IT Engineer

Job description

Key Responsibilities

• User Application Access Management & Desktop Support

• Oversee & ensure delivery of desired IT Desktop Support to Branch Users, providing timely trouble shooting & resolution of hardware, software & access-related issues

• Support Branch Admin in raising of required User office & application accesses, as well as desktop devices for on boarding of new joiners in line with Bank Policies & Procedures

• Management of access controls to restricted areas of the Branch

• Facilitate existing Branch & Regional Representative Offices (Hub) Users with raising of requests for new access, access modifications/transfers/revocation

• Manage & maintain shared IT infrastructure across branch, i.e., shared laptops & video conferencing devices

• Provide desktop support (technical assistance on IT software applications, operating systems & hardware devices)

• Prompt attention to requests &/or tickets raised by Hub Users on issues encountered, with proper closure with affected User(s).
  
  

• Support Hub Users on business initiatives requiring technology support

• IT Vendor & Asset Management

• Identify, onboard & manage key IT vendors to support Hub's IT needs

• Execute IT asset requisition/refresh/disposal in line with established procedures

• Ensure proper documentation of Hub's IT assets, with regular review of IT inventory, tagging/maintenance/disposal of assets

• Network Devices & Server Room Maintenance

• Branch point-of-contact for all infrastructure matters

• Management & maintenance of Branch server room, infrastructure & network devices in close coordination with Head Office IT Operations teams & appointed vendors

• Deliver continuous connectivity with Head Office & Marketplace by ensuring proper function of server room; with daily checks on air-conditioning & Uninterrupted Power Supply (UPS) units, as well as the routers & network equipment

• Able to manage & leverage on the monitoring devices installed, as well as establish close working rapport with Head Office Network Operations Centre (NOC) to ensure health of server room & prompt attention to any exceptions observed/raised

• Incident Management & Escalation

• Adopt a proactive support posture by identifying potential risks, recuring issues & recommending improvements to prevent future disruptions

• Lead local incident responses, ensuring timely logging, escalation & resolution of IT-related issues affecting Branch operations

• Serve as the bridge between Branch & Group IT &/or Information Security for root cause analysis, implement rectification measures, & where possible, refine systems &/or processes to prevent future recurrences

• Escalate issues &/or incidents encountered in line with established procedures

• Log incidents, inclusive of detailed troubleshooting actions taken, & where required, furnish incident reports to Branch Risk Management

• Documentation & Knowledge Management

• Maintain & continually update a complete library of Branch IT documentation, including manuals, procedures & technical user guides to ensure relevance to current regulatory & marketplace requirements

• Lead development & maintenance of a Knowledge Bank & User Guide Repository to support Branch users & new joiners

• Drive IT & Information Security awareness initiatives within the Branch, ensuring all users are informed of key procedures & security practices.
  
  

Desired Competencies

• Technical Proficiency

• Strong understanding of network devices, desktop & laptop hardware, desktop operating systems, Microsoft Windows OS & Office Tools, enterprise device management & basic networking concepts

• Familiar with Active Directory, remote desktop support platforms & IT service management/ticketing systems

• Current on IT & data security related issues, to provide effective oversight & guide Branch Users on device management & service utilization

• Character & Work Ethic

• Proactive & accountable, demonstrates integrity & strong sense of accountability in handling systems, data & User support

• Pursues excellence in service delivery, consistently going the extra mile to maintain operational readiness

• Problem Solving & Resilience

• Quick thinker with solution-oriented mindset, cognizant of business significance & time priorities

• Calm under pressure, especially when managing issues or incidents to promptly

• Able to anticipate potential IT &/or info security related issues & take preventive action before Branch users are affected

• identify appropriate resolution partners & steps

• Communication & Service Attitude

• Communicates technical matters clearly & concisely to both IT & non-IT stakeholders

• Builds trusted relationships with users, Group IT & info security team & vendors by consistently delivering quality support

• Adaptability & Cultural Awareness

• Comfortable working with overseas IT & Information Security teams in a multicultural environment

• Adapts readily to evolving business needs & regulatory environment, maintaining composure & professionalism at all times.
  
  

Required Skill Profession

Other General