IT Support Engineer

JOB PURPOSE

The IT Support Engineer is responsible for ensuring the smooth operation, security, and availability of the bank’s desktop systems, applications, peripherals, and end-user computing resources. The role includes timely issue resolution, user access support, incident logging, and hardware/software maintenance in compliance with BSP IT Risk Management guidelines, Cybersecurity Framework (BSP Circular 982/1140), and Data Privacy Act enforced by NPC..

DUTIES AND RESPONSIBILITIES

1. End-User Support

• Troubleshoot and resolve hardware, software, network, and application issues for bank staff at headoffice and branches.
• Manager user access provisioning and de-provisioning, ensuring proper authorization and audit trails.
• Escalate complex or unresolved issues to appropriate teams while maintaining end-user communication.

2. System and Network Support

• Monitor endpoint devices, branch servers, and network connectivity for performance and availability.
• Install, configure, and maintain operating systems, productivity software, antivirus, and core banking terminals.
• Support secure VPN and remote access services in compliance with BSP Circular 982 (InfoSec Risk Management).

3. IT Asset Management

• Maintain accurate inventory of IT assets, including issuance, replacement, and disposal.
• Assist with the secure decommissioning and wiping of storage devices per BSP and NPC guidelines.

4. Change and Patch Management

• Participate in deployment of patches, updates, and approved configuration changes.
• Coordinate with IT Operations for scheduled system downtimes or upgrades following change management policies.

5. Security and Compliance Support

• Enforce endpoint security policies (e.g. password complexity, auto-lock, antivirus).
• Respond to and assist with the containment of security alerts or suspected data breaches.
• Ensure compliance with BSP regulations (e.g. Circulars 982, 1122, and 1019) and NPC advisory on data protection practices.

6. User Training and Awareness

• Support the implementation of information security awareness campaigns for bank staff.
• Educate users on phishing, email safety, and device security practices as part of compliance to BSP Circular 982 Sec. 6.3.

7. Disaster Recovery and Business Continuity Support

• Participate in IT disaster recovery testing and simulate failover procedures with guidance from the DR/BCP team.
• Ensure backup systems and procedures are tested periodically and reports are submitted to management.

8. Other related tasks as assigned by the Technical Operations Manager.