IT Support Engineer – Banking Sector at Wetland Microfinance Bank

Job description

• We seek a skilled and motivated IT Support Specialist to join our banking team. The ideal candidate will provide technical support and solutions for banking systems, ensuring seamless operations, robust cybersecurity, and high levels of customer satisfaction. This role requires expertise in troubleshooting, maintaining, and upgrading technology systems within a financial services environment.

Key Responsibilities:

Technical Support:

• Provide first-line technical support to staff and customers for banking systems, including ATMs, online banking platforms, and internal software.
• Troubleshoot hardware, software, and network issues promptly to minimize downtime.

System Maintenance:

• Ensure banking systems and applications are up-to-date, secure, and fully functional.
• Perform regular system backups, updates, and patch management.

User Training:

• Train employees on using banking software, systems, and cybersecurity best practices.
• Develop user-friendly documentation and guides for internal systems.

Collaboration:

• Work closely with the IT team, cybersecurity specialists, and third-party vendors to resolve technical issues.
• Collaborate with other departments to implement IT solutions that meet business needs.

Security Compliance:

• Monitor and ensure compliance with banking industry regulations and cybersecurity standards.
• Identify and mitigate potential IT security risks, including data breaches and fraud.

System Upgrades and Projects:

• Assist in the planning and execution of IT infrastructure upgrades and new technology implementations.
• Support digital transformation initiatives within the banking institution.

Qualifications and Skills:

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant certifications (e.g., CompTIA, Microsoft, Cisco, ITIL) are a plus.

Experience:

• 3–5 years of experience in IT support, preferably within the banking or financial sector.
• Familiarity with core banking systems, ATM technologies, and online banking platforms.

Technical Skills:

• Proficiency in troubleshooting Windows, Mac, and Linux operating systems.
• Hands-on experience with networking protocols, firewalls, and VPNs.
• Knowledge of database management, SQL, and cloud platforms.

Soft Skills:

• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle multiple priorities effectively.

Key Performance Indicators (KPIs):

• Response and resolution time for technical issues.
• System uptime and reliability metrics.
• Customer and employee satisfaction scores.
• Compliance with cybersecurity and regulatory requirements.