Job Description

The Japan Research Institute (JRI) Limited is a subsidiary of Sumitomo Mitsui Banking Corporation (SMBC) Group. SMBC Group is a Tokyo-based bank holding company that is ranked among the largest 25 banks globally by assets under management. JRI provides comprehensive, highly value-added information services through the coordinated application of its 3 functions. i.e. information systems, consulting and think-tank. As a system integrator, JRI offers services in IT strategy planning, implementation and outsourcing to a broad range of industries and activities. JRI Singapore currently supports the overall IT functions of Sumitomo Mitsui Banking Corporation (SMBC) in Asia Pacific Region.

Responsibilities

Support, maintain and upgrade of Business Communications and IP telephony exchange. Provide support to end user community in three office locations. Support departments such as Treasury, Legal and Internal Audit requests for recording and playbacks. Attend to walk in customers through use of end user technology in Singapore. Conduct remote and on-site troubleshooting. Record technical requirements and issues via a ticketing system (Service Now). Follow-up with clients and customers to resolve issues so as to ensure full operations and functional status of hardware and software. Report customer feed back and ensure continuous service level improvement. Assist with Business Recovery activities. Create Technical Documentation and Guides. Provide testing and evaluation set-up to end users on new applications and technologies. Provide assistance in the relocation and testing of IP phones due to department/employee movements. Work closely with vendors in managing Change and Incident resolution. Support Business in technology refresh and new technology project implementation. Support includes troubleshooting and testing of Voice connectivity across regions.

Requirements

A minimum of 3-5 years experience supporting a Bank or Financial Institute with 3 years' experience in 2nd line support functions within the voice/telecoms industry and experience working with carriers, SIP/VOIP, and general LAN/WAN networking. Experience supporting Trading Floor and Treasury with knowledge in Cloud will be advantageous Good communications and interpersonal skills. Savvy with technology and computer with the passion to provide support to end users. * Will be required to perform weekend support or Change.