Work Location:Toronto, Ontario, Canada
Hours:37.5
Line of Business:Technology Solutions
Pay Details:$69,700 - $98,400 CAD
The IT Operations Analyst IV, Premier Support acts as the primary point of contact for onsite and remote technical support, addressing a broad range of inquiries, including hardware, software, e-Messaging, mobile devices, and TD technology processes, for TD Bank Executives and their support staff. This position is based exclusively onsite, Monday through Friday, from 7:30 a.m. to 6:00 p.m., using rotational shifts to support teams across Canada and the United States. The role also includes participation in an on-call rotation to provide after-hours technical support as required. The position emphasizes collaboration, advanced technical expertise, sound judgment, discretion, and a commitment to delivering an exceptional colleague service experience, with a strong focus on high first-visit resolution rates.
Job Description / Accountabilities:The primary accountability of this position is to provide white-glove, first-level technical support in an executive-facing environment.
Key responsibilities include:- Deliver white-glove, first-level technical support to TD Executives, their support staff, and eligible employees, resolving issues related to applications, software, TD-provided devices, and hardware.
- Provide technical support for onsite and offsite events and meetings, including requirements gathering and solution implementation.
- Travel within Canada and the United States to support executive meetings and events as required.
- Ensure service delivery aligns with TD Framework and organizational policies.
- Educate TD Executives, their support staff, and eligible employees on hardware, software, and access request processes.
- Support technology adoption and change enablement by guiding executives and their support staff through new tools, processes, and productivity enhancements.
- Diagnose, troubleshoot, and repair a variety of laptops and desktops.
- Exercise sound judgment when prioritizing executive-impacting incidents, ensuring timely communication, appropriate escalation, and effective follow-through to resolution.
- Adhere to standards, policies, and procedures to ensure compliance with Disaster Recovery and Business Recovery Plans.
- Maintain awareness of industry trends and best practices.
- Participate in testing activities, monitor results, and collaborate on problem resolution.
- Identify opportunities for process improvement and provide ongoing feedback to enhance operational efficiency.
Team Collaboration- Work collaboratively with Premier Support team members, technology partners, vendors, and business stakeholders to resolve issues efficiently and deliver a seamless executive support experience.
- Share knowledge, document support trends, and contribute to continuous improvement opportunities across the team.
- Support cross-coverage, peer coaching, and team readiness for executive events, technology rollouts, and after-hours support requirements.
Team members receive in-depth training and shadowing and are assessed based on colleague interactions, first-contact resolution, technical proficiency, ticketing quality, and overall service delivery.
Qualifications / Skills / Experience:- Superior written and verbal communication skills, with the ability to communicate clearly, calmly, and professionally with executive audiences.
- Flexibility to work variable schedules based on business needs.
- Advanced computing, troubleshooting, and navigation abilities across enterprise technology environments.
- Outstanding customer service orientation with a focus on professionalism, urgency, discretion, and colleague experience.
- Experience with ticketing systems (considered an asset).
- Strong team collaboration skills.
- Proficiency in Microsoft 365 applications (Outlook, Word, Excel, OneNote, PowerPoint).
- Proficient in Microsoft Copilot and other AI-powered productivity tools, with the ability to leverage generative AI to improve efficiency, communication, and decision-making.
- Ability to train TD Executives and their support staff on new technologies, while translating complex technical issues into clear, concise, and business-friendly language.
- Demonstrated professionalism, confidentiality, and sound judgment when handling confidential or sensitive information.
- Ability to manage competing priorities while maintaining a strong focus on colleague experience and timely resolution.
- Demonstrated ability to provide professional, discreet, and high-touch technical support in an executive-facing environment.
- CompTIA A+ certification.
- Undergraduate degree or Technical Certificate
- 3-5 years relevant experience
Technical/Troubleshooting ability:Demonstrated experience supporting the following technologies:
- Operating systems: Windows 11 and Mac OS.
- Browsers: Microsoft Edge, Chrome and Safari.
- Collaboration tools: Microsoft Teams and Webex.
- Mobility: iPhone, iPad, Android, BYOD and Office for Mobile.
- Enterprise tools: Active Directory, Azure, SCCM, JAMF and Service Now.
- Infrastructure and devices: VOIP, telephony devices, networking, Wi-Fi, laptops, desktops, and mobile devices.
Our Total Rewards PackageOur Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more
Additional Information:Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.
Colleague Development If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.
If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.
We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.
Training & OnboardingWe will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.
Interview Process We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!
Language Requirement (Quebec only):Sans Objet
