TAC Technician 1

Company Name: Banco Popular

Location: Miami Lakes, FL, US - 33016

Job Duration: 2021-10-29 to 2021-11-28

Overview

 

Join the Popular Team!

Founded in 1893, Popular Inc. has been built upon strong institutional values while providing broad financial services within the United States, Puerto Rico, and the Caribbean.

We strive to create an extraordinary legacy with a passion for customer service, tremendous dedication to our employees, and strong partnerships in the communities where we reside. Come explore Popular – Our bottom line is you.

Tech Assistance Center

The Technology Assistance Center (TAC) Technician works in ourIT help desk and provides first level support for our back office, regional offices, and branch locations.  The role works closely with second level and third level IT support groups on incident tickets assigned to these teams.  The TAC Technician role is to answer incoming help desk calls, perform initial troubleshooting, assign unresolved tickets to second and third level support groups and inform the end user who is assigned to the ticket.  This team also owns the status communications process for open tickets, and TAC Technicians pursue second and third level support personnel to learn incident status for end users when necessary.  The TAC also owns all IT communications to the enterprise.
 

In this position, you will:

First Level Support:

  • Receive phone calls from end users.
     
  • Perform basic to mid-level troubleshooting tasks and diagnose basic system and network problems with end-users over the phone.
     
  • Reset network and application passwords.
     
  • Record TAC cases in the Technology Assistance Center ticket system.
     
  • Work on incident tickets based on priority.  (Incumbents with more experience will establish incident ticket priority and mentor junior TAC Technicians on ticket priority guidelines.)
     
  • Re-assign incident tickets that cannot be resolved by the TAC to second or third level support technician.
     
  • Communicate initial status with end-users based on support responsiveness guidelines or an agreed alternative support update schedule.
     
  • Own ongoing status communications process from other IT support groups.
     
  • Close incident tickets after resolution.
     
  • Provide off-hours support on a rotating basis.
     

Project Related Work:

  • Work on small, focused project tasks at the request of the second level or engineering teams; report project task status at appropriate intervals.
     
  • Understand the technology architecture of our environment and develop deeper technical skills in a technology domain relevant to our company.
     

To be considered, you will need:

Minimum Required:

  • Bachelor’s degree in Computer Science, Information Technology specialty, or related field.
     
  • Minimum of 1 year systems hardware and application level experience.
     

Desirable Education/Experience: Financial Services experience and Technology Industry certifications a plus
 

 

Please consider joining our DYNAMIC, friendly team! It takes only a few minutes to check-out this great opportunity and apply!

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

To learn more about Popular, visit our website at www.popularbank.com

Connect with us!

We reaffirm our commitment to offer essential financial services and solutions for our customers at all times, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.