ABOUT TEMENOS
Temenos is a global leader in banking technology. Through our market-leading core banking suite and best-in-class composable solutions, we are modernizing the banking industry. Banks of all sizes utilize our adaptable technology – on-premises, in the cloud, or as SaaS – to deliver next-generation services and AI-enhanced experiences that elevate banking for their customers. Our mission is to create a world where people can live their best financial lives.
VALUES
Care about transforming the Banking landscape.
Commit to being part of an exciting culture and product evolving within the financial industry.
Collaborate effectively and proactively with teams within or outside Temenos.
Challenge yourself to be ambitious and achieve your individual as well as the company targets.
Job Purpose
The Senior IT Support role is responsible for delivering high-quality, reliable, and user-focused IT support services to internal users. The position supports daily IT operations by resolving complex technical issues, acting as a senior escalation point for support requests, and ensuring stable and secure IT environments.
This role requires strong technical expertise, a proactive service-oriented mindset, and the ability to work independently while collaborating closely with other IT teams.
Responsibilities
IT Support & Service Management
- You will provide second-line and senior-level IT support to internal users.
- You will receive, log, track, and manage IT support requests via phone, email, IT ticketing systems, Microsoft Teams, and remote support tools.
- You will troubleshoot and resolve complex hardware, software, and user access issues.
- You will act as an escalation point for unresolved or high-priority incidents and coordinate resolution with appropriate IT teams.
- You will prioritize and manage assigned tickets to ensure timely resolution according to agreed service levels and business impact.
- You will communicate clearly with users and relevant stakeholders regarding issue status, progress, and resolution.
- You will follow and promote defined IT support, incident, and request management processes.
- You will mentor and provide guidance to junior IT support team members when required.
End-User Devices & Workplace Support
- You will install, configure, maintain, and troubleshoot desktops, laptops, printers, peripherals, and collaboration tools.
- You will support meeting rooms, conference equipment, hot desks, and shared office setups.
- You will coordinate hardware replacements, upgrades, and equipment rollouts with vendors and internal teams.
- You will maintain accurate IT asset inventory records and support device lifecycle management activities.
- You will perform routine hardware checks and assist with preventative maintenance activities.
Documentation & Continuous Improvement
- You will maintain, review, and continuously improve IT support documentation and knowledge base articles.
- You will identify recurring issues and contribute to continuous improvement of IT support processes and user experience.
- You will support IT best practices and standards, including those aligned with ITIL principles.
Skills
Technical Skills
- You should have 7-10 years of experience in an IT support, service desk, or technical support role.
- You should have a diploma or degree in Information Technology or a related field, which is considered an advantage.
- You should have strong working knowledge of Microsoft Windows operating systems and Microsoft Office 365 administration.
- You should have extensive experience supporting laptops, desktops, and end-user devices in enterprise environments.
- You should have solid hands-on experience with Active Directory, including user accounts, access management, and group policies.
- You should have a good understanding of networking concepts such as IP addressing, DNS, DHCP, VPN, and Wi‑Fi.
- You should have strong experience using IT ticketing or service management tools.
- You should have relevant IT certifications such as CompTIA A+, ITIL Foundation, Microsoft certifications, or equivalent, which are considered a plus.
Interpersonal & Professional Skills
- You should have excellent troubleshooting, analytical, and problem-solving skills.
- You should have excellent verbal and written communication skills.
- You should have a customer-focused mindset and the ability to work independently while taking ownership of issues.
SOME OF OUR BENEFITS include:
Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
Family care: 4 weeks of paid family care leave
Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
Study leaves: 2 weeks of paid leave each year for study or personal development
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