Desk Side Support Representative
: Job Details :

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges. In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd. The anticipated salary range for this role is between $55,000.00 and $75,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees. Overview The CSC Desktop Team are responsible for providing high-end quality IT Support and customer service to internal colleagues. The successful candidate will join a team based onsite in our 277 Park Ave. The ideal candidate will be diligent, reliable, quick to learn and calm under pressure with a logical, methodical, and accurate approach to troubleshooting issues and supporting the business. Ability to take direction as part of a team and confident to apply themselves individually in line with team ethos. Excellent observation skills, telephone skills and communication both verbal and written are vital. The individual will participate in the daily administrative details and will possess a process-oriented mind set. This role requires effective communication skills and will liaise with all levels across the company. Tasks

• Monitors open Service Now ticket queues to ensure that all calls are updated and/or assigned until resolution.
• Part of Team providing onsite support at 277 Park Ave as well as supporting remote users
• Performs all aspects of hardware, workstation, and printer repairs.
• Provide support at the Tech Bar for End User Walk ups.
• Part of On Call rotation including occasional weekends and late nights to support upgrades, changes, Project Work etc.
• Coordinates and/or escalates with outside vendors and other Support Groups
• Prepare and Build workstations. Installs and configures appropriate software and drivers to be ensure proper workstation build before implementation.
• Updates the hardware and software inventories as appropriate.
• Supplement Helpdesk Support as required.
• Support BCP Activity including two annual Business Tests
• Support Video Conference Equipment & Meeting setups
• Provide coverage or travel to other locations as required.

Technologies

• ServiceNow
• Asset Management
• SCCM
• Cisco Webex / MS Teams / VTC Support
• Windows 10 / 11 Support
• Citrix / Virtual Environments
• Apple iPhone/iPad
• Automation / Scripting - PowerShell
• Previous Banking / Trading Type experience Beneficial

Qualifications and Skills

• 3+ years of experience in an end-user support role.
• Relevant Certification / Education that demonstrates understanding of core concepts.
• Microsoft Active Directory (User, group, and computer management)
• Microsoft Windows Desktop Operating Systems - Windows registry, Group Policy, File/folder security concepts (NTFS/share permissions, etc.)
• Microsoft Office/SharePoint/Teams/ One Drive
• Microsoft SCCM
• Citrix Workspace/XenDesktop Virtual Desktop Environments
• Core networking concepts (DNS, DHCP, etc.)
• Excellent customer service skills.
• Excellent verbal and written communication skills.

Additional Requirements 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. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required. SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at ...@smbcgroup.com.