About Company
National Commercial Bank (NCB) Jamaica Limited is the largest financial group in Jamaica, serving millions of customers island-wide with a comprehensive suite of banking and financial solutions. With a rich history spanning over 180 years, NCB is renowned for its commitment to innovation, customer service excellence, and its significant contribution to Jamaica’s economic development. We believe in fostering a dynamic and inclusive work environment where employees are empowered to grow, develop, and make a tangible impact. Our mission extends beyond banking; we are dedicated to building a better Jamaica through various community initiatives and by providing secure, reliable, and accessible financial services to all segments of the population. Joining NCB means becoming part of a legacy of excellence and a future of innovation.
Job Description
Are you a tech-savvy problem-solver with a passion for helping others? Do you thrive in a dynamic, office-based environment where your expertise directly contributes to operational efficiency and customer satisfaction? National Commercial Bank (NCB) Jamaica Limited, a leader in the Jamaican financial landscape, is seeking a dedicated and enthusiastic IT Support – Helpdesk professional to join our team in Brown’s Town, St. Ann. This is an unparalleled opportunity to grow your career within a robust and innovative banking institution, providing essential technical assistance that keeps our operations running smoothly and securely.
In this pivotal office-based role, you will be the first point of contact for our employees experiencing technical difficulties. From troubleshooting software glitches and hardware malfunctions to assisting with network connectivity and application support, your mission will be to ensure our internal users have the seamless technology experience they need to serve our valued customers. This isn’t just about fixing computers; it’s about empowering our people with reliable tools, enhancing productivity, and upholding the high standards of a premier financial services provider.
You will be instrumental in diagnosing and resolving a wide array of technical issues, utilizing your strong analytical skills and comprehensive knowledge of IT systems. The banking sector demands not only technical prowess but also a keen understanding of security protocols and data integrity. You will play a crucial role in maintaining these standards, ensuring all IT interventions comply with NCB’s rigorous policies and regulatory requirements. Beyond reactive support, you will also contribute to proactive maintenance and system improvements, identifying recurring issues and suggesting solutions to enhance overall IT infrastructure reliability. We are looking for someone who is not only adept at technical resolution but also possesses exceptional communication skills, capable of explaining complex IT concepts in an understandable manner to non-technical users, fostering a positive and productive user experience. Your commitment to prompt, efficient, and friendly support will be key to your success and the smooth functioning of our Brown’s Town branch. Join us and contribute to a legacy of excellence and innovation, where your skills are valued, and your professional growth is encouraged.
Key Responsibilities
- Provide first-level technical support for hardware, software, and network-related issues via phone, email, and in-person.
- Respond promptly to helpdesk tickets, meticulously documenting all issues and resolutions in the ticketing system.
- Troubleshoot and resolve common user problems related to Windows operating systems, Microsoft Office Suite, and proprietary banking applications.
- Install, configure, and maintain desktops, laptops, printers, scanners, and other peripheral devices.
- Assist with basic network connectivity troubleshooting (LAN/WAN, Wi-Fi) and resolve minor network access issues.
- Perform routine system checks and preventative maintenance to ensure optimal performance of IT equipment.
- Educate users on IT best practices, security awareness, and efficient use of technology resources.
- Escalate complex or unresolved technical issues to senior IT staff or specialized support teams when necessary.
- Adhere strictly to NCB's IT security policies, compliance standards, and data privacy regulations.
- Manage IT inventory, including asset tracking, procurement, and decommissioning of equipment.
Required Skills
- Proficiency in Windows 10/11 operating systems and Microsoft Office 365 applications.
- Solid understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
- Demonstrated ability to troubleshoot hardware issues for desktops, laptops, and peripherals.
- Exceptional customer service skills with a patient and empathetic approach.
- Excellent verbal and written communication skills to articulate technical information clearly.
- Strong problem-solving and analytical abilities with keen attention to detail.
- Ability to work independently as well as collaboratively within a team environment.
- Proven time management and organizational skills to manage multiple priorities effectively.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certifications.
- Experience with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, Zendesk).
- Prior experience working in a financial services environment or a similar regulated industry.
- Familiarity with remote support tools and methodologies.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and life insurance benefits.
- Pension plan with company contributions.
- Opportunities for continuous professional development and training.
- Employee banking benefits and discounts.
- Supportive and collaborative work environment.
- Paid time off and holiday benefits.
How to Apply
Ready to take the next step in your IT career with Jamaica’s leading financial institution? We encourage all qualified candidates to apply. Please click on the application link below to submit your resume and cover letter directly through our careers portal. Ensure your application highlights your relevant experience and skills.