Who are we?

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

What will you contribute?

This position will provide full onsite support (5 days/week in office requirement) for End User computer devices such as laptops/desktops, mobile devices, video conferencing equipment, and printers. The candidate will support VIP employees (White Glove). The role will support incidents, service requests, IT onboarding and offboarding as well as basic IMAC responsibilities. The role will follow Finastra Asset management policies and procedures with the deployment, recovery and disposal of assets.

Responsibilities & Deliverables:

Your deliverables will include, but are not limited to, the following:

• Manage Desktops and Laptops running Microsoft Windows and Apple MAC OS using current Finastra procedures,
• Manage end user devices with the existing tools supporting printers, desk phones, voice mail, MS Teams, application setup/support, Mobile Devices.
• Provide support to all authorized users who access Finastra provided services, Help Desk device and software from any location, troubleshoot remotely using Finastra tools and break-fix services as applicable

Provide status and updates on Incidents/Problems at Finastra's request and according to severity guidelines.

Coordinate Help Desk service-related activities with Finastra's Level 2 and Level 3 support teams and communicate with the authorized Users as necessary. Status communications on ticket progress with the end-user/requestor to be done and documented in each ticket.

Provide support for all video/audio conference endpoints at all Finastra locations. (included vendor maintenance coordination and end user operational support)

All activities in relation with White Glove Services (i.e. open new tickets, follow tickets, ensure the correct tickets closing, etc.) on behalf of the White Glove authorized user is performed by deskside personnel or remote Help Desk support.

Perform asset tracking, inventory management and monthly reporting (asset details, location).

Required Experience:

• University Education or equivalent.
• Strong Knowledge of PC (Windows), MacOS and iOS.
• Strong Customer Service and communication skills.

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!

Applicants for this position need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California.