Assistant Vice President, Technology Support Sr. Analyst, Employee Technology Support

This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include performing complex technical problem resolution of hardware and software issues remotely, by telephone, and/or on location for end users. Job expectations include working proactively to perform analytical, technical, and administrative functions, communicating technical information to clients and partners with care and empathy, and supporting peers and team members as needed.

Responsibilities:

. Supports execution of the day-to-day restoration of incidents and work orders for hardware and software and ensures adherence to agreed upon service levels

. Facilitates the resolution of reactive and proactive problems throughout the service lifecycle and follows incident and service management processes

. Interfaces between end users and third party hardware vendors to resolve hardware dispatch tickets

. Partners with peer technology support teams, including desktop engineering, product managers, and application support teams to identify resolutions to incidents

. Investigates complex technology incidents to diagnose and resolve underlying causes impacting end users

Required Skills:

. Hardware Knowledge: Proficient in troubleshooting and repairing Desktop, Laptop and Thin Client

. Operating System: Expertise in Windows 10, 11, LTSC, iOS, iPadOS for installation and maintenance

. Networking: Basic knowledge of network configuration, TCP/IP, Firewall and troubleshooting connectivity issues

. Security: Understand data loss protection, encryption and cybersecurity best practices

. Customer Service: Strong communication skills, ability to simplify complete technical terms into understandable language for our customer

. Software Management: skills for installing, updating, troubleshooting and maintaining software applications and security patches

. Virtualization: familiarity with virtual machines

. Availability for ad-hoc work after hours and on weekends where necessary

Desired Skills:

. Bachelor degree holder in Computer studies or IT related disciplines

. Experience in trading and banking desktop support, and supporting banking applications an advantage.