Job Description
Seeking an Infrastructure Support Engineer to work in a fast-paced environment supporting a range of technologies and services, collaborating with IT and business teams to resolve infrastructure issues.
Job Description
SMBC Group is a top-tier global financial group with a 400-year history, offering a diverse range of financial services. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries.
This role is part of the System Support department within the Americas Division of SMBC. The candidate will work in a fast-paced environment supporting a range of technologies and services, interacting with members of the helpdesk, applications support, infrastructure team, project managers, and business users.
- Collaborate with other IT or Business teams to review and advise on solutions for infrastructure problems and demands.
- Triage and resolve Level 2 support incidents and requests adhering to defined SLA's.
- Perform root cause analysis on technical issues.
- Work with the Engineering team to determine permanent solutions to recurring problems where necessary.
- Resolve Morning Checkout issues.
- Suggest and work on ways to improve the monitoring and reporting of the checks.
- Document resolutions in a Knowledge Base (FAQs, etc.).
- Work within the framework of the existing Service Now platform to receive and update tickets.
- Maintain effective communication within the group and with management.
- Follow established documented processes and procedures, suggest improvements where needed.
- Assist with reporting and resolution of audit requests relating to area of responsibility.
- Be able to work outside of regular working hours on an as needed basis.
Qualifications and Skills
- 5+ years of experience in an infrastructure/end-user support role.
- Microsoft Active Directory (User, group and computer management).
- Microsoft Windows Desktop and Server Operating Systems - Windows registry, Group Policy, File/folder security concepts (NTFS/share permissions, etc.).
- Microsoft Office 365.
- Citrix Workspace/Xen Desktop knowledge.
- VMware v Sphere.
- Core networking concepts (DNS, DHCP, etc.).
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- High sense of urgency.
- Able 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.
- Ability to document process, requirements, and create test plans.
- Strong ability to translate business requirements into technical solutions.
- Strong team player.
SMBC's employees participate in a hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.