Available Position (Company name withheld)

Applications are invited from suitably qualified members of staff to resource the position of Technical Support Officer, Infrastructure & Operations Department, Information Technology and Records Management Division. 

Reporting to the Technical Support Supervisor, the successful candidate will be responsible for:

1. Providing first level of support by receiving, logging calls and assigning tickets to users requiring issue resolution in the areas of software use, networking, information security or hardware operations.
2. Using technical knowledge and problem-solving skills to categorize, prioritize and provide on-spot troubleshooting, determine the best course of action, and resolve issues within the scope of the Helpdesk. 
3. Providing guidance on the proper use of computers and related systems, ensuring users can effectively utilize the technology.
4. Identifying complex or unresolved technical issues and referring to Service supervisor for assignment to relevant IT Teams. 
5. Following up on tickets referred to extended support team to track completion, closing tickets when resolved, monitoring action for updates to customers and undertaking further escalation to ensure that service standards are not breached.
6. Preparing and reporting on resolution metrics to track achievement of service standards, trends in issues requiring resolution and areas for service improvement.
7. Assigning, revoking and purging assigned network accounts in accordance with employee lifecycle and established policies and procedures.
8. Updating the Bank’s Active Directory to support the accuracy of the Bank’s information portals and communication channels.
9. Providing assistance in the technical onboarding and enrollment exercise for new members of staff.
10.  Participating in the Bank's Disaster Recovery and Business Continuity efforts and tests.
11. Keeping abreast of emerging trends in IT support and service management and make recommendations for service improvement. 
12. Collaborating with the Supervisor – Technical Support Centre to implement IT support strategies aligned with business objectives.
13. Participating in incident and threat assessments to determine the best course of action, to include immediate response, root cause analysis and make recommendations to minimize reoccurrence and risk exposure.
14. Fostering a customer-centric culture, ensuring that the Technical Support Centre maintains a high level of responsiveness and professionalism in all interactions with internal and external stakeholders.
15. Assist in the conduct of customer surveys and/or follow up with customers to identify areas for improvement in IT Service Management.
16. Performing any other duty consistent with the nature and function of the job as may be assigned from time to time.

• Bachelor's degree in Computer Science, Information Technology, or a related field, with at least three (3) years of relevant IT experience. 

• Associate of Science Degree or equivalent in Information Technology with at least four years’ experience in different areas of information technology 
• At least one or more of the following certifications or equivalent would be an asset: 
  • CompTIA A+
  • Microsoft Certified Systems Engineer (MCSE) 
  • Information Technology Infrastructure Library (ITIL) Foundation
  • Certified Cisco Network Administrator

• Ability to troubleshoot and resolve technical issues effectively and in a timely manner.
• Proficiency in using support tools and software systems, such as ticketing systems, remote desktop tools, and diagnostic utilities, to streamline support processes and improve efficiency.
• Ability to deliver service in a courteous and pleasant manner.
• Ability to communicate effectively with non-technical customers and operate as part of a team.
• Demonstrated technical expertise in selected IT systems
• Self- motivated and self-starter 
• Demonstrates a desire to exceed expectations.
• Good analytical and problem-solving skills. 
• Sound knowledge of the Bank’s existing information systems infrastructure.
• Ability to be empathetic and exercise discretion in interactions with dissatisfied customers.

• Required to work in a fast paced and stressful environment
• Required to work under pressure without direct supervision
• May interact with demanding and/or uncooperative client contacts.