CIB END USER IT SUPPORT TECHNICIAN, MADRID

CIB End User IT Support Technician
BNP Paribas Group is the top bank in the European Union and a major international banking establishment. It has close to 185,000 employees in 65 countries. In Spain, we are more than 5,100 employees within 13 business lines.

Spain IT Production

The Spain IT Production organization consists of CIB ITO ITG IT Platforms and is responsible for providing IT Production services to our Clients in EMEA, ensuring a Digital Market evolution, in a secured and performant environment, and with reliable quality. The IT Production organization includes Infrastructure services, Telecom Workspace, Production Security, and Application Production domains and associated transversal services (CTO Office, Control Tower, PMO, and IT Continuity). In Spain, IT Production relies on a Platform with over 400 experts that provide full-stack support services ensuring a secure, stable, standardized, and efficient production.

ABOUT THE JOB

CONTEXT AND ROLE SUMMARY

The Telecom Workspace Domain is part of the Corporate Institutional Banking Information Technology Operations (CIB ITO) of BNP Paribas. Within this domain, the IT Support team and its technicians are responsible for delivering best-class end-user support to the companys employees.

TASKS AND KEY RESPONSIBILITIES

- Check the team incidents, contact the end users, and provide a first level of support.
- Manage team requests.
- Maintain the stockroom clean and organized as well as check the asset levels.
- Provide all new joiners with the proper tools and assets to start their work.
- Build up laptops and workstations.
- Update the asset levels.
- Audiovisual support: The technician will receive the request of events, analyzing the technical needs, perform tests before the event, and provide support during the event.
- VIP Support: The technician will prioritize the resolution of any incident raised by the VIP users in the company.
- Manage mobile phones, install corporate access and applications, guide the users on the first login, and troubleshoot incidents.

PROFESSIONAL SKILLS, ABILITIES AND EXPERIENCE

Essential

- Advanced knowledge in Windows 10/11 and Office 365.
- Strong experience in troubleshooting hardware and software problems.
- Basic knowledge in the following technologies: LAN, Wireless, Telephony, Cisco, Skype, VPN, Citrix.
- Laptop and Desktop build, imaging, and initial configuration.
- Advanced knowledge in troubleshooting tools, such as remote-control tools.
- Mobile management, initial configuration, email account configuration, troubleshooting preferably iPhone.
- Experience dealing with VIP profiles and high-priority user incidents.
- Medium/advanced knowledge with system ticketing tools preferably Service Now.

Desirable

- Strong verbal and written communication skills in English.
- Skills managing audiovisual elements, such as microphones, codecs, audio, and video switch matrix.

PERSONAL ATTRIBUTES

- Eager to learn.
- Analytical mindset.
- Ability to work well under pressure and in a team environment.
- Good interpersonal and communication skills.
- Good ability to deal with customers and VIPs.

LANGUAGES AND QUALIFICATIONS

- Languages: High-level English spoken and written fluently. French spoken and written will be valued.
- Qualifications: Bachelor in computer science or equivalent. Senior technician in computer systems management.

OTHERS

- On Site Services: From 7:00 to 18:00, scheduled in weekly shifts of 8 working hours/day.
- On Call Services: Yes

BENEFITS

- Training programs, career plans, and internal mobility opportunities, national and international, thanks to our presence in different countries.
- Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations, and MixCity).
- Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities.
- Flexible compensation plan.
- 32 vacation days.

Windows, Office 365, LAN

Windows, Office 365, LAN