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Level 2 Support Technician

Company: MUFG
Location: Hempstead
Posted on: October 18, 2020

Job Description:

Job Description Do you want your voice heard and your actions to count? Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2020).In the Americas, we're 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It's part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We're a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count. Job Summary: Provide dedicated Senior Leadership, Executive and Board member support. Job scope includes work on helpdesk tickets, PC builds and deployments, desktop troubleshooting, hardware and application installs, printer maintenance, Intune and iOS configurations and remote user support. Major Responsibilities: General Level II Support: * Provide technical support for remotely connected users through VPN. * Track hardware/software assets and ensure documented IT asset management policies are followed. * Build, test, and deploy workstations in adherence to MUB's established policies and guidelines. * Document new problems and incidents utilizing MUB's ServiceNow ticketing system. * Monitor ServiceNow ticket queue, respond promptly to incidents and problems and follow through to resolution. * Communicate to MUB supervision of any issues that need management attention and problems that impact large numbers of clients. * Provide technical support for branch office support via a combination of phone and "on-line connected session" to resolve incidents. * Provide support for End User Computing Move/Add/Changes in adherence with MUB guidelines. * Follow up with service team for root-cause analysis (problem management) for continuous improvement of service delivery processes. * Provide "white glove" services support for premier/executive level employees to ensure continuity of services and prompt addressing of issues. Follow up to ensure all needs are addressed. * Provide User provisioning/de-provisioning for HW/SW in accordance with MUB's IT asset management procedures. MS Office 365 Support: * Provide MS Office 365 support services for end-user computing hardware and software by receiving and responding to incidents and requests submitted by end users via telephone call or voicemail, email or HP Service Manager. * Provide response, troubleshooting, resolution and tracking of MS Office 365 user requests for supported systems and services. * Collaborate with on-site staff to supplement the existing MS Office 365 knowledge base and document solutions. * Install, configure and deploy MS Office 365 applications to support user requirements and workflows. * Bachelor of Science or Bachelor of Arts degree. * Minimum of 1-3 years of support experience with MS Office 365 in the Financial Services and Banking industry. * Strong understanding of network infrastructures - Routers, Switches, Firewalls, TCP/IP and LAN technologies. * Ability to analyze business and technical process flows and contribute ideas and recommendations for improvement. * An ability to understand business problems and solve with technical solutions. * Ability to communicate effectively - technical and/or professional writing skills, presentation skills, verbal. * Identify key stakeholders and help define the project objectives. Work across the organization to execute the project. Keep all stakeholders informed of status and issues. * Experience in project scheduling, maintenance, status reporting, issue resolution & tracking, creation/maintenance of budgets/resources. * Must have strong interpersonal, organizational and leadership skills. The above statements are intended to describe the general nature and level of the work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified . We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category. A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Keywords: MUFG, Hempstead , Level 2 Support Technician, Other , Hempstead, New York

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