Employee Technology Support Consultant in Belfast

This job is with Bank of America, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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. We are committed to being a diverse and inclusive workplace for everyone and to investing in our teammates and their families by offering competitive benefits to support wellbeing.

Bank of America believes in 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 provides opportunities to learn, grow and make an impact.

We are opening a new office in Belfast, a vibrant hub for financial services and technology. This expansion reinforces our commitment to invest in talent and drive innovation across the UK and Ireland. Our offices at City Quays are in the heart of a city with a rich history, culture and thriving business community.

Bank of America is a leading financial institution with approximately 213,000 employees worldwide. Our Belfast facility will strengthen business continuity planning and risk management capabilities and reinforce value across our global teams. We are creating up to 1,000 new roles, starting with Global Anti-Money Laundering Operations and Global Financial Crimes Compliance, focusing on client due diligence, quality assurance, and regulatory compliance support.

This is an exciting opportunity to join our new office in City Quays, Belfast. A dynamic new team is launching to bring energy and innovation to 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 industry expertise to drive smarter, more customer-focused solutions. The role is within our technology team and you will provide exceptional front-line technical support to Bank of America employees across front and back-office operations in an elevated desktop support capacity.

Key responsibilities include:

• Performing complex technical problem resolution for operating systems, applications, and hardware.
• Supporting organizational needs with efficient solutions to large-scale problems.
• Communicating technical information to clients and partners with care and empathy.

You will be a key player in ensuring the smooth and efficient functioning of our IT infrastructure, directly impacting employee productivity and our ability to serve clients effectively. You will be a highly motivated, customer-focused, problem-solver with a technical background and excellent communication skills.

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.
• Adhere to all Bank of America security policies and compliance regulations.
• Work closely with technology partners to escalate and resolve complex issues.
• Contribute to and maintain a knowledge base of technical articles and solutions.

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.
• 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:

• Private healthcare for you and your family.
• Competitive pension plan, life assurance and group income protection cover.
• 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.
• Access to an emotional wellbeing helpline, and virtual GP services.
• Access to the Peppy App which provides 1:1 support, consultations and resources.
• Access to a range of gyms, exercise classes and wellbeing Apps through Wellhub.
• Ability to donate to charities of your choice directly through payroll.
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local area.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer and ensure 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.