IT / Level 3 Support Specialist (US)

Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$86,840 - $130,000 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. 

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Technology Solutions

Job Description:

This role involves handling the most complex technical issues requiring expert-level knowledge to troubleshoot and resolve problems, often including deep system architecture understanding, advanced network configurations, and intricate software troubleshooting; key technical skills needed include in-depth knowledge of the product/system, advanced troubleshooting abilities, scripting/programming skills, strong analytical skills, and the ability to collaborate with development teams to identify root causes and implement solutions. 

Key responsibilities of an L3 Support role:

• Advanced troubleshooting: Investigating and resolving highly complex technical issues that cannot be handled by lower-level support teams. 
• Root cause analysis: Identifying the underlying cause of complex problems by analyzing system logs, configurations, and code. 
• Collaboration with development teams: Working closely with engineers to report bugs, discuss potential solutions, and provide feedback on product improvements 
• Technical documentation: Creating and maintaining knowledge base articles to document complex troubleshooting steps and solutions 
• Customer escalation management: Handling critical customer issues that require immediate attention and expert intervention 
• Performance optimization: Analyzing system performance metrics and identifying areas for improvement 
• Security incident response: Investigating and mitigating security breaches within the system 

Depth & Scope:

• Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutions
• Works independently and/or autonomously as a senior/ lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/ educate others
• Assignments are highly complex and multifaceted
• May monitor, coach/ educate a small team of IT professionals
• Acts as a key resource in the exchange of technical information for project teams, the business and/or outside vendors
• Generally reports to a Senior Manager or Executive

Education & Experience:

• Undergraduate degree or Technical Certificate
• Graduate degree, preferred
• 7+ years relevant experience
• Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutions
• Works independently and/or autonomously as a senior/ lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/ educate others

Preferred Qualifications:

• Deep expertise in the product/system:

Thorough understanding of the system architecture, functionalities, and technical intricacies 

• Advanced network troubleshooting:

Proficiency in network protocols, routing, firewalls, and network security 

• System administration skills:

Expertise in server management, operating systems, and system configurations 

• Programming and scripting knowledge:

Ability to write scripts for automation, data analysis, or system management 

• Database management:

Understanding of database structures, query languages, and data manipulation 

• Cloud computing expertise:

Familiarity with major cloud platforms and their services (AWS, Azure, GCP) 

• Security knowledge:

Awareness of security best practices, vulnerability management, and incident response (CISSP)

Soft Skills:

• Excellent communication skills: Clearly explaining technical concepts to customers and stakeholders with varying levels of technical understanding 
• Analytical thinking: Ability to break down complex problems into manageable components and identify root causes 
• Problem-solving skills: Creative approach to finding solutions to challenging technical issues 
• Customer focus: Prioritizing customer satisfaction and delivering timely resolutions 
• Teamwork: Collaborating effectively with other support teams, engineers, and product managers 

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.

Our Total Rewards Package

Our 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 base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding
We 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

If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.