DESKTOP SUPPORT ENGINEER L2

DESIGNATION:

DESCRIPTION:

The IT Support Engineer will be responsible for providing technical assistance to bank employees, ensuring smooth operations of banking applications, resolving hardware/software issues, and assisting with IT security implementations. The role requires expertise in 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.

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

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