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About the role
DESIGNATION: DESKTOP SUPPORT ENGINEER L2 DESCRIPTION: The IT Support Engineer will be responsible for providing technical assistance to bank employees, ensuring smooth operations of banking applications, resolving hardware/software issues, and assisting with IT security implementations. The role requires expertise in troubleshooting banking applications, coordinating with different IT teams, and supporting end-users both remotely and onsite. Key Responsibilities: Application & Software Support: Install, troubleshoot, and support T24 (Temenos) application. Troubleshoot core banking web application issues. Install and support ICCS applications for FAB major users. Coordinate with the Application and IMAG teams for access and password-related issues. Migrate and configure Outlook emails for users. IT Security & Compliance: Install and configure Pulse Secure VPN for WFH employees. Implement BitLocker encryption on bank laptops. Assign and implement Vasco tokens for user authentication. Install and update DLP (Data Loss Prevention) software on desktops and laptops. Technical Support & Troubleshooting: Provide remote and onsite support for 10 FAB branches in Abu Dhabi and 2 back-office locations. Troubleshoot printers, Qmatic servers, and display issues in FAB branches. Handle technical issues through HP Service Manager and RPA tools. Assist in the Windows 10 migration project for bank laptops and desktops. KRA: Performance Indicators Application & Software Support- % of resolved application issues within SLA Number of successful T24/ICCS installations IT Security & Compliance Timely implementation of BitLocker and Vasco tokens Compliance with DLP policies Technical Support & Troubleshooting First-call resolution rate Number of tickets closed within SLA Remote & Onsite Assistance User satisfaction rating % of remote issues resolved without onsite visit Windows 10 Migration Number of systems successfully migrated Downtime minimized during migration DEPARTMENT: GLOBAL CSD Experience: 4-6 QUALIFICATION: B TECH,B E in Electronics & Communication SKILL: Azure, Compliance, Hardware and Networking, Hardware Asset Management, Wintel, Soft Skill, ITIL, AD and O365,Communication,Windows Server ,Data Center EMPLOYMENT TYPE: Probation LOCATION: Bangalore
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