Technology Support Senior Analyst

Bank of America; Bromley; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Private healthcare

Pension plan

Life assurance

Family leave

Wellbeing resources

Volunteer matching

Job summary

Bank of America in Bromley is seeking a Technology Support Senior Analyst to provide frontline desktop and user support for Windows 11, Office 365 and related technologies.

You will resolve complex OS, app, and hardware issues, document steps, and comply with security policies while delivering calm, customer-focused service to a diverse employee base. This role demands clear communication and teamwork.

Qualifications

• Experience supporting Windows 11 and Office 365 apps.
• Strong AD, GPO and user account management knowledge.
• Good network fundamentals understanding.
• Proficient in hardware troubleshooting for desktops, laptops and printers.
• Experience with mobile devices and MDM.
• Customer-focused, with excellent communication.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment with multiple priorities.
• Collaborative mindset and knowledge sharing.

Responsibilities

• Provide frontline technical support to Bank of America employees.
• Maintain IT infrastructure uptime and productivity.
• Install, configure, and maintain hardware/software; deploy devices; data migrations.
• Log, track and prioritize support requests; document steps and resolutions.
• Adhere to security policies and perform patches and updates.

Skills

Windows 11

Office 365

Active Directory

Group Policy

Network basics

Hardware repair

Mobile devices

Customer service

Troubleshooting

Communication

Multi-tasking

Team collaboration

Tools

MDM solutions

Job description

Job Description:

Job Title: Technology Support Senior Analyst

Corporate Title: Officer

Location: Bromley

Company Overview:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Location Information:

Bromley

Join our bustling Bromley office, situated in one of London's greenest boroughs. Here you'll find plentiful and easy commuting routes, with central London just 15 minutes away by train.

Role Description:

This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include acting as a seasoned contributor to perform complex technical problem resolution of operating systems, applications, and hardware. Key responsibilities include effectively supporting organizational initiatives to find efficient solutions to large scale operating problems and communicating technical information to clients and partners with care and empathy.

Responsibilities:

• The Employee Technology Support Engineer is a critical role within our technology team, responsible for providing exceptional front-line technical support to all Bank of America employees, spanning both our front and back-office operations.
• You will be a key player in ensuring the smooth and efficient functioning of our IT infrastructure, directly impacting employee productivity and our ability to serve clients effectively.
• You will be a highly motivated, customer-focused problem-solver with a strong technical background and excellent communication skills.
• Support a diverse employee base across both Back-office and Front-office. Understand the specific technology needs and urgency levels of each group.
• Install, configure, and maintain a variety of hardware and software. This includes deploying new devices, migrating user data, troubleshooting application issues, and performing hardware upgrades and repairs.
• Log, track, and prioritize all support requests using our ticketing system. Ensure detailed and accurate documentation of all troubleshooting steps and resolutions.
• Adhere to all Bank of America security policies and compliance regulations. Ensure all devices and applications are configured to meet security standards. This includes performing regular security patches and updates.

What we are looking for:

• Proficiency in supporting Windows 11 and Microsoft Office 365 applications (Outlook, Word, Excel, Teams, etc.). Good understanding of Active Directory, Group Policy, and user account management.
• Good knowledge of network fundamentals.
• Experience with hardware troubleshooting and repair for desktops, laptops (Dell, HP, etc.), and printers.
• Experience supporting mobile devices (iOS/Android) and MDM solutions.
• A commitment to providing excellent customer service with a positive, professional, and patient demeanour.
• Good analytical and troubleshooting skills with the ability to diagnose and resolve complex technical issues quickly.
• Good verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities and work effectively in a fast-paced, high-pressure environment.
• A collaborative mindset with a willingness to share knowledge and assist colleagues.

• mindset with a willingness to share knowledge and assist colleagues.

Skills that will help:

• Experience in working in a large tech/finance org
• Experience with Linux operating systems
• Familiarity with collaboration platforms beyond Microsoft Teams (Zoom, Webex).

Bank of America:

Benefits:

• At Bank of America, we strive to prioritise employees' health and wellbeing - it's what makes us a Great Place to Work.
• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner
• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons
• We offer 26-weeks paid maternity leave, 16-weeks paid paternity leave and inclusive family leave arrangements for working parents and carers including 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum
• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness, cycle to work etc.
• Use of a flex fund to use towards benefits
• Access to an emotional wellbeing helpline, and virtual GP services
• Access to the Peppy App which provides 1:1 support, consultations and resources relating to men's health, women's health, fertility, menopause and pregnancy & parenthood
• Access to a range of gyms, exercise classes and wellbeing Apps through Wellhub, including Headspace and Calm
• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local area

Good conduct and sound judgment is crucial to our long term success. It's important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

"We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religious or similar philosophical belief, political opinion, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience."

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.