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