Role Brief
The Endpoints support officer is responsible for providing day to day technical support on all IT Endpoints (e.g.: Desktops, laptops, ATMs, QMS, Printers, CCTVs, Switch), providing software maintenance, upgrades, troubleshooting, configuration and user training, among others.
Role Responsibilities
Configuration, deployment, setting up and management of workstations, laptops and peripheral equipment.
Provide software/hardware and system troubleshooting support for all endpoints.
Manage the installation and upgrade process of computer hardware and software as per Bank's guidelines and industry best practice.
Ensure the availability of Endpoints and resolution of issues by service providers as per SLA.
Collaborate with computer users to provide technical support and to assist in the resolution of software and hardware problems.
Identify recurring hardware and software problems and recommends plans for prevention and resolution.
Raise Tickets to service providers and follow-up on pending tickets for timely resolution.
Proactively monitor Endpoints using available tools/system ensuring downtimes are identified and resolved with little to no impact to the business.
Offer support by troubleshooting, cable, wireless and other network infrastructure as needed.
Servicing and maintenance of IT hardware equipment.
Ensure timely and cost-effective replacement of network, software and peripheral equipment.
Provide basic user training and dissemination of technological information and updates to all staff.
Auto-configure endpoints patching and push updates from bank's central system, ensuring all computers are fully patched and up to date.
Enforce the adaptation of organizational IT policies and escalate as necessary when challenges are encountered.
Provide second level support to users with IT support issues.
Use available resources to resolve incidents (people, tools and processes).
Incident ownership, follow-up, and closure.
Ensures that the Business Users agrees that the resolution provided addressed their needs prior to Incident closure.
Qualifications
I.T related University degree or equivalent.
A minimum of 2 years' experience with knowledge of IT, Service Desk systems and procedures.
Experience in the Banking hardware and software.
Ability to solve different support problems including those that cannot be resolved using typical methods.
ITSM (ITIL) Certificate / Trainings or equivalent training.
Basic knowledge on MSSQLL DB and networking principles.