Technical Support Specialist

Job Summary:

The Technical Support 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:

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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:

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