Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
Job Description:
Deliver superior End User Experience while ensuring a managed, secured End User environment
Support various LOB users through direct end user support or through projects that deliver changes to the end user environment
Keeping endpoint devices in compliance with Bank standards
Handle client questions, incidents, and requests. Tracking, measuring, and escalating as appropriate
Adhere to industry and corporate standards and best practices while maintaining a high level of efficiency
Assist with patching and upgrading End User devices
Availability for ad-hoc work after hours and on weekends where necessary
Ability to work in a high-pressure, fast-moving environment
Provide IT support to major conferences and events
Responsibilities:
Supports execution of the day-to-day restoration of incidents and work orders for hardware and software and ensures adherence to agreed service levels
Facilitates the resolution of reactive and proactive problems throughout the service lifecycle and follows incident and service management processes
Interfaces between end users and third-party hardware vendors to resolve hardware dispatch tickets
Acts as a Subject Matter Expert (SME) in support of enterprise and Line of Business (LOB) products and functions, including corporate mobility and business continuity support
Partners with peer technology support teams, including product managers, desktop engineering, application support, and problem management teams, to improve processes and communications
Drafts procedures and documentation for application support knowledge management
Contributes to high level organizational operating systems, applications, and hardware initiatives, ensuring timely and successful completion
Required Skills:
Bachelor degree holder in Computer studies or IT related disciplines
Extensive experience in supporting trading and banking
Knowledge of desktop operating systems and infrastructure required to implement and support enterprise deployments
Knowledge of various AV software and hardware equipment
Knowledge of Desktop Services, Cyber security and Identity and Access standards and practices
Project and event management skill
Analytical, problem solving, facilitation skills
Positive attitude, self-motivated, able to work under pressure and accept challenges, supportive attitude for other teams
Strong team player, able to work efficiently under pressure
Proactively plan and identify risk to be remediated
Strong focus on client experience
Basic understanding of BNM Risk Management in Technology (RMiT)
Desired Skills:
Hardware Knowledge: Proficient in troubleshooting and repairing Desktop, Laptop and Thin Client
Operating System: Expertise in Windows 10, 11, LTSC,
iOS, iPadOS for installation and maintenance
Networking: Basic knowledge of network configuration, TCP/IP, Firewall and troubleshooting connectivity issues
Security: Understand data loss protection, encryption, and cybersecurity best practices
Customer Service: Strong communication skills, ability to simplify complete technical terms into understandable language for our customers
Software Management: skills for installing, updating, troubleshooting, and maintaining software applications and security patches
Virtualization: familiarity with virtual machines
Automation: Knowledge in PowerShell scripting