End User Support Engineer

About the role

The End User Support Engineer will join the bank’s internal IT team to provide first‑line and second‑line onsite support for approximately 100–120 users across multiple branches in Baghdad. The role demands rapid response, strong customer‑facing abilities, and solid technical troubleshooting within a regulated banking environment.

Key responsibilities

• Deliver onsite incident resolution for Windows desktops and laptops, including hardware, OS, and client‑side banking applications.
• Support VIP and teller users with priority handling according to SLA definitions.
• Maintain and troubleshoot banking peripherals such as cheque scanners, POS/PIN pads, card printers, cash‑counting machines, queuing kiosks, and meeting‑room AV setups.
• Coordinate with third‑party vendors for specialized hardware repairs.
• Perform Install, Move, Add, Change (IMAC) activities and new‑user onboarding, including device setup and software installation.
• Provide basic L1/L2 network and telephony support, covering switches, access points, Wi‑Fi connectivity, IP phones, and Microsoft Teams.
• Escalate complex issues to remote subject‑matter experts when required.
• Conduct regular health checks on printers, kiosks, and branch IT equipment, identifying recurring problems and recommending improvements.
• Adhere to defined SLAs, log tickets accurately, and participate in operational reporting and service reviews.

Required profile

• 3–5+ years of end‑user/desktop support experience, preferably in banking or financial services.
• Ability to respond immediately to critical incidents and work under high pressure.
• Strong documentation discipline and ticketing accuracy.
• Willingness to travel across branches in Baghdad and undergo background checks.
• Awareness of IT security best practices in regulated environments.

Required skills

• Windows OS troubleshooting
• PCs, laptops, printers, scanners
• Office IT peripherals (cheque scanners, POS/PIN pads, card printers, cash‑counting machines, queuing kiosks)
• Meeting‑room AV equipment
• Network switches and wireless access points
• Wi‑Fi connectivity troubleshooting
• IP phones and Microsoft Teams
• ITIL‑based incident and request management