IT Operations Specialist

ABOUT BCI

Bci provides financial services to individuals and corporation. We focus on being a global leader in innovations and personalized client experience and, with more than 10,500 employees, Bci is recognized as one of the best companies in which to work and develop a career. It is the third largest privately owned bank in Chile and it has more than 300 branch offices throughout Chile and representative offices in other countries. Bci is an Equal Opportunity Employer - All qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law.

JOB SUMMARY

The IT Operations Specialist is responsible for providing daily operational support for the core, online banking systems and all other applications in the bank’s Eco System. The role is responsible for the management and prioritization of complex requests received via the IT Helpdesk platform based on business impact and risk. This includes following through to resolution within the bank’s defined SLA. Additional responsibilities can include but are not limited to patch/vulnerability management, testing equipment and programs, training users, managing and training entry level support specialist and documentation or procedures.

DUTIES OF THE POSITION

The duties of the position include, but are not limited to, the following:

• Install and configure hardware and software

• Respond in timely manner to requests and issues

• Record, track, and document the help desk request problem solving process including actions taken through to the final resolution

• Resolve tickets in accordance with SLA guidelines

• Work with senior team members to validate impacts and communicate all impacts to internal stakeholders and leadership

• Repair and replace equipment as needed

• Provide onsite and remote support to end users

• Assist in AV setups as needed for meetings

• Provide new hire training for basic IT needs

• Manage onboarding/offboarding process for all end users

• Maintaining and installing the standard image for corporate devices

• Ability to administer Active Directory

• Ability to administer jobs in Go Anywhere

• Provide Tier 1 & 2 support for the Google Workspace as needed • Understand use of SQL Select statements

• Participate in business continuity testing

• Create documentation for staff to support daily IT Operations

• Must have regular and predictable attendance and work the hours and/or shifts assigned, particularly during regular business hours, to communicate with colleagues, supervisors, and customers with whom interaction is required to accomplish and complete work assignments and meet company goals within established deadlines

• Must maintain courteous, professional and effective internal and external working relationships

• Must receive and provide clear, constructive feedback in a cooperative and professional manner

• Ability to speak, read and write English and Spanish

• Effectively speaking before groups of customers or employees

• Assume evolving duties and responsibilities of position

• Work all hours required to fulfill job duties and responsibilities (including, weekends, evenings and holidays as needed)

• Travel as required

• Ability to carry and lift boxes and objects that may weigh up to 50 pounds

• Perform additional duties and responsibilities as assigned by your supervisor

PRE-HIRE REQUIREMENTS FOR THIS POSITION:COMPUTER:

• Operate servers, personal computers and terminals

• Create and manage GoAnywhere or similar MFT

• Understand SQL queries

• Troubleshoot operating systems and hardware problems

• Troubleshoot network devices such as printers and laptops • Ability to manage virtual machines with VMware (or similar virtualization software) at intermediate level

• Ability to use Microsoft Office Suite at intermediate level

• Ability to use other software as follows: Datapro – IBS(DataPro), Sophos, Mimecast, VMware

EDUCATION:

Bachelor’s degree in a related field or equivalent combination of work experience/projects demonstrating strong data analysis components.

CERTIFICATIONS/LICENSES:

Any certification or licenses which would strengthen the ability to support the banks operations would be favorable, i.e. Security +, MCSA, MCSE, Azure Data Fundamentals, GoAnywhere Automation or Administrator Associate

EXPERIENCE:

Minimum of three years of Tier 2 support experience in banking and technology. Equivalent combination of education and experience is acceptable.