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Job Description:Deliver superior End User Experience while ensuring a managed, secured End User environmentSupport various LOB users through direct end user support or through projects that deliver changes to the end user environmentKeeping endpoint devices in compliance with Bank standardsHandle client questions, incidents, and requests. Tracking, measuring, and escalating as appropriateAdhere to industry and corporate standards and best practices while maintaining a high level of efficiencyAssist with patching and upgrading End User devicesAvailability for ad-hoc work after hours and on weekends where necessaryAbility to work in a high-pressure, fast-moving environmentProvide IT support to major conferences and eventsResponsibilities:Supports execution of the day-to-day restoration of incidents and work orders for hardware and software and ensures adherence to agreed service levelsFacilitates the resolution of reactive and proactive problems throughout the service lifecycle and follows incident and service management processesInterfaces between end users and third-party hardware vendors to resolve hardware dispatch ticketsActs as a Subject Matter Expert (SME) in support of enterprise and Line of Business (LOB) products and functions, including corporate mobility and business continuity supportPartners with peer technology support teams, including product managers, desktop engineering, application support, and problem management teams, to improve processes and communicationsDrafts procedures and documentation for application support knowledge managementContributes to high level organizational operating systems, applications, and hardware initiatives, ensuring timely and successful completionRequired Skills:Bachelor degree holder in Computer studies or IT related disciplinesExtensive experience in supporting trading and bankingKnowledge of desktop operating systems and infrastructure required to implement and support enterprise deploymentsKnowledge of various AV software and hardware equipmentKnowledge of Desktop Services, Cyber security and Identity and Access standards and practicesProject and event management skillAnalytical, problem solving, facilitation skillsPositive attitude, self-motivated, able to work under pressure and accept challenges, supportive attitude for other teamsStrong team player, able to work efficiently under pressureProactively plan and identify risk to be remediatedStrong focus on client experienceBasic understanding of BNM Risk Management in Technology (RMiT)Desired Skills:Hardware Knowledge: Proficient in troubleshooting and repairing Desktop, Laptop and Thin ClientOperating System: Expertise in Windows 10, 11, LTSC,iOS, iPadOS for installation and maintenanceNetworking: Basic knowledge of network configuration, TCP/IP, Firewall and troubleshooting connectivity issuesSecurity: Understand data loss protection, encryption, and cybersecurity best practicesCustomer Service: Strong communication skills, ability to simplify complete technical terms into understandable language for our customersSoftware Management: skills for installing, updating, troubleshooting, and maintaining software applications and security patchesVirtualization: familiarity with virtual machinesAutomation: Knowledge in PowerShell scripting
