Technology Support Senior Analyst

Job Description:

Job Title: Technology Support Senior Analyst

Corporate Title: Officer

Location: Istanbul

Company Overview:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.  We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth.  This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.  Join us!

Role Description:

This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include acting as a seasoned contributor to perform complex technical problem resolution of operating systems, applications, and hardware. Key responsibilities include effectively supporting organizational initiatives to find efficient solutions to large scale operating problems and communicating technical information to clients and partners with care and empathy.

Responsibilities:

• You will be a key player in ensuring the smooth and efficient functioning of our IT infrastructure, directly impacting employee productivity and our ability to serve clients effectively.
• You will be a highly motivated, customer-focused problem-solver with a strong technical background and excellent communication skills.
• Support a diverse employee base across both Back-office and Front-office. Understand the specific technology needs and urgency levels of each group.
• Install, configure, and maintain a variety of hardware and software. This includes deploying new devices, migrating user data, troubleshooting application issues, and performing hardware upgrades and repairs.
• Log, track, and prioritize all support requests using our ticketing system. Ensure detailed and accurate documentation of all troubleshooting steps and resolutions.
• Provide basic training and guidance to employees on the use of new hardware, software, and security protocols.
• Adhere to all Bank of America security policies and compliance regulations. Ensure all devices and applications are configured to meet security standards. This includes performing regular security patches and updates.

What we are looking for:

• Proficiency in supporting Windows 11 and Microsoft Office 365 applications (Outlook, Word, Excel, Teams, etc.). Good understanding of Active Directory, Group Policy, and user account management.
• Good knowledge of network fundamentals.
• Experience with hardware troubleshooting and repair for desktops, laptops (Dell, HP, etc.), and printers.
• Experience supporting mobile devices (iOS/Android) and MDM solutions.
• A commitment to providing excellent customer service with a positive, professional, and patient demeanour.
• Good analytical and troubleshooting skills with the ability to diagnose and resolve complex technical issues quickly.
• Good verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities and work effectively in a fast-paced, high-pressure environment.
• A collaborative mindset with a willingness to share knowledge and assist colleagues.

Skills that will help:

• Experience in working in a large tech/finance org
• Experience with Linux operating systems
• Familiarity with collaboration platforms beyond Microsoft Teams (Zoom, Webex).

Bank of America:

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender/sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, membership of the Traveller community, age, sexual orientation, pregnancy or maternity, civil status,  socio-economic background, responsibility for dependants, family status or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.