Service desk engineer

About the Role:

IT Support Analyst is responsible for providing Level 1 and Level 2 technical support to Client across Mexico, Canada and Romania branches, operations centers, and corporate offices. This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with U.S. banking regulations, cybersecurity standards, and internal IT policies.

What's this role about

• ?IT Support and Breakfix Technicia
• n7+ years of Phone/Customer support experience Mandatory with excellent communication skill
• s6+ years of Windows Technical Service desk experience is necessar
• yExpertise Windows 11 and basics of Windows Serve
• rAdvanced knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.
• ,ITSM ticketing tools such as Ivanti, ServiceNow etc.,-MUS
• TUser password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.
• ,Remote desktop connectivity applications, Windows end point suppor
• tMS Office Suite and application suppor
• tWeb Application, VPN knowledg
• eAdminister and provide User account provisioning
• .Support desktops, laptops, thin clients, printers, scanners, and peripheral
• sInstall, configure, and update banking-approved softwar
• eFollow all internal controls and policie
• sAssist in password resets, MFA support, and identity/access management requests
• .Identify and report suspicious activity or potential security threat
• sMaintain a strong focus on data privacy and cybersecurity best practice
• sDocument solutions and create user guides/knowledge base article
• sResponsible for installing desktop applications and softwar
• eUse the Incident Management System to document and manage problems and work requests and their respective resolution
• sResponds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closur
• eRespond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOP
• sRoute problems to internal 2nd level IT support staff
• .Highly self-motivated with keen attention to detai

lWe also want you to have knowledge on:

• Ticket Managemen
• tCustomer Satisfactio
• nFirst Call Resolutio
• nCreate SOP and Knowledge Base articles for top call generators

.Required Skills & Qualification

• sBachelor’s/associate degree in IT, Computer Science, or related field (preferred)
• .2–3 years of experience in IT service desk or technical support role
• .Experience supporting a bank or financial services environment (preferred)
• .Basic and Above Average knowledge of
• :Windows OS & Microsoft 36
• 5Active Directory / Azure A
• DVPN & MF
• AITIL framewor
• kExcellent communication, customer service, and problem‑solving skills
• .Ability to work in a fast-paced, highly regulated environment

.Educational requirement

• :Graduate and preferably BCA or any other Technical Field
• .Excellent Communication Skills (Written/Verbal
• )Exceptional customer service orientatio
• nExcellent communication skills, both written and verba
• lDisciplined, systematic problem-solving skills required