Regional CSC & IT Ops Rep - SMBC
Charlotte, NC 28202
About the Job
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 $70,000.00. 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.
Role Description
The Charlotte based Regional CSC & IT Ops Support Rep is responsible for providing high-end quality IT Support and customer service to internal colleagues. The successful candidates will join the wider AD Desktop Support team with special attention to the Charlotte Office. The successful candidate will be primary contact for providing support to colleagues-based Charlotte in addition to acting as 3rd level on-site support, working with offsite support groups to assist maintaining and upgrading Server, Network, Router and PC configuration as directed.
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.
This role is required to be 100% onsite, 5 days a week
Role Objectives: Delivery
- Monitors open Service Now ticket queues to ensure that all calls are updated and/or assigned until resolution.
- Part of Team taking tickets from Americas Desktop queue in addition to primary support for the Charlotte Office (including other Group Companies as required).
- Performs all aspects of hardware, workstation, and printer repairs.
- Provide support 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.
- Maintains a clean working area to fix existing equipment as well as testing new equipment.
- 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.
- Acts as 3rd level on-site support, working with NJ Data Center groups to assist maintaining and upgrading Server, Network, Router and PC configuration as directed.
- Support BCP Activity including two annual Business Tests
- Support Video Conference Equipment & Meeting Setups
Role Objectives: Interpersonal
- Follow-up with end users to keep them appraised of issue status or to ensure the issue has been fully resolved. Engage with end users to understand if there are any unreported issues or improvements that can be made. Maintain relationships with external vendors to act as a resource on issues related to their specific products, as well as staying informed of key new products, updates or bugs. Seek guidance from senior team members when facing new or challenging incidents. Update documentation changes both for internal team use as well as for public posts and announcements on common IT procedures and problem resolutions.
Role Objectives: Expertise
- 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.
- 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.
Additional Requirements
Standard Hours of Coverage 9am to 18:00 (Pacific Time)
Depending on business need, out of hours or weekend support will be required.
Note: These positions will be the primary IT Contacts onsite in Charlotte and maybe required to validate IT position post emergency events (example weather warnings, large power outages etc)
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.
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. SMBC provides reasonable accommodations for employees and applicants with disabilities consistent with applicable law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.