Desktop Support Engineer (Bank/Financial Services)

We are seeking a skilled IT Support specialist to provide L1/L2. This is 12 months extendable contract position. You will be involved troubleshooting and break-fix support for banking environments. The ideal candidate will address issues in person, via telephone, or through remote access in a timely and accurate manner. Key Responsibilities:

• Technical Support: Perform L1/L2 troubleshooting and break-fix support for all IT hardware and software issues. Install, diagnose, repair, maintain, and upgrade IT equipment including PCs, laptops, IP phones, tablets, smartphones, dealer boards, and printers. Log all incidents and requests in the call logging system, resolve or escalate issues, and ensure closure.
• User Account Administration: Manage user accounts, including setting up and removing access for new and existing users.
• AV and Conference Support: Assist in setting up and troubleshooting town halls, video, and audio conference issues.
• Documentation and Training: Create, update, and publish support documentation. Train users on new technology products and provide education on self-assistance portals.
• Issue Simulation and Resolution: Simulate technical issues encountered by end-users to develop standard, permanent resolutions.
• Move, Add, Change (MAC) Support: Support user desk relocations and equipment upgrades, including moves, adds, and changes.
• Asset Management: Track and monitor IT assets including hardware, accessories, loaned equipment, servicing, decommissioning, and replacements.
• Vendor Liaison: Liaise with third-party vendors to ensure timely support response and resolution.
• Knowledge Management: Actively utilize and contribute to the knowledge management system.

• 2+ Years of proven experience in a similar IT support role, preferably in a banking or financial services environment.
• Strong technical skills in diagnosing and resolving IT hardware/software issues.
• Experience with user account administration and AV conference support.
• Excellent problem-solving skills and ability to simulate and resolve technical issues.
• Effective communication skills for training and documentation purposes.
• Ability to manage IT assets and liaise with third-party vendors.
• Familiarity with knowledge management systems and the ability to contribute to such systems.