Acts as the first point of contact for all IT-related concerns, ensuring uninterrupted access to banking systems, user productivity tools, and secure environments.

Responsibilities:

• Provide Level 1 support for desktops, laptops, printers, mobile devices, and peripherals
• Troubleshoot issues related to core banking systems, teller applications, CRM tools, and internal platforms
• Handle user access provisioning (Active Directory, email, VPN, banking applications)
• Monitor ticket queues and ensure SLA compliance (response and resolution times)
• Perform basic network troubleshooting (connectivity, DNS, VPN issues)
• Escalate incidents to Level 2/3 teams with proper documentation
• Assist in IT asset management and inventory tracking
• Support branch users and remote banking staff
• Ensure adherence to IT security policies (password resets, access controls)

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 2–3 years of IT support experience
• Basic knowledge of Windows, networking, and troubleshooting
• Familiarity with ticketing tools (e.g., ServiceNow, Jira)
• Good communication and customer service skills

Required Banking Experience:

• Relevant experience within the banking or financial services industry, or proven experience supporting banking clients, systems, or financial applications.