Role Brief

• The Endpoints support officer is responsible for providing day to day technical support on all IT Endpoints (e.g.: Desktops, laptops, ATMs, QMS, Printers, CCTVs, Switch), providing software maintenance, upgrades, troubleshooting, configuration and user training, among others.

Role Responsibilities

• Configuration, deployment, setting up and management of workstations, laptops and peripheral equipment.
• Provide software/hardware and system troubleshooting support for all endpoints.
• Manage the installation and upgrade process of computer hardware and software as per Bank’s guidelines and industry best practice.
• Ensure the availability of Endpoints and resolution of issues by service providers as per SLA.
• Collaborate with computer users to provide technical support and to assist in the resolution of software and hardware problems.
• Identify recurring hardware and software problems and recommends plans for prevention and resolution.
• Raise Tickets to service providers and follow-up on pending tickets for timely resolution.
• Proactively monitor Endpoints using available tools/system ensuring downtimes are identified and resolved with little to no impact to the business.
• Offer support by troubleshooting, cable, wireless and other network infrastructure as needed.
• Servicing and maintenance of IT hardware equipment.
• Ensure timely and cost-effective replacement of network, software and peripheral equipment.
• Provide basic user training and dissemination of technological information and updates to all staff.
• Auto-configure endpoints patching and push updates from bank’s central system, ensuring all computers are fully patched and up to date.
• Enforce the adaptation of organizational IT policies and escalate as necessary when challenges are encountered.
• Provide second level support to users with IT support issues.
• Use available resources to resolve incidents (people, tools and processes).
• Incident ownership, follow-up, and closure.
• Ensures that the Business Users agrees that the resolution provided addressed their needs prior to Incident closure.

Qualifications

• I.T related University degree or equivalent.
• A minimum of 2 years’ experience with knowledge of IT, Service Desk systems and procedures.
• Experience in the Banking hardware and software.
• Ability to solve different support problems including those that cannot be resolved using typical methods.
• ITSM (ITIL) Certificate / Trainings or equivalent training.
• Basic knowledge on MSSQLL DB and networking principles.