You will handle the support of systems through maintenance, modification, and problem resolution to support ongoing delivery of services and/or operations. You will serve as a fully seasoned/proficient technical resource, providing technical knowledge and capabilities as a member of our team or as an individual contributor.
What will your responsibilities include?
Engages in business impacting production incidents and end-user problem tickets to work through to resolution, including PC / laptop /thin client hardware, PC / Virtual desktop software, printer 1st level diagnosis, Audio Visual / Telepresence troubleshooting, Blackberry / Android / IOS mobility devices, network connectivity, etc.
Engages in change review meetings with BTG partners to ensure operational readiness for upcoming changes
Engages engineering teams for process and application improvement opportunities
Reviews system documentation for accuracy and update as necessary
Assists BTG partners in working through issues and engaging appropriate operational resources
Software and system fault diagnosis, analysis and fix
Ownership of all user problems through to completion
Risk awareness of technology and business impact
Assisting with other system related activities (IMAC)
Dedicatedly keeps customer updated with problem status at all times
Identifying and reporting risk as appropriate in accordance with the guidelines provided
Engaging with technology partners & vendors on a day to day basis
When time allows you will be expected to provide your technical assistance to your branch colleagues if they require assistance. This assistance may also include travelling to other branch offices to provide backfill or project related assistance
Some out-of-hours and weekend work will be required
What qualifications/skills/competencies will you possess?
Associate degree would be helpful
Equivalent experience in a similar role/industry
Microsoft Certification (MCSE/MCSA/MCP’s)
Maintains a focus on customer/client needs
Communicates in a clear and logical manner, focusing on key points
Displays knowledge of common installation, advanced configuration and in-depth troubleshooting
Follows appropriate troubleshooting guidelines for documented problems according to Kb procedures. Keeps management informed of critical, high severity problems, thoroughly documents actions in ticket
Practically demonstrates clear, concise and accurate communications skills. Complete workload documentation
Works effectively with others by establishing and maintaining positive working relationships
PC/Thin Client/Desktop Support knowledge including Windows Office Suites and core application suites including Windows 7 /10, Server 2012
Market Data troubleshooting experience including Reuters Kobra 3000 Xtra, Bloomberg (including BB Anywhere)
Monitoring Windows/Network file-share quotas
Mobile connectivity (E.g. Blackberry / Android / IOS / Cisco / MAS / VPN / Citrix ICA Sessions)
Basic Server Administration (Windows, Unix, Red Hat / Linux)
Telephony / Audio Visual troubleshooting capabilities and ability to quickly diagnose / isolate campus wide related issues
VBS and Powershell scripting
Monitoring utilization of LAN / WAN network links
Results Driven- individual must be able to drive incidents to resolution and through root cause analysis
Leverages Technology-must utilize multiple bank tools and systems to assess and understand supported environment
Demonstrates Analytical Ability-must be able to assist in resolution of complex issues during high pressure situations
Demonstrates attention to detail-must be able to look for anomalies in the environment that have caused or have the potential to cause operational instability
Communicates and Influences-must be able to communicate to and influence all levels of the organization
About Bank of America Merrill Lynch
Bank of America is one of the world's leading financial institutions, serving individual consumers, small- and middle-market businesses, large corporations and governments with a full range of financial and risk management products and services. Bank of America Merrill Lynch is the marketing name for the global banking and markets businesses.
The company has had a presence in EMEA since 1922. With offices in 23 countries on three continents, it offers an integrated and comprehensive set of products and services across Global Corporate and Investment Banking, Global Markets and Consumer Card, serving the needs of individual, corporate, institutional and government clients, combining the best of local knowledge and global expertise. Developing solutions for social and environmental challenges is at the core of Bank of America Merrill Lynch’s responsibility platform. In more than 90 countries around the world, we partner with employees, clients and stakeholders to help make financial lives better.
If you‘re interested in this opportunity please send your details to us by applying online.
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