio/Visual Equipment, Conferencing Bridges, Microsoft Teams, Cisco Jabber 
• Various browsers such as IE 11, Edge, Firefox, Chrome, and Safari 
• PDF software, such as Foxit and Adobe 
• Digital fax systems, such as HP Capture and Route 
• DNS and different types of records 
• AD, ADFS, AAD, Group Policy, ADMX for Office and Chrome, cck2 for Firefox 
• IIS 7, ASP and similar Web Servers and Systems 
• Variety of Mobile Devices such as Apple iOS and Android N+ 
• Peripherals such as docking stations, printers, scanners, webcams 

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!