IT SUPPORT ENGINEER I

Candescent is the largest non-core digital banking provider. We bring together the transformative technologies that power and connect account opening, digital banking and branch solutions for banks and credit unions of all sizes on any core. Our Candescent solutions power the top three U.S. mobile banking apps and are trusted by banks and credit unions of all sizes.

We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of out-of-the-box and integrated partner solutions. In addition, our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly integrating custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.

Self-service configuration and marketing tools give financial institutions greater control of their branding, targeted messaging and overall user experience. And data-driven analytics and reporting tools provide valuable insights to help drive continued growth and profitability. From conversions and implementations to custom development and customer care, our clients get expert, end-to-end support at every step.

This position is responsible for supporting the day-to-day IT operations for CANDESCENT locations, working with both local, regional and global business and IT counterparts.

This position is responsible for hands-on client software support to include:

• LAN/WAN Network support, Telephony support, Printer support.
• PC Laptops, Desktops and high-end Engineering Workstations support including total client staging and restore and recovery of PCs.
• Global Information Security (GIS) with Information Security support including virus, backups, recovery, audits
• Help Desk incident resolution against service level agreements. Identify, track and resolve IT related issues with global teams
• Managing end user support and executive office/senior management IT support in a hybrid working environment (Office and Home)
• Project work including real estate projects, installation and maintenance for network, communications, AV equipment.
• IT asset inventory management / stocktakes / audits
• IT vendor support including telecom services management, IT vendor procurement
• Participate in IT planning and program execution
• Weekly timesheet entry into management systems
• Managing the site computer rooms
• Business continuity planning and execution.
• This will require the support oversight of the IT components located at the CANDESCENT location including the Computer Room, Hub Rooms, PC, Network, Telephony infrastructure, Applications, Executive Office support, Vendors eg. Telecom providers.
• Requires to be an expert in hardware troubleshooting and repair. Well versed in replacing parts of a PC.
• Other key aspects of the role include IT interlock into Disaster recovery plan execution Business continuity plan execution
• The position will also be involved in project activities – coordinating IT upgrades, new IT implementations, IT refresh programs, corporate real estate driven expansions that drive restack and other IT activities.
• The candidate must be able to communicate effectively with global, regional and site based cross-functional teams and solution partners and work effectively in a team environment as well as possess excellent organizational skills. Flexibility to support out of office hours and multiple CANDESCENT sites is also required.
• The candidate will have 2-3 years of relevant or related experience in LAN/WAN and technical support.
  
  

Attributes / Key Competencies

• Proficient in IT infrastructure support and Executive Office support
• High availability – before, during and after office hours end user support and project support
• Support key executive events like management meetings.
• Ability to support multiple sites in as required.
• Self-motivated, attentive to detail, able to learn quickly, innovative, organized.
• Adjusts to multiple demands, shifting priorities, ambiguity and rapid change. Accepts and adapts to new or alternative approaches.
• Capability to communicate and articulate ideas clearly to all levels of management
• Ability to work with in-country business teams, in-country IT, regional IT and global IT teams.
• Flexibility in working hours to accommodate IT project steps that need to be performed out of office hours
• Excellent verbal and written communications
• Action driven, service oriented, self-managed and high degree of autonomy
• Process discipline and focus on ethics and compliance
• Strong understanding of the IT development process, and support processes
  
  

Qualifications

• Certificate or bachelor’s degree in IT/Computer/Electronics & Communications Engineering or related discipline
• Experience with one or more of the following operating systems: Microsoft Windows 11
• Experience in Server/Dell PC Client support
• Experience with CISCO Switches/Routers/Networks, Telephony
• Implementation of structured cabling and layouts
• Experience managing complex support issues across a globally dispersed organization with multiple dependencies
• Experience in dealing and negotiating with IT suppliers and Telecommunication departments. Familiarity with environments using MPLS, LL, E1, ISDN, FR, DID, POTS.
• Knowledge of global wired and wireless network technologies, vendors and offerings
• Knowledge of Microsoft OS, TCP/IP
• Exposure to DNS/DHCP, WAN and LAN technologies
• Business and Requirements analysis skills
• At least 2-3 years of relevant or related experience in LAN/WAN and technical support
  
  

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is Candescent’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Candescent is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Candescent has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.