Finastra Technology-posted 2 days ago
Full-time • Mid Level
Onsite • Atlanta, GA
5,001-10,000 employees

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good. What will you contribute? This position will provide full onsite support ( 5 days/week in office requirement ) for End User computer devices such as laptops/desktops, mobile devices, video conferencing equipment, and printers. The candidate will support VIP employees (White Glove). The role will support incidents, service requests, IT onboarding and offboarding as well as basic IMAC responsibilities. The role will follow Finastra Asset management policies and procedures with the deployment, recovery and disposal of assets.

  • Manage Desktops and Laptops running Microsoft Windows and Apple MAC OS using current Finastra procedures
  • Manage end user devices with the existing tools supporting printers, desk phones, voice mail, MS Teams, application setup/support, Mobile Devices.
  • Provide support to all authorized users who access Finastra provided services, Help Desk device and software from any location, troubleshoot remotely using Finastra tools and break-fix services as applicable
  • Provide status and updates on Incidents/Problems at Finastra's request and according to severity guidelines.
  • Coordinate Help Desk service-related activities with Finastra's Level 2 and Level 3 support teams and communicate with the authorized Users as necessary.
  • Status communications on ticket progress with the end-user/requestor to be done and documented in each ticket.
  • Provide support for all video/audio conference endpoints at all Finastra locations. (included vendor maintenance coordination and end user operational support)
  • All activities in relation with White Glove Services (i.e. open new tickets, follow tickets, ensure the correct tickets closing, etc.) on behalf of the White Glove authorized user is performed by deskside personnel or remote Help Desk support.
  • Perform asset tracking, inventory management and monthly reporting (asset details, location).
  • University Education or equivalent.
  • Strong Knowledge of PC (Windows), MacOS and iOS.
  • Strong Customer Service and communication skills.
  • Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
  • Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
  • Medical, life & disability insurance, retirement plan, lifestyle and other benefits
  • ESG: Benefit from paid time off for volunteering and donation matching.
  • DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
  • Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
  • Recognition : Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
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