Mid/Sr. IT Support
About The Position
The IT Support Specialist is responsible, under the direction of the Head of IT, for day-to-day operations, user support, and the branch and office IT environment. The role may involve evening and night shifts, a flexible schedule, and on-call incident response outside scheduled shifts. The position supports operational health checks, inventory and configuration management, maintenance and change activities, disaster recovery and business continuity exercises, and compliance, audit, and security documentation. It works with internal technology teams and communicates with the Head Office in Chinese for troubleshooting and ITIL procedures.
Requirements
- Bachelor's degree (B.A. or B.S.) from a four-year college or university, or an equivalent combination of education and work experience.
- Knowledge of computer operating systems, Windows, and Microsoft applications.
- Knowledge and experience in general banking IT operations, technical support, and/or infrastructure monitoring.
- Familiarity with ITIL practices for incident, problem, and change management.
- Basic understanding of Windows/Linux servers and networking concepts.
- Strong analytical, troubleshooting, and communication skills.
- Prepared to work a flexible schedule that may include nights and weekends.
Nice To Haves
- Proficiency in Mandarin is highly desirable.
Responsibilities
- Manage day-to-day IT operations and user support for the branch and office IT environment.
- Perform duties on shifts that may include evening and night hours; take on-call incident-response duties when assigned outside scheduled shifts.
- Maintain accurate, current computer hardware and software inventories and update configuration information.
- Conduct regular health checks and prepare reports according to operational procedures.
- Work with internal teams to resolve recurring technical issues and improve operational workflows.
- Maintain and update standard operating procedures and system runbooks.
- Support patching, change management, and scheduled maintenance activities.
- Assist with disaster recovery tests and business continuity planning exercises.
- Generate logs and documentation for compliance, audit, and security tasks as required.
- Collaborate with application support, infrastructure, and cybersecurity teams to support seamless operations.
- Communicate with the Head Office in Chinese to conduct troubleshooting and follow ITIL procedures.
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What This Job Offers
Job Type
Full-time
