Beschreibung
IT Support
Frankfurt, Germany
Contract - 1 Year
- Support the Bank's technical environment, including desktops, laptops, screens, video cameras, voice recording system, telephone handsets and headsets, Dealerboards and mobile phones.
Primary Responsibilities
- Provide 1st and 2nd level support for all IT related user problems.
- Provide cover to Bank's IT support, answering calls, creating tickets, inform or arrange direct contact with other team/team member, if required to solve or escalate any issues.
- Coordinate and support working place installation, movement of desk positions and office restructuring from an IT perspective.
- Coordinate and support any IT related activities in conjunction with building services, vendors and suppliers.
- Ensure incidents and service requests reported via the Bank's ticketing system are escalated to the appropriate resolver group as required, monitored, managed and progressed.
- Monitor activities on any local installations and services and assure availability.
- Perform daily checks of the Bank's conference and meetings rooms (including VTC rooms), logging tickets and escalating exceptions if and when are identified.
- Perform daily visual control of MER (fire suppression system, temperature, UPS etc.) and check the regularity within the SMBC(E) IT room policy.
- Support hardware replacement. Ensure monitoring and documentation of disposal.
- Support any system enhancement, development, release upgrades, business continuity and disaster recovery activities (planning, documenting, testing, implementing and verifying).
- Ensure adherence to the Bank's standards, strategies, policies and procedures.
- Keep close contact and communication with other team member/line manager, even located or split into different branch or office location.
- Take part in IT Team meetings locally, if possible, or via phone, or VC.
- Be prepared to provide your support from different location like Dusseldorf or London.
- Be prepared to support MultiCash & BAIS via DUS for Frankfurt customers.
- Fulfill necessary training in Dusseldorf.
- Be prepared to provide support early/late hours, on local holiday and weekends, if required.
- The support staff in Frankfurt will be expected to work closely with other system groups in London, New York and Tralee. Fluent spoken German and English will be necessary for the role due to the degree of interaction with other locations.
Key Skills and Competencies
- The individual will be expected to have a broad technical and troubleshooting skills in Windows desktop and server technologies, to include windows operating system, Microsoft office, Citrix and ideally exposure to a range of soaftware packages, including those used in financial service companies.
Key skills include:
- Practical knowledge of Microsoft Technologies, including Windows Desktop (7/10), Active Directory, SCOM and SCCM
- Practical knowledge of desktop deployment technologies
- Practical knowledge of desktop/productivity applications such as MS Office
- Good knowledge of Microsoft underlying technologies - DHCP, DNS, Active Directory, File/Print Servers etc
- Working knowledge of Microsoft Configuration manager (SCCM)
- Ability to see problem tickets through to resolution nd to coordinate with various teams in fault finding process
- Knowledge of ITIL service delivery best proactive
- Working to tight SLAs with experience of call logging systems (HEAT, ServiceNow etc)
- In depth hardware knowledge of many products (Desktops, Laptops, Printers and Scanners etc).
Desirable skills to include:
- Familiarity with network protocols and technologies - DNS/DHCP etc
- Familiar working in a highly virtualised environment (VMware, v Sphere etc) and well as Citrix products - ZenApps/XenDesktop etc
- Scripting knowledge - Powershell, VBscripts etc
Competencies to include:
- Ability to apply and enhance own technical knowledge. Ensuring this is kept up to date with industry advancements and that knowledge is shared with other team members.
- Ability to manage multiple tasks and priorities, ensuring the a the highest possible level of service is provides to end users with limited disruption to IT systems.
- A strong awareness of security and compliance risks and strong adherence to policies and procedures, ensuring the local environment meets all expected security and regulatory standards.
- Able to work alone and within a team and capable of interfacing directly with all levels of users and management
- Enthusiastic, reliable and with a positive attitude.