The Core Responsibilities Of The Job:

• Technical Support (60%)
• Support of Desktop / Laptop / Smartphone issues from various support channels (phone or ticket system).
• Be the first point of contact providing solutions to internal enterprise applications.
• Provide top quality support to all levels of Bank employees.
• Experience with ITIL-based service desk solutions, such as Service Now, Sys-Aid and Atlassian.
• Ability to leverage multiple vendors to troubleshoot issues efficiently.
• Maintains the Bank’s audio / visual and teleconferencing equipment.
• Executes the Move/Add/Change requests of Bank employees and relocation.
• Maintain, update, and categorize tickets within SLA with procedural follow ups.
• Maintain the First call resolution above 90% on regular basis.
• Managing incidents and service requests effectively; ensuring information is captured in the ticketing tool.
• Continuously improve the internal knowledgebase with common IT issues.
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Assesses recurring issues to create automated processes where possible
• Sets up and deploys IT equipment for new employees
• Guides users through computer onboarding and upgrading processes
• Project Implementation (10%)
• Assist in the System Admin team with various tasks such as preparing of Windows Server and patching.
• Assist in the rollout of endpoint software via software automation / scripts or Group Policy.
• Participate in Change Management and assist in implementing end-point related changes.
• Operational improvements & Administration (10%)
• Maintain adequate stock needed for IT Operations. Keeping IT storage room tidy.
• Support all business-critical applications are ready in the case of disaster recovery exercise.
• Helps manage inventory of endpoint IT equipment
• Follows-up and updates customer status and information
• Tracking and managing IT assets (hardware & software) throughout their lifecycle, ensuring logical and consistent operational processes are defined and standard systems are implemented to acquire and maintain assets Assist in the maintaining the patch level for all-things end-point related on all 2000 desktop/laptops.
• Actively collecting and provide feedback to IT management about service levels.
• Monitor Office 365 and other essential services critical to enterprise day-to-day operation.
• Security & Compliance (10%)
• Assist in quarterly logical access audit, producing reports and verifying it with each department.
• Maintains good audit logs on all tasks related to logical or administrative access management via ticket system.
• Ensure all ACL and access changes are clearly documented for internal audit.
• IT Procurement (10%)
• Forecast and procure IT equipment needs to keep up with day-to-day operations.
• Assist in login to customer portal for multiple vendors and download invoices.
• Assist in preparing invoices for signatory approval along with proper GL codes.
• Assist in processing procurement requests from the IT department, perform RFQ and create PO.
• Answer any emails regarding payments, inquiries, and accounting questions

Let's Talk About You!

• A college diploma in IT Computer Systems or Networks or relevant experience is required
• Higher accreditation (e.g., Bachelor of Computer Science) is an asset
• Advanced communication skills to troubleshoot, advise, and educate end-users and other stakeholders
• Ability to use good judgement to make effective decisions with a professional demeanour in a fast-paced environment with dynamic expectations
• Demonstrated time management and prioritisation skills, and ability to manage multiple projects
• Strong team-player skills, such as respect, reliability, consistency, thoroughness, trust, and co-operation
• Advanced ability to set up hardware and install relevant systems and software
• Comprehensive understanding of computer systems, mobile devices and other technology products
• Security minded when executing all tasks
• Customer-oriented and cool tempered
• Working knowledge of procurement of IT equipment as well as processing invoices
• 1 – 3 years of technical experience in troubleshooting:
• Microsoft Office 365
• Windows 10 and 11
• Various Windows Server systems, such as 2012, 2012 R2, 2016, and 2016 R2
• Microsoft Bit Locker Administration and Monitoring
• Audio/Visual Equipment, Conferencing Bridges, Microsoft Teams, Cisco Jabber
• Various browsers such as IE 11, Edge, Firefox, Chrome, and Safari
• PDF software, such as Foxit and Adobe
• Digital fax systems, such as HP Capture and Route
• DNS and different types of records
• AD, ADFS, AAD, Group Policy, ADMX for Office and Chrome, cck2 for Firefox
• IIS 7, ASP and similar Web Servers and Systems
• Variety of Mobile Devices such as Apple i OS and Android N+
• Peripherals such as docking stations, printers, scanners, webcams