About this role
<p style="margin:0.0in">The Japan Research Institute (JRI) Limited is a subsidiary of Sumitomo Mitsui Banking Corporation (SMBC) Group. SMBC Group is a Tokyo-based bank holding company that is ranked among the largest 25 banks globally by assets under management. JRI provides comprehensive, highly value-added information services through the coordinated application of its 3 functions. i.e. information systems, consulting and think-tank. As a system integrator, JRI offers services in IT strategy planning, implementation and outsourcing to a broad range of industries and activities. JRI Singapore currently supports the overall IT functions of Sumitomo Mitsui Banking Corporation (SMBC) in Asia Pacific Region.</p><p style="margin:0.0in 0.0in 8.0pt;line-height:107%"><strong><span style="">Responsibilities</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Support, maintain and upgrade of Business Communications and IP telephony exchange.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Provide support to end user community in three office locations.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Support departments such as Treasury, Legal and Internal Audit requests for recording and playbacks.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Attend to walk in customers through use of end user technology in Singapore.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Conduct remote and on-site troubleshooting.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Record technical requirements and issues via a ticketing system (Service Now).</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Follow-up with clients and customers to resolve issues so as to ensure full operations and functional status of hardware and software.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Report customer feed back and ensure continuous service level improvement.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Assist with Business Recovery activities.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Create Technical Documentation and Guides.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Provide testing and evaluation set-up to end users on new applications and technologies.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Provide assistance in the relocation and testing of IP phones due to department/employee movements.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Work closely with vendors in managing Change and Incident resolution.</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:107%"><span style="">Support Business in technology refresh and new technology project implementation. </span></li> <li style="margin:0.0in 0.0in 8.0pt 24.0px;line-height:107%"><span style="">Support includes troubleshooting and testing of Voice connectivity across regions.</span></li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%"><strong><span style="">Requirements</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 20.0px;line-height:107%;text-indent:4.0px"><span style="">A minimum of 3-5 years experience supporting a Bank or Financial Institute with 3 years’ experience in 2nd line support functions within the voice/telecoms industry and experience working with carriers, SIP/VOIP, and general LAN/WAN networking.</span></li> <li style="margin:0.0in 0.0in 0.0in 20.0px;line-height:107%;text-indent:4.0px"><span style="">Experience supporting Trading Floor and Treasury with knowledge in Cloud will be advantageous</span></li> <li style="margin:0.0in 0.0in 0.0in 20.0px;line-height:107%;text-indent:4.0px"><span style="">Good communications and interpersonal skills.</span></li> <li style="margin:0.0in 0.0in 0.0in 20.0px;line-height:107%;text-indent:4.0px"><span style="">Savvy with technology and computer with the passion to provide support to end users.</span></li> <li style="margin:0.0in 0.0in 8.0pt 20.0px;line-height:107%;text-indent:4.0px"><span style="">Will be required to perform weekend support or Change.</span></li> </ul>