Assistant Vice President, Technology Support Senior Analyst, Employee Technology Support

Bank of America; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A global financial services firm in Singapore is seeking a Desktop Support Specialist to provide elevated support for users. The role involves troubleshooting complex hardware and software issues, facilitating problem resolution, and ensuring effective communication with clients. Qualified candidates should have a Bachelor’s degree in IT, solid experience in customer service, and strong troubleshooting skills. This position also offers opportunities to grow your career within a supportive work environment.

Qualifications

• Proficient in troubleshooting and repairing Desktop, Laptop and Thin Client.
• Strong communication skills for technical explanations.
• Familiarity with cybersecurity best practices.

Responsibilities

• Support execution of hardware and software incidents.
• Facilitate resolution of problems throughout the service lifecycle.
• Investigate complex technology incidents.

Skills

Troubleshooting

Customer Service

Networking

Operating Systems

Education

Bachelor degree in Computer studies or IT related disciplines

Tools

Windows 10, 11

Virtual Machines

Job description

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 an 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. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description

This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include performing complex technical problem resolution of hardware and software issues remotely, by telephone, and/or on location for end users. Job expectations include working proactively to perform analytical, technical, and administrative functions, communicating technical information to clients and partners with care and empathy, and supporting peers and team members as needed.

Responsibilities

• Supports execution of the day-to-day restoration of incidents and work orders for hardware and software and ensures adherence to agreed upon service levels
• Facilitates the resolution of reactive and proactive problems throughout the service lifecycle and follows incident and service management processes
• Interfaces between end users and third party hardware vendors to resolve hardware dispatch tickets
• Partners with peer technology support teams, including desktop engineering, product managers, and application support teams to identify resolutions to incidents
• Investigates complex technology incidents to diagnose and resolve underlying causes impacting end users

Required Skills

• Hardware Knowledge: Proficient in troubleshooting and repairing Desktop, Laptop and Thin Client
• Operating System: Expertise in Windows 10, 11, LTSC, iOS, iPadOS for installation and maintenance
• Networking: Basic knowledge of network configuration, TCP/IP, Firewall and troubleshooting connectivity issues
• Security: Understand data loss protection, encryption and cybersecurity best practices
• Customer Service: Strong communication skills, ability to simplify complete technical terms into understandable language for our customer
• Software Management: skills for installing, updating, troubleshooting and maintaining software applications and security patches
• Virtualization: familiarity with virtual machines
• Availability for ad-hoc work after hours and on weekends where necessary

Desired Skills

• Bachelor degree holder in Computer studies or IT related disciplines
• Experience in trading and banking desktop support, and supporting banking applications an advantage.