IT End User Support - Banking

Role overview

Technical skills

• Windows OS administration, configuration, imaging and troubleshooting; banking application and customer service familiarity.
• Microsoft 365, Active Directory and server administration.
• Basic TCP/IP, DNS, DHCP, switch and Wi-Fi networking; printer and peripheral support.
• Endpoint management using Intune, Kaspersky, Defender or an equivalent solution.

Core competencies and availability

• Willingness to work rotational shifts, on-call and emergency response.
• Strong customer service, communication, troubleshooting and analytical abilities; able to work independently and under pressure.
• Team collaboration, accountability, attention to detail and time management.

Key responsibilities

• Support desktops, laptops, printers, mobiles, peripherals, meeting rooms and Teams Rooms; resolve incidents within SLA.
• Act as first contact through phone, email, walk-ins and ticketing; log, troubleshoot and escalate incidents.
• Support banking users and applications across branches, head office, contact center, corporate functions and VIP or senior management users.
• Manage Active Directory and Microsoft 365 accounts and permissions; support workplace applications, password resets, mailboxes, onboarding and workstation setup.
• Troubleshoot connectivity and basic network issues, activate switch ports, support structured cabling and escalate complex infrastructure issues.
• Maintain asset and license inventories, perform audits, and coordinate replacement, disposal and warranty claims.
• Track ITSM tickets, maintain knowledge articles, identify recurring issues, and support projects, office moves and deployments.
• Provide weekend, after-hours, rotational-shift and on-call support as needed.

Joining timeframe