- Company Name
- EQ Bank | Equitable Bank
- Job Title
- Technology Workplace Services Technician
- Job Description
-
**Job title:** Technology Workplace Services Technician
**Role Summary:**
Entry‑level technician responsible for supporting, maintaining, and troubleshooting the bank’s software applications, hardware endpoints, and audio‑visual systems. Works through multiple support channels (phone, ticketing, remote), coordinates with external vendors, and assists with system administration, asset management, security audits, and procurement.
**Expactations:**
- Deliver first‑contact support with >90% first‑call resolution.
- Manage tickets within SLA, maintain accurate knowledge base and audit logs.
- Ensure seamless onboarding, relocation, and equipment setup for up to 2,000 employees.
- Contribute to continuous improvement of processes, automation, and security compliance.
**Key Responsibilities:**
- Respond to desktop, laptop, smartphone, and AV issues via phone, ticketing, and remote sessions.
- Maintain ServiceNow/Service Desk tools (ServiceNow, Sys‑Aid, Atlassian).
- Execute Move/Add/Change requests and employee relocation logistics.
- Upgrade/install company software, manage patching, and deploy endpoint updates (Group Policy, scripts).
- Monitor Office 365 and enterprise services, ensuring high availability and disaster‑readiness.
- Track IT asset lifecycle, inventory, and stock levels.
- Assist with quarterly logical‑access audits, report generation, and log maintenance.
- Forecast, procure, and process IT equipment, vendor invoices, and purchase orders.
**Required Skills:**
- Troubleshoot Microsoft Office 365, Windows 10/11, and Windows Server (2012/2012 R2/2016/2016 R2).
- Configure and support audio‑visual equipment, Microsoft Teams, Cisco Jabber, and conferencing bridges.
- Use ticketing systems (ServiceNow, Sys‑Aid, Atlassian) and scripting/tools for automation.
- Apply ITIL principles: incident, problem, change, and request management.
- Conduct on‑site and remote diagnostics, provide user guidance, and create knowledge‑base entries.
- Perform basic security tasks: ACL documentation, access audit participation, and compliance monitoring.
- Strong written and verbal communication, customer‑orientated, and ability to work under pressure.
**Required Education & Certifications:**
- College diploma in IT Computer Systems, Networks, or related field (minimum).
- Bachelor of Computer Science or equivalent preferred.
- Certifications such as CompTIA A+, Microsoft MCSA/MCSE, or ITIL Foundation recommended but not mandatory.