BE PART OF A BANK LIKE NO OTHER.
When you work with the world's most innovative companies, you know you're making a difference.
Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.
They come to SVB for our expertise, deep network and nearly forty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.
Join us at SVB and be part of bringing our clients' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.
Job Description
The EUS Desktop Technician I is a member of the End User Services team and is responsible for delivering high quality technology support and services to SVB's end user community. The technician must balance strong technical abilities with genuine interpersonal skills to satisfy our internal customers and fulfill our EUS mission.
Primary Responsibilities:
DESKTOP SUPPORT - Positively interacts with and supports end users with their technical issues and requests via remote control support, telephone calls, deskside visits and Tech Caf walk-ins.
HARDWARE SUPPORT - Unbox, image, configure, test, deploy and troubleshoot laptop/desktop/NUC hardware running Windows or MacOS and common peripherals including docking stations, monitors, printers and scanners following all asset management processes and procedures.
SOFTWARE SUPPORT - Deploy, install and troubleshoot line-of-business (LOB) and commercial off-the-shelf (COTS) software utilizing desktop and mobile device management tools. Assist and train users on common productivity applications including the Microsoft Office suite.
INFRASTRUCTURE SUPPORT - Provide Tier 2 support of networking, wireless networking, home networking, VPN, software packaging, multi-factor authentication, VDIs, virtual machines, threat management and operating system deployment (OSD).
MOBILE DEVICE SUPPORT - Configure, test and deploy corporate iPhones controlled via Apple DEP and Microsoft InTune. Assist end users with questions and issues that occur on both corporate and BYOD devices running various versions of iOS and Android OS.
VIP SUPPORT - Build strong relationships with executive staff and promptly assist them with their questions, incidents and service requests.
AUDIO/VISUAL - Learn and support the audio/visual technology present in SVB meeting rooms and auditoriums.
ACTIVE DIRECTORY - Understands Active Directory concepts and can administer user, user groups and computers per standard operating procedures.
TEAM PLAYER - Act as a team player supporting peers, department management and business unit leadership to fulfill operational service levels, department initiatives and project deliverables. Believe in and adopt a "70% agreement, 100% commitment" attitude.
CUSTOMER-FOCUSED - Understand and execute a user-first service philosophy whereby restoring service quickly for the end user comes first, deferring user training or correction for after the disruption.
SERVICE LEVEL COMPLIANCE - Acknowledge and resolve assigned tasks, incidents and changes according to published SLAs and KPIs.
KNOWLEDGE MANAGEMENT - Recognize situations where information is needed to elevate team performance. Document and share knowledge in the KMS so that others can learn and provide consistent resolutions or service.
CONTINUOUS IMPROVEMENT - Promote continuous improvement by voicing concerns or proposing change to improve user experience, efficiency, compliancy or cost savings.
SYSTEM ADMINISTRATION - Administer systems managed under the EUS domain, as required.
Qualifications:
Minimum 3 years of experience in a Tier 1 or Tier 2 desktop technical support role.
Minimum 3 years of experience supporting Windows 7, Windows 10 or Windows 10 IoT.
Minimum 3 years of experience supporting MacOS.
Minimum 3 years of experience supporting end users in an Office 365 environment.
Minimum 3 years of experience support iOS and Android.
Experience with Microsoft SCCM, InTune and JAMF preferred.
Experience with audio/visual and video conference solutions preferred.
Experience with Active Directory preferred.
Demonstrated ability to think critically.
Demonstrated ability to communicate effectively to business and technical audiences.
Demonstrated self-motivated work ethic and lifelong learner.
Education or Equivalent Experience:
Bachelor's degree in IT related field or related job experience
ITIL v3 Foundation
CompTIA A+ or Microsoft Technology Associate (MTA) certification
2022 SVB Financial Group. All rights reserved. SVB, SVB FINANCIAL GROUP, SILICON VALLEY BANK, MAKE NEXT HAPPEN NOW and the chevron device are trademarks of SVB Financial Group, used under license. Silicon Valley Bank is a member of the FDIC and the Federal Reserve System. Silicon Valley Bank is the California bank subsidiary of SVB Financial Group (Nasdaq: SIVB).
Equal Employment Opportunity
Silicon Valley Bank is an equal opportunity employer and is dedicated to expanding its commitments and investments to create a more diverse, equitable and inclusive company culture and innovation ecosystem. We are strongly committed to the values and policy of equal employment opportunity across our employment practices.
Silicon Valley Bank UK Limited is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK (Company Number 12546585). Silicon Valley Bank UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (Firm Reference Number 543146). Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.
