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Job Description
Experienced Infrastructure Support Engineer sought to join our System Support team in the Americas Division. Collaborate with IT teams to resolve infrastructure issues, triage support incidents, and analyze root causes. 5+ years of experience in infrastructure/end-user support, strong customer service and communication skills required.
Key Responsibilities:
- Collaborate with other IT teams to review and advise on solutions for infrastructure problems
- Triage and resolve Level 2 support incidents and requests
- Perform root cause analysis on technical issues
- Work with the Engineering team to determine permanent solutions to recurring problems
- Document resolutions in a Knowledge Base
- Work within the framework of the existing Service Now platform
- Maintain effective communication within the group and with management
- Follow established documented processes and procedures
- Assist with reporting and resolution of audit requests
Requirements:
- 5+ years of experience in an infrastructure/end-user support role
- Strong customer service and communication skills
- Excellent verbal and written communication skills
- Ability to follow directions, priorities, and guidance from management
- Ability to multi-task and work on several projects at the same time
- Strong ability to deliver on time
About SMBC:
SMBC Group is a top-tier global financial group with a 400-year history. We offer a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. We have a presence in nearly 40 countries, with over 130 offices and 80,000 employees worldwide.