Technical Support Engineer – Outsourced

• Provide remotely/physical 2nd line professional support for CIB end users regarding escalated IT incident and requests to guarantee that business services are always reachable
• Perform technical support, troubleshooting and problem resolution including and not limited to operating system issues fixing and reinstallations, Software image installations, End users data backup and restore, Client computing applications installations and issues fixing, Computing devices physical installation/replacements, Printing related issues fixing and 3rd party vendor escalation, Join computer objects to domain.
• Participate in the implementation phases for the new projects to ensure the alignment with CIB overall vision.
• Decommission old/obsolete PCs/hardware according to the decommissioning policy to protect CIB data stored on the client machines.
• Participate in team projects to enhance the quality or efficiency of IT support.
• Deliver proactive actions to maintain high level of customer satisfaction.
• Rectify all audit raised points as per the committed target dates to ensure that all issues are closed on time

Policies, Processes and Procedures

• Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day-to-day Operations

• Follow the day-to-day operations related to own jobs in the department to ensure continuity of work

Compliance

• Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks