Monitors, restores service, changes, supports, and handles day-to-day activities 7 / 24 / 365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed.

Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements.

Provides the Help / Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident.

Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications.

Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.

Primary Responsibilities include :

Installation, Troubleshooting and Support for Operating System windows 7 / 10 / 11, MAC OS), MS Office 365 suite, One Drive, MS teams, and other Investment & Corporate Banking / Trading applications.

Imaging / Re-imaging of corporate and BYOD end user systems (Laptops / Desktop / Thin Client devices) utilizing SCCM platform based on Service Now approved tickets

Provide excellent technical and troubleshooting support on Mobility devices such as : (Android / iOS / iPhone / iPads), Mobile Device & application Management to BMO Capital Markets executives and users.

Provide MFD’s Support for the Imaging devices (print / scan / copy / fax) at the site.

Internal Move / Add / Change support including large scale / bulk office moves / re-stacking activities, etc. (all moves).

Well versed in providing White Glove VIP / Concierge Services, Home / Remote support to ALL BMO CM (Capital Markets) end user community.

Multi- Tasking attitude and capabilities is a must for this position.

Provide IT orientation and training to ALL new CM employees on existing Desktop / Laptops systems and software.

Ability to coordinate CM End users’ issues with various Level 3 Server / Network support groups and project teams for service delivery enhancements, maintenance and upgrades.

Provide Smart Hands and Eyes Support - for servers, network and security devices in remote site locations, as per BMO policies and procedures and when requested by IT management.

Provide accurate and timely logging of customer incidents / services requests in Service Now to meet agreed upon service level agreements (SLA).

Supporting ALL End User Device Lifecycle Management activities as per BMO Capital Markets policies and procedures.

Participate in maintain appropriate IT equipment Inventory and sparing requirements.

Maintain Asset Management tools that support automatic discovery (such as SCCM), facilitate effective device deployment, re-use of assets, and provide a common view of user’s information

Provide value added end user consultation for short how to questions .

Perform end-user related Audit / Compliance / Security controls such as : Access reviews, risk assessments, controls verifications, Asset Management facility inspections, maintenance of verification logs on need basis.

Provide On-call support if required outside business hours on a rotational basis

Provide IT end user support for disaster recovery and emergency response activities in the event of emergency situations at local site

Provide basic AV and conference room and meeting setup service during business hours and as requested.

Follow standard ITIL best practices for Tickets. Service Requests and Change / records and device management.

Ability to provide a first line support for business / market data applications such as : Bloomberg, FactSet, etc. and escalate to application teams for more complex issues.

Ability to participate in supporting and answering calls on AWS connect & IPC voice support is important.

Qualifications :

Typically 5 years of work experience in IT or business environment and / or B.S. / B.A. in computer science, engineering, information systems, math or business.

Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.

Knowledge of support and operations practice, concepts, and technology obtained through formal training and / or work experience.

Technical and / or business functional knowledge of systems, tools, timing, and dependencies.

Technical proficiency gained through education and / or business experience.

Verbal & written communication skills - In-depth.

Collaboration & team skills - In-depth.

Analytical and problem solving skills - In-depth.

Influence skills - In-depth.

Data driven decision making - In-depth.

Compensation and Benefits :

$61,600.00 - $114,400.00

Pay Type : Salaried

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure.

Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards.

BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit :

We’re here to help

At BMO we are driven by a shared Purpose : Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people.

By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one for yourself and our customers.

We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs.

From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives.

BMO is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters : BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property.

BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.

Last updated : 2024-03-04