Support Engineer

Job Summary
We are seeking a dedicated and skilled Support Engineer to join our IT Support team. The ideal candidate will primarily support Mobile users and Mac users, ensuring seamless operation and user satisfaction. This role requires a strong understanding of endpoint management systems, particularly Mobile Device Management (MDM) solutions, with a focus on Microsoft Intune. Excellent English communication skills and the ability to troubleshoot and resolve user issues efficiently are essential. The candidate should be prepared to work in shifts to provide round-the-clock support.

Required Experience

• 3 to 5 years of experience in IT support, with a focus on Mobile and Mac users.

Key Responsibilities
Processes

• Ensure the service operations and management is aligned with the Bank's eSDLC processes.

Governance

• Ensure the service operations and management is aligned with the Bank's ITSM processes.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Core Responsibilities

• Provide technical support for Mobile users and Mac users, ensuring timely resolution of issues.
• Manage and troubleshoot endpoint management systems, with a focus on MDM solutions.
• Utilize Microsoft Intune for device management, policy enforcement, and troubleshooting.
• Assist in the deployment, configuration, and maintenance of Mobile & Mac OS devices.
• Respond to and resolve user issues related to Mobile devices, Mac OS, and endpoint management systems.
• Document and track support requests, ensuring accurate and timely updates in the ticketing system.
• Collaborate with other IT team members to identify and implement solutions to improve user experience.
• Provide training and guidance to end-users on best practices and usage of mobile and Mac devices.
• Participate in shift work to ensure 15/7 support coverage.

Qualifications

• Education: Bachelor's in computer science or it
• Certifications: Ms Intune

Skills And Experience

• 3 to 5 years of experience in IT support, with a focus on Mobile and Mac users.
• Proven experience in providing technical support for Mobile OS and Mac OS users.
• Strong knowledge of endpoint management systems, particularly MDM solutions.
• Hands-on experience with Microsoft Intune is mandatory.
• Proficiency in troubleshooting and resolving issues related to mobile devices and Mac OS.
• Excellent English communication skills, both verbal and written.
• Ability to work effectively in a team environment and independently.
• Strong problem-solving skills and attention to detail.
• Willingness to work in shifts to provide continuous support.
• Qualification (must): Bachelor's degree in Computers or IT or related domains.

Role Specific Technical Competencies

• Endpoint Management
• Technical Troubleshooting
• Mobile OS – iOS & Android
• IT Service Management (ITSM)
• Mac OS
• Software Installation and Support

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer
In line with our Fair Pay Charter,
we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.