DESKTOP SUPPORT ENGINEER L2

The Desktop Support Engineer L2 will be responsible for providing technical assistance to bank employees to ensure smooth operations of banking applications, resolve hardware/software issues, and assist with IT security implementations. Your role will involve troubleshooting banking applications, coordinating with different IT teams, and supporting end-users both remotely and onsite. Key Responsibilities: Application & Software Support: - Install, troubleshoot, and support T24 (Temenos) application. - Troubleshoot core banking web application issues. - Install and support ICCS applications for FAB major users. - Coordinate with the Application and IMAG teams for access and password-related issues. - Migrate and configure Outlook emails for users. IT Security & Compliance: - Install and configure Pulse Secure VPN for WFH employees. - Implement BitLocker encryption on bank laptops. - Assign and implement Vasco tokens for user authentication. - Install and update DLP (Data Loss Prevention) software on desktops and laptops. Technical Support & Troubleshooting: - Provide remote and onsite support for 10 FAB branches in Abu Dhabi and 2 back-office locations. - Troubleshoot printers, Qmatic servers, and display issues in FAB branches. - Handle technical issues through HP Service Manager and RPA tools. - Assist in the Windows 10 migration project for bank laptops and desktops. Key Result Areas (KRA): Performance Indicators: - Application & Software Support: % of resolved application issues within SLA, Number of successful T24/ICCS installations. - IT Security & Compliance: Timely implementation of BitLocker and Vasco tokens, Compliance with DLP policies. - Technical Support & Troubleshooting: First-call resolution rate, Number of tickets closed within SLA. - Remote & Onsite Assistance: User satisfaction rating, % of remote issues resolved without onsite visit. - Windows 10 Migration: Number of systems successfully migrated, Downtime minimized during migration. Experience: 4-6 years Qualification: B TECH, B E in Electronics & Communication Skills Required: Azure, Compliance, Hardware and Networking, Hardware Asset Management, Wintel, Soft Skills, ITIL, AD and O365, Communication, Windows Server, Data Center Employment Type: Probation Location: Bangalore,