Level II Support Officer

Principle Accountabilities

• Execute and monitor tasks and programs as outlined in the appropriate task schedules.
• Troubleshoot and analyse problems and either solve them or correctly escalate to the appropriate analyst or vendor without undue delay and coordinate the resolution.
• Speedy closure of the issues and problems assigned to the analyst with pro-active prioritization and feedback.
• Maintaining Data Integrity and security in accordance with banking compliance standards.
• Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves while promoting best practices. Updating and maintaining technical documentation, FAQs and support procedures.
• Install and perform minor repairs to software following the genuine installation or repair instructions.
• Ensure minimal disruption to business during maintenance or upgrade activities.
• Managing administrative ICT Services.
• Assist in Inventory Management, Software Licensing and receipt of software, hardware, stationary and other IT supplies.
• Help enhance relationship with vendors in conjunction with the corporate leadership.
• Prepare status reports and monitor, analyze and evaluate the performance of various systems.
• Identify performance degradation trends and problem areas and actively participate in resolution.
• Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.
• Avail all scheduled reports and also generate ad-hoc reports as requested by the Business Users.
• Work closely with other IT teams to ensure systems are integrated correctly to provide the required services.
• Man the Service desk and assign tickets to respective technicians as applicable.
• Continuous improvement initiatives to enhance response and resolution times.

Key Competencies and Skills

• Strong understanding of core banking systems.
• Familiarity with system architecture, integrations and common failure points.
• Ability to diagnose, analyze and resolve escalated issues within the agreed timelines.
• Proficiency with ticketing system.
• Technical Documentation.
• Ability to support testing and deployment of software changes in coordination with ICT teams.
• Customer Service & Communication.
• Ability to prepare accurate and clear documentation for system issues and resolutions.
• Quickly resolving issues.
• Attention to Detail in report generation and issue resolution.
• Clear and effective communication skills.
• Customer Focus.
• Adaptability and Learning Agility.
• Collaboration and Teamwork.
• Ethics and Integrity.
• Analytical Thinking.
• Effective organizational skills.

Minimum Qualifications, Knowledge and Experience

• Bachelor's degree in information technology, Computer Science, or a related field.
• Professional Certifications such as ITIL, COBIT, Oracle, Ms SQL
• A minimum of 1 year working experience in a busy IT environment as a system analyst with hands on role in application administration.
• Experience in providing support for systems applications, and associated technologies.