Technology Support Consultant

Overview

Job Title: Employee Technology Support Consultant

Corporate

Title:

Up to Vice President

Location: Belfast

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We are devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes in both the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organisation. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Join us in Belfast, a city of opportunity and innovation. Our new office in City Quays is a vibrant, fast-growing hub for financial services and technology, supporting Bank of America’s global footprint. The Belfast facility will strengthen our business continuity, risk management capabilities, and regional operations.

• 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 technical background and excellent communication skills.
• Serve as the primary point of contact for all IT-related issues, including hardware, software, and network problems. Provide prompt and effective resolution for tickets related to desktops, laptops, mobile devices, printers, and other peripherals.
• 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 prioritise all support requests using our ticketing system. Ensure detailed and accurate documentation of all troubleshooting steps and resolutions.
• 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.
• Work closely with technology partners, including networks, application support, and cybersecurity, to escalate and resolve complex issues.
• Contribute to and maintain a knowledge base of technical articles and solutions to empower employees with self-service options.

• Proficient in supporting Windows 11 and Microsoft Office 365 applications (Outlook, Word, Excel, Teams). Good understanding of Active Directory, Group Policy, and user account management.
• Excellent knowledge of network fundamentals and NER room operations.
• Experience with hardware troubleshooting and repair for desktops, laptops (Dell, HP), 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.
• Excellent analytical and troubleshooting skills with the ability to diagnose and resolve complex technical issues quickly.
• Outstanding 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.

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

• Private healthcare for you and your family
• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons
• 20 days of back-up childcare including virtual tutoring and 20 days of back-up adult care per annum
• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical Illness etc
• Use of a flex fund to use towards benefits
• Access to an emotional wellbeing helpline, and virtual GP services
• Access to the Peppy App which provides 1:1 support, consultations and resources relating to mens health, womens health, fertility, menopause and…