IT Support Specialist

Provide technical support to users of banking applications, Microsoft software, computers, networks and telecommunications. Triage and resolve support tickets, troubleshoot desktop and network issues, configure computers, document procedures and escalate complex problems as part of a global support team.

Responsibilities

• Provide user support for banking applications, software, hardware and telecommunications issues.
• Answer, evaluate and prioritize support requests received by phone, email, voicemail and self-service channels.
• Create, triage, resolve or escalate tickets involving hardware, software, networks and communications.
• Install and configure computers and laptops and troubleshoot desktop, LAN, WAN, remote-access and VPN environments.
• Maintain support ticket records, identify incident trends and produce accurate reports.
• Document support procedures and problem-resolution steps and recommend process updates.

Required Skills

• Windows operating systems
• Microsoft Office
• Active Directory
• TCP/IP networking
• LAN and WAN troubleshooting
• VPN and remote access
• Computer hardware configuration
• Banking applications
• Print device troubleshooting
• Help desk ticketing systems