DESIGNATION: DESKTOP SUPPORT ENGINEER L2
DESCRIPTION:
The IT Support Engineer will be responsible for providing technical assistance to bank employees, ensuring smooth operations of banking applications, resolving hardware/software issues, and assisting with IT security implementations. The role requires expertise in troubleshooting banking applications, coordinating with different IT teams, and supporting end-users both remotely and onsite.
Key Responsibilities:
- Application & Software Support:
- Install, troubleshoot, and support T24 (Temenos) application.
- Troubleshoot core banking web application issues.
- Install and support ICCS applications for FAB major users.
- Coordinate with the Application and IMAG teams for access and password-related issues.
- Migrate and configure Outlook emails for users.
- IT Security & Compliance:
- Install and configure Pulse Secure VPN for WFH employees.
- Implement BitLocker encryption on bank laptops.
- Assign and implement Vasco tokens for user authentication.
- Install and update DLP (Data Loss Prevention) software on desktops and laptops.
- Technical Support & Troubleshooting:
- Provide remote and onsite support for 10 FAB branches in Abu Dhabi and 2 back-office locations.
- Troubleshoot printers, Qmatic servers, and display issues in FAB branches.
- Handle technical issues through HP Service Manager and RPA tools.
- Assist in the Windows 10 migration project for bank laptops and desktops.
KRA:
Performance Indicators
- Application & Software Support- % of resolved application issues within SLA
- Number of successful T24/ICCS installations IT Security & Compliance
- Timely implementation of BitLocker and Vasco tokens
- Compliance with DLP policies Technical Support & Troubleshooting
- First-call resolution rate
- Number of tickets closed within SLA Remote & Onsite Assistance
- User satisfaction rating
- % of remote issues resolved without onsite visit Windows 10 Migration
- Number of systems successfully migrated
- Downtime minimized during migration
DEPARTMENT: GLOBAL CSD
Experience: 4-6
QUALIFICATION: B TECH,B E in Electronics & Communication
SKILL: Azure, Compliance, Hardware and Networking, Hardware Asset Management, Wintel, Soft Skill, ITIL, AD and O365,Communication,Windows Server ,Data Center
EMPLOYMENT TYPE: Probation
LOCATION: Bangalore
