IT Support (Banking)

Key Responsibilities

Desktop, Hardware & Software Support

• Provide Tier 1 and Tier 2 technical support for desktop computers, laptops, printers, peripherals, and other IT equipment.

• Diagnose, troubleshoot, and resolve hardware, software, operating system, and application-related issues.

• Install, configure, update, and maintain Windows operating systems, desktop applications, and other company-approved software.

• Provide technical assistance for Microsoft Office applications, email clients, business applications, and other enterprise software.

• Troubleshoot computer performance issues, system errors, application crashes, connectivity problems, and device configuration concerns.

• Assist with desktop imaging, software deployment, system upgrades, and workstation configuration.

• Ensure proper installation, configuration, and maintenance of computer hardware and software.

Windows & Enterprise Application Support

• Provide technical support for Windows desktop environments and enterprise applications.

• Troubleshoot issues involving user accounts, system access, application permissions, and authentication.

• Support local and client-server applications, ensuring availability and proper functionality.

• Assist with Microsoft Active Directory, user account administration, password resets, and access management.

• Support Microsoft Exchange and email-related concerns, including mailbox access, Outlook configuration, and email connectivity.

• Assist with software installation, patch management, application updates, and system maintenance.

• Coordinate with system administrators and infrastructure teams to resolve complex technical issues.

Systems, Network & Security Support

• Troubleshoot basic network connectivity issues involving LAN, Wi-Fi, VPN, DNS, DHCP, and TCP/IP.

• Provide support for network-related concerns affecting desktop computers, applications, and enterprise systems.

• Assist in monitoring system performance, identifying technical issues, and escalating infrastructure-related concerns.

• Follow IT security policies and procedures when handling user access, endpoint protection, software installation, and system configurations.

• Support endpoint security, antivirus updates, security patches, and other desktop security requirements.

• Assist in identifying and resolving potential security or system vulnerabilities in coordination with the IT security team.

Enterprise Platforms & Infrastructure Support

• Provide basic operational support and troubleshooting for enterprise IT platforms and services.

• Assist with Microsoft System Center Configuration Manager (SCCM) for software deployment, endpoint management, patching, and desktop configuration.

• Support Microsoft Azure services and cloud-based enterprise environments.

• Assist with AWS (Amazon Web Services)-related support activities and cloud infrastructure concerns.

• Provide basic support for VMware virtualization platforms, including virtual desktop and virtual machine-related issues.

• Coordinate with infrastructure, network, security, and cloud teams for issues requiring advanced technical intervention.

• Assist in maintaining system documentation, IT asset records, and technical support procedures.

IT Service Management & User Support

• Receive, document, monitor, and resolve IT support requests through ticketing systems, email, or other support channels.

• Ensure that incidents and service requests are handled within agreed service-level agreements (SLAs).

• Properly document troubleshooting steps, resolutions, and technical findings.

• Escalate unresolved or complex issues to the appropriate technical support teams.

• Provide clear technical guidance to employees and end users regarding system usage and troubleshooting procedures.

• Maintain a professional and customer-focused approach when handling technical concerns.

• Participate in IT maintenance activities, system upgrades, and continuous improvement initiatives.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or any related course.

• At least 2 years of relevant experience in IT Support, Desktop Support, Technical Support, or IT Operations within an enterprise environment.

• Hands-on experience providing support for Windows operating systems, desktop applications, computer hardware, and enterprise software.

• Experience in Tier 1 or higher desktop support, preferably with exposure to desktop architecture and enterprise endpoint environments.

• Working knowledge of systems administration, networking, information security, and enterprise IT infrastructure.

• Experience troubleshooting hardware, software, operating system, application, and network-related issues.

• Familiarity with Microsoft enterprise technologies, particularly SCCM, Microsoft Exchange, and Active Directory.

• Basic to working knowledge of cloud and virtualization platforms such as Microsoft Azure, AWS, and VMware.

• Understanding of client-server applications, local applications, and enterprise system environments.

• Familiarity with IT service management processes, incident management, and ticketing systems.

• Good troubleshooting, analytical, and problem-solving skills.

• Strong communication and customer service skills, with the ability to assist both technical and non-technical users.

• Ability to work independently and coordinate effectively with different IT teams.