The N1 and N2 Support Technician will be responsible for installing and configuring computer hardware, operating systems and applications (PC, Printers, Phones, Windows Images, MS-Office …) as well as for diagnosing and solving hardware and software problems.
Support users on a daily basis via email or phone;
Develop, as required, procedural documentation and relevant reports;
Update computer inventory;
Access the appropriate knowledge bases and FAQs on the Internet to help solve problems;
Perform tests to make sure the problems have been resolved;
Record, track and document the problem-solving process, including all successful and unsuccessful decisions, and the steps taken until the problem is finally resolved in the bank management system;
Follow-up post-problem resolution with users;
Quickly establish a good working relationship with clients;
Perform 24/7 phone support in rotation.