Field Tech Senior Associate

Position Description/Justification For Internal Reference Only :

Career Arch Job code Overview and General duties and tasks For Internal Reference Only :

Role Responsibilities:

• Be a contributing member of the EUC Team providing support to End Users in a Client Environment
• Work is guided by operational and project objectives and measured on SLAs, CSFs & KPIs aligned to the same.
• Work on Day-to-Day Incident Resolution & Request Fulfilment aligned to ITIL Framework
• Involved with IMAC (Install, Move, Add, Change) for Desktops, Laptops, Monitors, Printers and other IT Equipment and Peripherals as needed, between desks, floors or buildings as required.
• Learn new and emerging technologies as needed, guided by business requirements.

Requirements and Preferences:

• 3 to 5 Years’ experience in End User Computing, IT Support, Asset Management needed.
• Good troubleshooting skills in Windows, Office, COTS & End User Hardware Support
• Basic understanding of ITL Framework is a must.
• Experience in using ITSM Tools like Service Now, Remedy etc.
• Good Communication Skills (Written & Spoken) in English
• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Willingness to work on rotational shifts 24x7.
• Travel including overnight domestic may be required.

High Touch

Qualification/Work Experience Required :

• University or Polytechnic graduate in Information Technology, Computer Engineering or related disciplines.
• Minimum 2-5 years of relevant deskside/end user support work experience required for Junior; 6-9 years for Intermediate and 10 years or more for Senior.
• Prior work experience in supporting trade floor is preferred.

Skills Required:

• Minimum 4 years of relevant work experience in banking/financial industry.
• Prior experience in supporting trade floor environment preferred.
• Ability to communicate technical concepts to non-technical audience.
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline.
• MCSE (Microsoft Certified System Engineer) and/or MCSA (Microsoft Certified System Administrator) is a plus.
• Strong knowledge for Microsoft Operating Systems like Windows 10/11.
• Knowledge for MAC OS is a plus.
• Good understanding of MS Office Suite.
• Strong desktop hardware and software troubleshooting skills.
• Experience in supporting BYOD handheld devices (eg. Apple/Android devices)
• Basic networking knowledge is a plus.
• Must be a solid team player with strong interpersonal skills.
• Strong analytical mind, resourceful, great initiative and effective written and verbal communication skill is a must.
• Scripting skills, while not essential, is an added advantage.
• Able to deliver in tight timelines and work well under pressure.
• Able to identify, escalate and resolve problems in timely manner.