Associate, Infrastructure Engineer, Central Operation Office

Business Function

Group Technology enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Technology, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Role Summary

Responsible for delivering Level 2 end-user IT support and day-to-day IT operations at DTI, ensuring a stable, secure and responsive technology environment for business users. The role serves as the key local IT contact and coordinates with regional/global technology teams for effective service delivery.

Roles & Responsibilities

Education Qualification: Bachelor’s Degree

Experience: 5-7 years in IT End User Support (Windows & Mac)

Key Responsibilities

• Provide Level 2 support for Windows/macOS, laptops, desktops, peripherals and mobile devices.
• Manage incidents and service requests, ensuring timely resolution within agreed SLA and service standards.
• Work in DTI IT operations, including user support, workplace technology and day-to-day technology requirements.
• Ensure readiness and availability of meeting rooms, MS Teams/VC, printers, Wi-Fi and other collaboration technologies.
• Manage IT asset lifecycle activities including allocation, inventory, refresh, replacement and retrieval.
• Coordinate with Network, Infrastructure, Cybersecurity, Application and Global IT teams for complex issues and service restoration.
• Manage OEM/vendor support for hardware repair, warranty and replacement activities.
• Support new joiner onboarding, office movements, business events and critical user requirements.
• Maintain required security, compliance, audit and operational controls.

Key Deliverables

• Maintain stable and efficient IT operations with minimal business disruption (~2000 users/laptops)
• Deliver consistent SLA performance and high-quality end-user support.
• Ensure workplace technology and meeting-room services are available and business-ready.
• Maintain accurate IT asset records and ensure timely device allocation and replacement.
• Provide effective coordination with business stakeholders, vendors and global technology teams.
• Identify recurring issues and drive permanent fixes and service improvements.
• Maintain operational documentation and knowledge to ensure service continuity and resilience.

Technical Skills Required:

• HP/DELL/Lenovo/Apple hardware
• Windows 11 OS
• Microsoft O365 support
• Microsoft Intune basics
• Microsoft SCCM
• macOS troubleshooting
• User account management
• Group Policy basics
• Windows & Mac Software deployment
• Device compliance troubleshooting
• OS imaging and deployment
• Password resets and unlocks
• MFA troubleshooting
• Incident, Request, and Problem Management
• PowerShell fundamentals
• Batch scripting basics
• Automation of repetitive tasks
• Basic Networking

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