Role Overview
The Help Desk Engineer / End User Support Engineer will act as an extension of the bank’s internal IT team, delivering onsite first-line and second-line support for end users and critical banking peripherals.
The role requires high responsiveness, strong customer-facing skills, and solid technical troubleshooting capability within a regulated banking environment.
The engineer will support approximately 100–120 users across multiple branches, ensuring business continuity, adherence to SLAs, and proactive issue prevention.
Key Responsibilities
End User & Device Support
- Provide onsite incident resolution for desktops and laptops running Windows OS
- Troubleshoot hardware, OS, and client-side banking application issues
- Support VIP and teller users with priority handling per SLA definitions
Banking Peripherals & Branch Systems
- Support and troubleshoot:
- Cheque scanners
- POS / PIN pads
- Card printers
- Cash counting machines
- Queuing kiosks
- Meeting room AV setups
- Coordinate with third-party vendors for specialized banking hardware repairs
IMAC & Service Requests
- Perform Install, Move, Add, and Change (IMAC) activities
- New user onboarding (device setup, software installation, peripherals)
- User device relocation and branch moves
Network & Telephony (L1/L2)
- Basic troubleshooting for:
- Network devices (switches, access points)
- Wi-Fi connectivity issues
- IP phones and collaboration tools (Microsoft Teams)
- Escalate complex issues to remote SME teams when required
Preventive & Proactive Support
- Conduct regular health checks for:
- Printers and kiosks
- Meeting rooms
- Branch IT equipment
- Proactively identify recurring issues and recommend improvements
Service & Governance
- Work within defined SLAs, response times, and escalation procedures
- Log, update, and close tickets accurately
- Participate in operational reporting and service reviews
- Maintain professionalism, confidentiality, and security awareness at all times
MUST-HAVE Competencies (Essential Requirements)
Technical Skills
- 3–5+ years of experience in End User / Desktop Support (preferably in banking or financial services)
- Strong hands-on experience with:
- Windows OS troubleshooting
- PCs, laptops, printers, and scanners
- Office IT peripherals
- Experience supporting banking branch environments or mission-critical users
- Solid understanding of:
- ITIL-based incident and request management
- SLA-driven support environments
Operational & Behavioral Skills
- Ability to respond immediately to critical incidents in high-pressure situations
- Excellent customer service and communication skills
- High mobility and willingness to travel across branches within Baghdad
- Strong documentation and ticketing discipline
- Ability to work independently while collaborating with remote teams
Security & Compliance
- Awareness of IT security best practices in regulated environments
- Ability to follow access controls, data confidentiality, and audit requirements
- Willingness to undergo background checks and security clearance
Education
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
NICE-TO-HAVE Competencies (Preferred / Value-Add)
Technical Enhancements
- Experience with:
- Core Banking Systems (client-side support)
- IP Telephony systems
- Basic network concepts (VLANs, DHCP, Wi-Fi troubleshooting)
- Exposure to preventive maintenance and proactive monitoring
- Familiarity with Microsoft 365 administration basics
Certifications (Optional)
- ITIL Foundation
- Microsoft Certified: Windows / Modern Desktop
- CompTIA A+ or Network+
Banking & Enterprise Exposure
- Previous experience working in banks or financial institutions
- Understanding of branch operations and teller environments
- Experience working with third-party vendors and OEMs
Personal Attributes
- Calm under pressure with strong prioritization skills
- Professional appearance and strong interpersonal presence
- Keen on continuous learning and skill development
- Ability to identify improvement opportunities beyond “break-fix” support
Success Indicators (KPIs)
- SLA compliance and response times
- First-time fix rate
- User satisfaction feedback
- Reduction in repeated incidents
- Quality of documentation and reporting
