Technology Support Consultant

Job Title : Executive Technology Support Consultant

Corp Title: Up to VP

Location: MLFC, London

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Location Overview:
Our London office is based just a stone’s throw from the magnificent St. Paul’s Cathedral on bustling King Edward Street. Here you’ll find modern workspaces and a state-of-the-art auditorium space. In addition, we’re proud to host an onsite restaurant that shares our commitment to sustainability by providing delicious seasonal menus which have been created with the planet in mind. Make sure to take time for yourself and head up to our rooftop terrace and take in the spectacular views across London. Finally, your physical wellness is well-catered for with our onsite gym facilities and medical centre.

The EMEA Executive Support team provides a high touch, single point of contact for all technology-related support services for the Bank of America’s Management Team (MTM), Board of Directors, Senior Executives and administration staff

Client engagement occurs through multiple channels including direct contact such as phone, email, or Employee Virtual Assistant.

The team also provide technology support for client and corporate events which are located both onsite and offsite which will require travel to other EMEA locations.

Position Overview:

We are looking for a highly motivated, customer-focused problem-solver with a strong technical background and excellent communication skills. They must have experience supporting Senior Executives (up to C-suite) as well as providing technology support to Corporate events across multiple countries in EMEA. This individual 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.

Responsibilities:

• Day to day support on all IT incidents/requests for Senior Executives and admin staff

• 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.

• Proactive monitoring of hardware/software installations

• Communicating technology changes to clients

• Provide product training where applicable.

• Drive efficiency opportunities across the population.

• Provide Technology Support to client/corporate assigned events which will include travel to EMEA locations.

• 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 prioritize 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 other IT teams, 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.

What we’re looking for:

• Experience working with Executives (up to C-Suite) – team has interaction up to CEO level.

• Results Driven – individual must be able to drive incidents to resolution and thorough root cause analysis

• Leverages Technology – must utilize multiple bank tools and systems to assess and understand supported environment

• Analytical Ability – must be able to assist in resolution of complex issues during high pressure environments

• Attention to Detail – must be able to look for anomalies in the environment that have caused or have potential to cause operational instability

• Communication & Influence – must be able to communicate to and influence all levels (up to c-suite) of the organisation

• Client Focus - Prioritise the needs and satisfaction of our customers, building strong relationships is key.

• Experience in working in a large tech/finance org

Skills Required:

• Proficiency in supporting Windows 11 and Microsoft Office 365 applications (Outlook, Word, Excel, Teams, etc.).Good understanding of Active Directory, Group Policy, and user account management.

• Knowledge of network fundamentals.

• Experience providing technology support to large scaled events

• Experience with hardware troubleshooting and repair for desktops, laptops (Dell, HP, etc.), and printers.

• Audio Visual knowledge of Cisco Telepresence, Webex, Teams and Zoom are essential.

• 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.

Nice to Have:

• Cisco Teleworker/Fortinet home network solutions knowledge

• Advanced troubleshooting/monitoring of Teams Admin Portal/Webex Monitoring Hub/Zoom Dashboard

Benefits of working at Bank of America:
UK

• At Bank of America, we strive to prioritise employees’ health and wellbeing – it’s what makes us a Great Place to Work.

• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner.

• 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.

• We offer 26-weeks paid maternity leave, 16-weeks paid paternity leave and inclusive family leave arrangements for working parents and carers including 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum.

• 20 days of back-up childcare including access to school holiday clubs 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, cycle to work etc.

• Access to free counselling through the Employee Assistance Program and virtual GP services through our private health care plan.

• Access to an Employee Assistance Program for confidential support and help for everyday matters.
  Ability to donate to charities of your choice directly through payroll and the bank will match your contribution.

• Opportunity to access our Arts & Culture corporate membership program and receive discounted entry to some of the UK’s most iconic cultural institutions and exhibitions.

• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local community.

Bank of America:

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.