Job Purpose:

The job holder is responsible for providing Level 1 (L1) technical, functional and timely support of Endpoints & Mobility across I&M Bank, for continuous business operations, and ensuring compliance.

Emphasis is on first stage resolution not requiring technical and functional issues in liaison with L2 Support.

Key Responsibilities:

• Provide immediate Support to VIP Staff in a quick & professional manner.
• Provide Level 1 (L1) support to users of Endpoint & Mobility Infrastructure as per SLA guidelines.
• Proactively monitor and coordinate with vendors for issue resolution as per SLA guidelines.
• Ensure deployed Endpoint & Mobility Infrastructure is fit for purpose eg.  Desktop & Laptops Computing devices, ATMs, CDM’s, Branch QMS, Digital Signage & Forex Screens, Multi-Functional Printers, CCTV, Branch UPS etc.
• Basic knowledge and proficiency in OEM/Vendor applications for the effecting delivery of services to the I&M Bank group eg ITIL and Monitoring applications –Manage Engine, SolarWinds, Vynamic ATM Monitoring and Security, among (KE) end user application services.
• Support all ICT initiated & Business projects and related initiatives.
• Support Business Continuity Planning / Disaster Recovery related activities.
• Using available tools, regularly maintain the automation of inventory (hardware, software, system updates).
• Preparation & automation of reports from Endpoint & Mobility vendor systems as required.
• Provide technical input as a subject matter expert for new deployments of Endpoints and branch ICT services in line with the business specifications.

Academic Qualifications:

• Bachelor’s degree in computer science, Information Systems, Information Technology or its equivalent from a recognized institution.
• Professional Qualifications / Membership to professional bodies/ Publication.
• Information Technology Infrastructure Library (ITIL).

Work Experience Required:

• Over One (1) year of relevant experience in a similar organization.

Competencies:

• Demonstrates a high level of curiosity, troubleshooting and timely problem-solving skills.
• Demonstrate high levels of integrity.
• Good communication and interpersonal skills.
• Gaining/growing problem-solving and analytical abilities. 
• Experience in Enterprise Infrastructure and domain skills.
• Experience in BFSI segment. Basic understanding of banking applications, technologies and best practices.
• Ability to multi-task and work under pressure.
• Excellent customer service skills able to exceed customers’ expectations.