IT Support Analyst II

at  TD Bank

JOB DESCRIPTION:

We are seeking a dedicated and experienced L2/L3 Support Representative to join our team. The ideal candidate will be responsible for supporting Microsoft Teams and Cisco Webex, providing after-hours support, managing incidents, and developing reports. This role requires strong technical skills, excellent problem-solving abilities, and the capacity to work effectively under pressure.

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1-2 years relevant experience
• Proven experience in supporting Microsoft Teams and Cisco Webex.
• Strong understanding of incident management and after-hours support.
• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Strong communication and interpersonal skills.
• Experience with report development and data analysis tools is a plus.

PREFERRED SKILLS:

• Experience with other communication platforms and tools.
• Knowledge of scripting languages such as PowerShell or Python.
• Familiarity with ITIL framework and best practices.

WHO WE ARE:

TD is one of the world’s leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

• Provide L2/L3 support for Microsoft Teams and Cisco Webex environments.
• Offer after-hours support to ensure the availability and reliability of communication platforms.
• Manage and resolve incidents related to Microsoft Teams and Cisco Webex.
• Develop and maintain reports to track system performance and incident resolution.
• Collaborate with cross-functional teams to identify and implement improvements to support processes.
• Monitor system performance and troubleshoot issues as they arise.
• Ensure compliance with security policies and procedures.