IT Support Assistant

Trident Trust is a leading independent provider of corporate, trust and fund services to the financial services sector worldwide, employing over 1,100 staff across a global footprint that spans Africa, the Americas, Asia, the Caribbean, Europe and the Middle East. Client focused and service oriented, we only employ individuals who are professionally minded, committed and able to demonstrate good interpersonal skills.

We are seeking an experienced IT Assistant to join our team in Panama. The IT Assistant will be the first line of support to all users in the region. Working closely with other IT staff and third-party service providers, this role will assist and monitor regional infrastructure including servers, backups, security, networks, and telephone systems. In doing so, the IT Assistant will also ensure compliance with all legal, regulatory, and licensing requirements for Trident Group internal IT and security procedures. 

ROLE  & RESPONSABILITIES

• Perform first response to all incidents, helpdesk ticketing requests for user support, and escalate accordingly. Triaging and prioritization are crucial in this role.
  
• Acting as the first point of contact for IT-related queries, respond to all service requests and escalate accordingly.
  
• Monitor tickets to ensure all tickets are assigned and are being processed in accordance with relevant service level agreements, as defined by Trident policy.
  
• Monitor all alerts triggered to respective mailboxes or helpdesk.
  
• Perform monitoring tasks and checks on systems as identified for the role.
  
• Support and process infrastructure requests assigned by the IT Managers. 
  
• Assist with user management, including onboarding/offboarding of internal employees and vendor accounts and ensure user information is kept up to date on the system.
  
• Assist with vulnerability management, includes review of designated IT systems alerts/reports and performing remediation as required.
  
• Assist with asset management, including hardware, software and license procurement, assignment and disposal as required.
  
• Participate in training and tests provided by Trident pursuant to Trident’s regulatory obligations to train and test its employees and to demonstrate competency in the topics tested. 

SKILLS AND MINIMUM QUALIFICATIONS

• University graduate with a degree in a relevant field, suitable experience and/or recognized IT certifications. 

• Must be fluent in English. 
• Experience in service desk administration. 
  
• Ability to analyze, solve and support issues that may arise from systems and systems users. 
• Experience in or an interest to learn about the following systems- Microsoft Azure Infrastructure, Windows Virtual Desktop and related VDI, Microsoft Office 365 administration, Computer hardware support and procurement, Networking protocols and infrastructure components. 
• Strong communication and interpersonal skills.
  
• Ability to multitask and prioritize tasks.

PREFERRED QUALIFICATIONS

• ITIL Certification. 
• Customer service experience - by providing clear and courteous assistance to peers and other staff members. 
• Understanding various legal and regulatory requirements - software / hardware licensing requirements; legal requirements of licenses in relation to IT and financial services companies; data protection requirements. 

In addition to the above essential duties and responsibilities, this role includes other duties as assigned. This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties. This job description does not constitute a written or implied contract of employment.

COMPENSATION
An attractive compensation package will be based upon the successful candidate’s relevant experience and overall suitability of the position.

CAREER DEVELOPMENT AND TRAINING 
The successful candidate will benefit from an excellent career growth opportunity working with a multi-jurisdictional player in the financial services sector. Trident offers employees the opportunity to enhance their technical knowledge and experience through both on-the-job and formal training programs.

HOW TO APPLY 
Applications, which will be treated in the strictest of confidence, should include a full resume in English.  

EQUAL EMPLOYMENT OPPORTUNITY
Trident Trust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.