Position Details

Type Full-Time

Experience mid

Exp. Years 2+ years

Education Not Specified

Category IT Support & Helpdesk

About this role

Technology Support II provides escalation-based technical support for production application flows, focusing on incident management, problem management, and observability to ensure stable production environments in a banking setting.

Key Responsibilities

Analyze and troubleshoot production flows
Manage incidents and escalations
Improve observability and problem management
Communicate with stakeholders
Contribute to RCA discussions

Technical Overview

Role involves troubleshooting production incidents across on-premises and cloud environments, leveraging ITIL processes, and engaging with digital channels and secure file transfer protocols (SFTP/HTTPS/AS2).

Ideal Candidate

The ideal candidate is an IT support professional with 2+ years in production troubleshooting, strong communication, ITIL familiarity, and the ability to manage incidents on-site in a large banking environment.

Must-Have Skills

2+ years of experience troubleshooting IT servicesStrong oral and written communicationExcellent time management and organizational skillsWorking knowledge of ITIL

Nice-to-Have Skills

Multilingual proficiency: Portuguese and/or SpanishExperience with Corporate Treasury ManagementPayment Processingand ReconciliationDigital channels product knowledge (SFTPHTTPSAS2)Knowledge of one or more general-purpose programming languages or automation scripting

Required Skills

2+ years troubleshooting IT servicesstrong communicationITILobservabilityWindowsMicrosoft Officeon-site supportproduction incidentsincident managementproblem managementSFTPHTTPSAS2

Hard Skills

Production application flowsTroubleshootingProduction incidentsProblem managementObservabilityMicrosoft Operating SystemsOffice SuiteITIL frameworkOn-premisesPublic cloudSFTPHTTPSAS2Digital channelsCoding/scripting

Soft Skills

Strong communicationTime managementOrganizational skillsFacilitation and influencingAttention to detail

Industry & Role

Industry Banking

Job Function Escalation point for production service issues and incident management in a large banking environment

Role Subtype Technical Support Specialist

Tech Domains Windows Server

Keywords for Your Resume

technology support iiit supportproduction incidentsproblem managementobservability toolsincident managementrcaitilwindowsmicrosoft officesftphttpsas2on-sitetampabankingfinancial servicescommunicationIT supportITILSFTP

Deal Breakers

2+ years of experience required, On-site in Tampa, US work authorization (implied)

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Technology Support II - Client Support Escalations

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