Level 2 Desktop Support - AVP

About MUFG

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, MUFG’s 150,000 colleagues strive to make a difference for every client, organization, and community served, guided by values of building long-term relationships, serving society, and fostering shared and sustainable growth.

With a vision to be the world’s most trusted financial group, MUFG emphasizes putting people first, listening to new and diverse ideas, and collaborating to drive greater innovation, speed, and agility—through investments in talent, technologies, and tools that empower you to own your career.

Work Arrangement

The selected colleague will work at an MUFG office or client site four days per week and work remotely one day. A member of the recruitment team will provide more details.

Job Summary

General Level II Support

• Provide technical support for remotely connected users through VPN.
• Track hardware/software assets and ensure documented IT asset management policies are followed.
• Build, test, and deploy workstations in adherence to MUFG established policies and guidelines.
• Document new problems and incidents using the ServiceNow ticketing system.
• Monitor the ServiceNow ticket queue, respond promptly to incidents and problems, and follow through to resolution.
• Communicate issues requiring management attention and problems impacting large numbers of clients.
• Provide technical support for branch office support using a combination of phone and “online connected session” to resolve incidents.
• Provide End User Computing move/add/changes in adherence to MUFG guidelines.
• Follow up with the service team for root-cause analysis (problem management) to support continuous improvement of service delivery processes.
• Provide “white glove” services support for premier/executive-level employees to ensure continuity of services and prompt addressing of issues; confirm all needs are addressed.
• Provide user provisioning/de-provisioning for hardware/software in accordance with MUFG IT asset management procedures.

MS Office 365 Support

• Provide MS Office 365 support services for end-user computing hardware and software by receiving and responding to incidents and requests submitted by end users via telephone call or voicemail, email, or ServiceNow.
• Provide response, troubleshooting, resolution, and tracking of MS Office 365 user requests for supported systems and services.
• Collaborate with on-site staff to supplement the existing MS Office 365 knowledge base and document solutions.
• Install, configure, and deploy MS Office 365 applications to support user requirements.

Requirements

• Minimum 1–3 years of support experience with MS Office 365 in the Financial Services and Banking industry.
• Strong understanding of network infrastructure (routers, switches, firewalls, TCP/IP, and LAN technologies).
• Ability to analyze business and technical process flows and contribute ideas and recommendations for improvement.
• Ability to understand business problems and solve with technical solutions.
• Effective communication skills, including technical/professional writing and verbal communication.
• Ability to identify key stakeholders, help define project objectives, and work across the organization to execute the project.
• Ability to keep stakeholders informed of status and issues.
• Experience with project scheduling, maintenance, status reporting, issue resolution and tracking, and creation/maintenance of budgets and resources.
• Strong interpersonal, organizational, and leadership skills.

Minimum Degrees & Certifications Desired

• Bachelor of Science or Bachelor of Arts degree.
• Bachelor degree or equivalent work experience.

Compensation & Benefits

The typical base pay range for this role is between $94K and $158K depending on job-related knowledge, skills, experience, and location. The role may also be eligible for certain discretionary performance-based bonus and/or incentive compensation.

MUFG’s Total Rewards program provides colleagues with a competitive benefits package (based on eligibility requirements and respective terms), which may include comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, paid vacation, sick days, and holidays.

MUFG Benefits Summary