Employee Technology Support Consultant in Belfast

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We are devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organisation. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference.

Join us in Belfast, a vibrant, fast-growing hub for financial services and technology, and a strategic addition to Bank of America's global footprint. This expansion underscores our commitment to investing in talent and driving innovation across the UK and Ireland. Our new offices at City Quays are in the heart of a city celebrated for its rich history, dynamic culture, and thriving business community. Whether you're local or considering relocation, you'll find a welcoming environment, an excellent quality of life, and the opportunity to help shape the future of banking.

About Bank of America in Belfast: Bank of America is one of the world's leading financial institutions, powered by approximately 213,000 talented employees worldwide. Our new Belfast facility will strengthen our business continuity planning and risk management capabilities while reinforcing the expertise and value delivered across our global teams. We're committed to creating up to 1,000 new roles, starting with positions in Global Anti-Money Laundering Operations and Global Financial Crimes Compliance. These teams will focus on critical areas such as client due diligence, quality assurance, and regulatory compliance support - key functions that safeguard the integrity of the international financial system.

Role Description: This is an exciting opportunity to join our brand new office in the City Quays area of Belfast. A dynamic new team is launching in Belfast within a leading banking institution, bringing fresh energy and innovation to the heart of the city's growing financial services sector. As an Employee Technology Support Consultant, you will play a pivotal role in shaping the bank's future, combining cutting-edge technology with deep industry expertise to drive smarter, more customer-focused solutions. With Belfast's vibrant talent pool and collaborative culture, the new team is poised to become a hub of creativity, problem-solving, and forward-thinking strategy - setting the stage for exciting opportunities and meaningful impact across the organisation.

This role is critical within our technology team, responsible for providing exceptional front-line technical support to all Bank of America employees, spanning both our front and back-office operations in an elevated desktop support role. Key responsibilities include:

• Acting as a seasoned contributor to perform complex technical problem resolution for operating systems, applications, and hardware.
• Effectively supporting organisational needs to find efficient solutions to large scale operating problems.
• Communicating technical information to clients and partners with care and empathy.

Responsibilities:

• 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.
• Support a diverse employee base across both Back-office and Front-office.
• Understand the specific technology needs and urgency levels of each group.
• Install, configure, and maintain a variety of hardware and software.
• Log, track, and prioritise 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.
• Work closely with technology partners, 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 are looking for:

• Proficient in supporting Windows 11 and Microsoft Office 365 applications (Outlook, Word, Excel, Teams).
• Good understanding of Active Directory, Group Policy, and user account management.
• Excellent knowledge of network fundamentals and NER room operations.
• Experience with hardware troubleshooting and repair for desktops, laptops (Dell, HP), and printers.
• Experience supporting mobile devices (iOS/Android) and MDM solutions.
• 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.

Skills that will help:

• Experience working in a large tech/finance organisation.
• Familiarity with collaboration platforms beyond Microsoft Teams (Zoom, Webex).

Benefits of working at Bank of America UK:

• Private healthcare for you and your family.
• 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.
• 20 days of back-up childcare including virtual tutoring 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.
• Access to an emotional wellbeing helpline, and virtual GP services.
• Access to the Peppy App which provides 1:1 support, consultations and resources relating to men's health, women's health, fertility, menopause and pregnancy & parenthood.
• Access to a range of gyms, exercise classes and wellbeing Apps through Wellhub, including Headspace and Calm.
• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution.
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local area.

Bank of America is an equal opportunities employer and ensures 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, political opinion, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability.