401861BR
Technology Solutions
Toronto, ON
March 9, 2023

Company Overview
Tell us your story. Don\xe2\x80\x99t go unnoticed. Explain why you\xe2\x80\x99re a winning candidate. Think \xe2\x80\x9cTD\xe2\x80\x9d if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward. Stay current and competitive. Carve out a career for yourself. Grow with us. Here\xe2\x80\x99s our story: jobs.td.com Department Overview
Building a World-Class, Diverse and Inclusive Technology Team at TD We can\xe2\x80\x99t afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD\xe2\x80\x99s technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway. TD IT Operations is home to a team of highly-valued professionals recognized for both their customer-service mindsets and dedication to seamless 24-7 running of our infrastructure technologies. They also manage what we call the implementation and delivery life cycle for IT components across the various technology groups. Component installation, maintenance and decommissioning, operational or help desk support, system performance, capacity and availability monitoring, migration, emerging technology assessment, implementation, release management and deployment support \xe2\x80\x93 you name it. There\xe2\x80\x99s room to grow in all of it.

CUSTOMER:

• Provide onsite support to TD employees and contractors for technical issues involving (but not limited to); applications and software as well as TD provided devices and hardware.
• Follow ITIL guidelines and processes while conducting integral troubleshooting to ensure delivery of established standards and Service Level Agreements (SLAs) while minimizing or eliminating operational risks.
• Ensure a high level of service delivery in accordance with TD Framework and policies. Maintain a presentable and professional appearance and work environment.
• Interact with clients to provide quality service and solutions consistent with Breakroom mandates and client requirements.
• As a subject matter expert, instruct clients on the usage of work-related devices and applications.
• Educate end users on hardware, software and access request processes.
• Monitor and maintain sufficient stock levels of IT equipment and accessories. Ensure inventory deficiencies are promptly replenished or noted for replacement.
• Accurately track and update returned and deployed assets, notify Managers of any discrepancies
• Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
• Ensure timely notification and escalation of systematic issues/problems. Provide recommendations and work with 3rd line support for prompt resolution.
• Deliver effective and defect-free support (application, hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
• Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops

SHAREHOLDER:

• May monitor the performance of the environment by using meaningful metrics
• Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
• Assist in the maintenance of secure computing facilities and technical infrastructure/architecture to support clients and applications as appropriate
• Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
• Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
• Keep current with industry and/or business trends

EMPLOYEE / TEAM:

• Work effectively as a team, supporting other members of the team in resolving critical service issues
• Participate in and foster a collaborative working environment with colleagues and team members to enhance service delivery to the business and stakeholders
• Practice effective time-management to prioritize and manage own workload in order to deliver quality results and meet timelines
• Participate in knowledge transfer within the team and business units to further enhance overall knowledge base and skillsets
• Promote an atmosphere of innovation and enthusiasm by identifying and recommending opportunities to enhance productivity, effectiveness, and operational capability of the team

BREADTH & DEPTH: Provides day-to-day application/system and hardware support. Tasks are low to moderately complex and performed under management guidance and supervision. Participates in resolving client applications/system and hardware issues. May support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders. Generally, reports to a Team Manager / Manager / Senior Manager Requirements

• Undergraduate degree or technical certificate
• 2-3 years relevant experience
• CompTIA A+ certificate is highly recommended and is an asset
• Experience troubleshooting systems
• Proficient with Windows, iOS and Android
• Excellent written and verbal communication skill
• Familiar with a range of software and hardware

Additional Information
Join in on what others in TD Technology Solutions are doing:

• This is for our Toronto Breakroom location. This role will have staggered shifts. First shift could start at 7:30am and last shift could start at 10:00am (shifts are subject to change). Shifts will be on a bi-weekly rotation (subject to change)

Hours
37.5 Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.