Senior IT Support Specialist

Temenos; Lake Mary (FL); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior IT Support Technician to enhance internal operations and provide exceptional technical support. This role involves troubleshooting complex IT issues, maintaining IT infrastructure, and delivering top-notch customer service. You will engage with diverse teams, manage support tickets, and ensure optimal performance of IT systems. The company fosters an inclusive culture that empowers employees to innovate and contribute positively to the banking sector. If you are a proactive problem-solver with a passion for technology, this opportunity is perfect for you.

Benefits

Maternity Leave

Civil Partnership Leave

Family Care Leave

Recharge Days

Study Leave

Qualifications

• 5+ years of IT support experience in multinational environments.
• University degree in IT and relevant certifications preferred.

Responsibilities

• Provide advanced technical support and troubleshoot complex IT issues.
• Monitor and manage IT support tickets and ensure systems are healthy.
• Assist in IT equipment inventory and liaise with vendors.

Skills

IT Support Experience

Microsoft Suite Proficiency

Windows and Mac OS Proficiency

Active Directory Knowledge

Computer Hardware Expertise

Basic Networking Skills

Problem-Solving Skills

Communication Skills

Organizational Skills

Certifications (CompTIA A+, Network+)

Education

University Degree in IT

IT Support Qualification

Tools

ManageEngine ServiceDesk Plus

MS Teams

Remote Desktop Tools

Job description

ABOUT TEMENOS

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

THE ROLE

The Senior IT Support Technician will provide advanced technical support to our internal teams, ensuring smooth and efficient operations of IT systems. This role involves troubleshooting complex issues, maintaining IT infrastructure, and delivering excellent customer service.

OPPORTUNITIES

1. You will ensure proper logging of incoming requests using available tools (phone, email, ManageEngine ServiceDesk Plus helpdesk system, MS Teams, remote desktop tools, etc.).
2. You will monitor tickets and assign them to the appropriate IT Support groups (dispatching).
3. You will alert the relevant IT service if a recurring issue (many similar incidents) is discovered.
4. You will inform end-users requesting assistance from the IT Helpdesk if there is a general problem and issue email alerts to a specified set of users.
5. You will analyze, handle, and respond to 1st and 2nd level IT support issues for all IT Support groups and, if necessary, escalate the tickets with detailed information.
6. You will actively search for and propose solutions to incidents to improve IT services/the 1st level technician's knowledge by utilizing available FAQs, the Internet, etc., before escalating a ticket to the next level.
7. You will create new IT Helpdesk Solutions for previously unmet requests if found beneficial to IT support.
8. You will follow the Temenos ITIL Incident and Problem Management process when officially published (including the points above but in greater depth on ticket handling procedures).
9. You will ensure all systems within your area of responsibility are in good health.
10. You will actively assist and support other technicians when needed.
11. On-site: Provide local support as required.
12. Assist in resolving issues or creating tickets initiated by walkups from users.
13. Assist the manager and primary responsible party in conducting IT equipment inventory for the worksite.
14. Install, reinstall, and repair software installations on desktops/laptops.
15. Keep asset inventory up to date.
16. Liaise with third-party vendors for support and procurement of IT equipment.

SKILLS

1. Minimum five years in a similar role with experience in multinational, multicultural environments.
2. University degree and IT support qualification preferred.
3. Proficient in Microsoft suite packages and operating systems.
4. Proficiency in Windows and Mac OS environments.
5. Knowledge of Active Directory, Exchange, Office 365 management consoles.
6. Computer hardware expertise, able to replace desktop/laptop parts.
7. Basic networking skills.
8. Strong organizational and time management abilities, able to prioritize tasks.
9. Security-focused mindset.
10. Effective solo and team worker.
11. Excellent problem-solving and communication skills.
12. Ability to work independently and manage multiple priorities.
13. Relevant certifications (e.g., CompTIA A+, Network+) are a plus.

VALUES

1. Care: You will be a caring leader who puts people first.
2. Commit: You will be comfortable committing time to the job when required – with flexibility to work to meet global demands.
3. Collaborate: You will be a consensus builder and a collaborator, able to break through challenges with organizational silos.
4. Challenge: You will not be happy with just meeting targets but always demonstrate a stretch mindset.

SOME OF OUR BENEFITS include:

1. Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month.
2. Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership.
3. Family care: 4 weeks of paid family care leave.
4. Recharge days: 4 days per year to use when you need to physically or mentally recharge.
5. Study leave: 2 weeks of paid leave each year for study or personal development.

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