IT Engineer

Key Responsibilities

. User Application Access Management & Desktop Support

- Oversee & ensure delivery of desired IT Desktop Support to Branch Users, providing timely trouble shooting & resolution of hardware, software & access-related issues

- Support Branch Admin in raising of required User office & application accesses, as well as desktop devices for on boarding of new joiners in line with Bank Policies & Procedures

- Management of access controls to restricted areas of the Branch

- Facilitate existing Branch & Regional Representative Offices (Hub) Users with raising of requests for new access, access modifications/transfers/revocation

- Manage & maintain shared IT infrastructure across branch, i.e., shared laptops & video conferencing devices

- Provide desktop support (technical assistance on IT software applications, operating systems & hardware devices)

- Prompt attention to requests &/or tickets raised by Hub Users on issues encountered, with proper closure with affected User(s).

- Support Hub Users on business initiatives requiring technology support

. IT Vendor & Asset Management

- Identify, onboard & manage key IT vendors to support Hub's IT needs

- Execute IT asset requisition/refresh/disposal in line with established procedures

- Ensure proper documentation of Hub's IT assets, with regular review of IT inventory, tagging/maintenance/disposal of assets

. Network Devices & Server Room Maintenance

- Branch point-of-contact for all infrastructure matters

- Management & maintenance of Branch server room, infrastructure & network devices in close coordination with Head Office IT Operations teams & appointed vendors

- Deliver continuous connectivity with Head Office & Marketplace by ensuring proper function of server room with daily checks on air-conditioning & Uninterrupted Power Supply (UPS) units, as well as the routers & network equipment

- Able to manage & leverage on the monitoring devices installed, as well as establish close working rapport with Head Office Network Operations Centre (NOC) to ensure health of server room & prompt attention to any exceptions observed/raised

. Incident Management & Escalation

- Adopt a proactive support posture by identifying potential risks, recuring issues & recommending improvements to prevent future disruptions

- Lead local incident responses, ensuring timely logging, escalation & resolution of IT-related issues affecting Branch operations

- Serve as the bridge between Branch & Group IT &/or Information Security for root cause analysis, implement rectification measures, & where possible, refine systems &/or processes to prevent future recurrences

- Escalate issues &/or incidents encountered in line with established procedures

- Log incidents, inclusive of detailed troubleshooting actions taken, & where required, furnish incident reports to Branch Risk Management

. Documentation & Knowledge Management

- Maintain & continually update a complete library of Branch IT documentation, including manuals, procedures & technical user guides to ensure relevance to current regulatory & marketplace requirements

- Lead development & maintenance of a Knowledge Bank & User Guide Repository to support Branch users & new joiners

- Drive IT & Information Security awareness initiatives within the Branch, ensuring all users are informed of key procedures & security practices.

Desired Competencies

. Technical Proficiency

- Strong understanding of network devices, desktop & laptop hardware, desktop operating systems, Microsoft Windows OS & Office Tools, enterprise device management & basic networking concepts

- Familiar with Active Directory, remote desktop support platforms & IT service management/ticketing systems

- Current on IT & data security related issues, to provide effective oversight & guide Branch Users on device management & service utilization

. Character & Work Ethic

- Proactive & accountable, demonstrates integrity & strong sense of accountability in handling systems, data & User support

- Pursues excellence in service delivery, consistently going the extra mile to maintain operational readiness

. Problem Solving & Resilience

- Quick thinker with solution-oriented mindset, cognizant of business significance & time priorities

- Calm under pressure, especially when managing issues or incidents to promptly

- Able to anticipate potential IT &/or info security related issues & take preventive action before Branch users are affected

- identify appropriate resolution partners & steps

. Communication & Service Attitude

- Communicates technical matters clearly & concisely to both IT & non-IT stakeholders

- Builds trusted relationships with users, Group IT & info security team & vendors by consistently delivering quality support

. Adaptability & Cultural Awareness

- Comfortable working with overseas IT & Information Security teams in a multicultural environment

- Adapts readily to evolving business needs & regulatory environment, maintaining composure & professionalism at all times.