Help Desk Engineer - Banking End User Support

About the role

The Help Desk Engineer / End User Support Engineer acts as an extension of the bank's internal IT team, providing onsite first-line and second-line support for end users and critical banking peripherals. The engineer supports about 100-120 users across several branches, ensuring business continuity, adherence to SLAs and proactive issue prevention. The role demands high responsiveness, strong customer-facing skills and solid technical troubleshooting in a regulated banking environment.

Key responsibilities

• Resolve incidents onsite for Windows desktops and laptops, and troubleshoot hardware, OS and client-side banking application issues
• Support VIP and teller users with priority handling per SLA
• Maintain cheque scanners, POS/PIN pads, card printers, cash counting machines, queuing kiosks and meeting room AV setups, coordinating with third-party vendors for repairs
• Handle IMAC requests, new user onboarding, device relocation and branch moves
• Troubleshoot switches, access points, Wi-Fi, IP phones and Microsoft Teams, escalating complex issues to remote SME teams
• Run regular health checks on printers, kiosks and branch equipment, and proactively recommend improvements
• Work within SLAs, log and close tickets accurately, and take part in operational reporting and service reviews

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field (or equivalent experience)
• 3-5+ years of end-user/desktop support experience, preferably in banking or financial services
• Ability to respond immediately to critical incidents, travel across branches in Baghdad and work independently with remote teams
• Willingness to undergo background checks and security clearance

Required skills

• Hands-on Windows troubleshooting, PCs, laptops, printers and scanners
• ITIL-based incident and request management and SLA-driven support
• Nice-to-have: core banking systems, IP telephony, basic networking (VLANs, DHCP, Wi-Fi), Microsoft 365 basics, ITIL Foundation, CompTIA A+ or Network+