Technical Support Specialist

3 days ago

Manila, National Capital Region, Philippines Philtrust Bank Full time $104,000 - $130,878 per year

Job Summary:

The Technical Operations Specialist is responsible for troubleshooting and resolving technical issues related to banking systems and ATM's. This role involves providing first-line and second-line technical support to internal users and customers, ensuring minimal disruptions to banking operations.

Duties and Responsibilities:

IT Support & Troubleshooting

· Provide technical support for banking systems and ATM's.

· Troubleshooting and resolve hardware, software, and network issues.

· Respond to help desk tickets, phone calls, and emails from bank employees and customers

· Documents issues and resolutions in the ticketing systems.

ATM & Banking System Support

· Monitor ATM Functionality and connectivity

· Troubleshoot ATM cash dispensing error's, communication failures, and hardware malfunctions.

· Coordinate with vendors for hardware repairs and upgrades.

Customer Service & User Support

· Assist bank employees with software and hardware issues.

· Provide training and guidance on IT Systems and Security best practices.

· Escalate complex issues to senior support teams or vendors when necessary.

System Monitoring & Maintenance

· Monitor network performance, server uptime, and application functionality.

· Assist in deploying software updates, patches, and security fixes.

· Perform preventive maintenance to minimalize downtime.

Security & Compliance

· Ensure compliance with banking IT security policies and data protection regulations.

· Support the implementation of security measures to prevent fraud and cyber threats.

· Report suspicious activities and security incidents to the cybersecurity team.

Reporting & Documentation

· Maintain accurate records of technical issues, resolutions, and system configurations.

· Generate reports on IT Systems performance and recurring problems.

·  Assist in developing knowledge base articles and user guides.

Competencies / Skills Required:

  1. Education: Bachelor's degree or diploma in Computer Science, Information Technology, or a related field.
  2. Experience: 0-3 years of experience in IT support, banking technology, or a similar role.
  3. Skills:

· Knowledge of core banking systems, ATMs, and digital banking applications.

· Experience in troubleshooting network, hardware, and software issues.

· Understanding of cybersecurity best practices and IT compliance.

· Strong problem-solving and communication skills.

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