Job Description:
Financial Center Level 2 Support Job Description
Works as a member of a second level support organization primarily providing user and system support remotely. Investigates complex problem situations to diagnose underlying causes and help users to recover or continue normal operations.
This role demands high customer service and technical troubleshooting skills. Teamwork and communication is a must requiring well-developed documentation skills. Should be equally comfortable searching documentation and previous requests for assistance to establish possible solutions to incidents or handling never-before-seen issues.
Assist senior staff, providing resolution to an assortment of problems of moderately complex scope related to systems engineering activities, including organizing development of OS technical support, systems programming and data center capabilities. Works under general supervision, carrying out routine and semi-routine engineering and/or analytical tasks and activities associated with one or more technical areas within the engineering function such as, system design, engineering, implementation, or operations/user support. . Additionally, participates in and contributes to the fulfillment of team or functional goals and objectives through assigned projects or involvement in phase(s) of larger enterprise projects. Typically 3-5 years of systems experience
This role is expected to:

• Consult with, engineers, application owners, or developers on issues related to the impact of applications
• Provide technical expertise and assistance to partner IT teams including HP and BLACKBOX onsite techs
• Provide feedback and recommendations to management for service level and environment optimization
• Protect the overall security of the corporate environment through the adherence to pertinent policies and procedures
  Knowledge Requirements

• Desktop Windows 10 and Windows 11 OS

• Windows Server 2012 and 2016
• Cisco Hardware - routers and switches
• Cisco IOS command-line (CLI)

• Microsoft Office Suite 2013 / 2016 / O365
• Internet Browser support (IE, Chrome and Edge)
• Financial Center Core Apps (Interact, SSA, Merlin Teller)
• Connectivity troubleshooting including IP Addressing, Proxy configuration, DNS, DHCP
• Active Directory (Group Policy, OU's)
• Familiarity with system configuration, permissions, registry, etc.
• Desktop / Laptop hardware configuration and troubleshooting
• Financial Center Peripheral configuration and troubleshooting
• Cyberark, AoD (Admin on Demand) and PSEXEC
• Powershell script
• Microsoft SMTOOLS software distribution
• BMC Remedy Incident ticketing system
• SPLUNK
  Required Skills
  Escalated client support for all aspects of Finance Center, enterprise desktop BAND image, all Core applications, Remote PC, One Time Password, and Citrix. • Provide client support during service changes to ensure no client impact post change windows. • Knowledge of Remote Support tools and Technology Application Knowledge of Apple Products, Iphones OS and Macintosh OS and Macbook Pro helpful • Project support and testing for Windows10, Office 2013, IE11, Edge and Google Chrome browsers and other core service offerings. • Elevated Support top producing 500 Financial Advisors along with VIP. • Ability to add/del mobility account on fly through matters most to help eliminate pass through tickets. • Manger escalations handled through newly refined ticketing queue. • Provide feedback and recommendations to management for service level and environment optimization
  Desired Skills
  Escalated client support for all aspects of Finance Center, enterprise desktop BAND image, all Core applications, Remote PC, One Time Password, and Citrix. • Provide client support during service changes to ensure no client impact post change windows. • Knowledge of Remote Support tools and Technology Application Knowledge of Apple Products, Iphones OS and Macintosh OS and Macbook Pro helpful • Project support and testing for Windows10, Office 2013, IE11, Edge and Google Chrome browsers and other core service offerings. • Elevated Support top producing 500 Financial Advisors along with VIP. • Ability to add/del mobility account on fly through matters most to help eliminate pass through tickets. • Manger escalations handled through newly refined ticketing queue. • Provide feedback and recommendations to management for service level and environment optimization

Shift:
1st shift (United States of America)
Hours Per Week:
40
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