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Infrastructure Sys Specialist

Charlotte, North Carolina; Tempe, Arizona; Dallas, Texas

Tech at MUFG

MUFG is undertaking a significant transformation initiative that will make us an agile company that is powered by a resilient, flexible technology and data stack. This means investing in talent, technologies, and tools that put our clients' and colleagues' changing needs first.

We are looking for resilient technologists who will help us build the future of banking with a new digitally-led, cloud-first, real-time deposit system. This is a rare opportunity to transition to a modern platform as a member of this high-impact team.

Backed by the strength and stability of the world’s 5th largest financial institution, you'll help build a bank you’ll be excited to call yours.

Success Profile

What makes you successful in your technology career at MUFG?
Check out the top skills we’re looking for and see if you have the right mix.

  • Adaptable
  • Collaborative
  • Client-centric
  • Problem-solver
  • Forward-thinking
  • Agile

Culture

Our Culture Principles:

  • Client Centric
  • People Focused
  • Listen Up/Speak Up
  • Innovate & Simplify
  • Own & Execute

Tech Transformation

Benefits & Total Rewards

  • Health Plans

    Numerous choices for medical coverage (HRA, HSA, and PPO), plus comprehensive prescription coverage, dental and vision. We pay most premium costs and contribute to your HSA or HRA annually.

  • Wellness

    Monthly financial and wellness webinars, on-site healthy living events and one-on-one personal coaching sessions.

  • 401(k)/Retirement Plans

    Competitive 401(k) employer match contributions with immediate vesting. Cash balance pension, defined benefit plan with 3-year vesting, fully employer-paid.

  • Education & Training

    Tuition reimbursement for most undergraduate, graduate, and job-related courses at regionally accredited institutions. Internal training programs/courses are also available.

  • Family-Friendly Care

    Programs and resources to support family wellness, including: maternity/paternity leave, parental bonding, adoption assistance program, dependent care and family medical leave.

  • Paid Time Off

    Vacation, sick leave, time off to volunteer, and federal holidays, as well as salary continuation during periods of qualifying disability.

Job Description

Infrastructure Sys Specialist

  • Requisition # 10044121-WD
  • Job Type Day
  • Location Charlotte, NORTH CAROLINA
  • Other Locations ARIZONA-Tempe, TEXAS-Dall
  • Date posted 06/02/2021

Your potential. Your opportunity.

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2020).In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Infrastructure Systems Specialist

Job Summary:

Analyst with strong knowledge and experience to manage Tier 3 support incident ticket queue including resolving end user issues within an established SLA. This individual will troubleshoot and diagnose PC hardware and software failures with emphasis on superior client experience.  Systems supported by the Tier 3 support team include:  Windows 7, Windows 10, Windows 10 IOT, Mac OSX, Intune, Jamf, McAfee Security Suite and Dispatcher Paragon.

Major Responsibilities:

•             Supporting migrations to Windows 10 and Mac OSX using Intune.

•             Maintaining device compliance using Microsoft Endpoint Manager

•             Ensure that incident tickets and outages are responded to and resolved in accordance with Service Level Agreements (SLAs) within ServiceNow.

•             Troubleshoot till resolution customer issues in accordance with priorities set forth by the department.

•             Continuously document and review recommended best practices to aide in continuous improvement and decreasing Mean Time to Repair (MTTR).

•             Monitor, maintain and report on SLAs on a weekly basis

•             Analyze incident ticket statistics to provide recommendations on ways to eliminate any developing negative trends.

•             Inform team members and managers of important issues and information which will enhance client satisfaction and team performance.

•             Monitor the performance of the desktop infrastructure and make suggestions for improving efficiency

•             Provide escalated technical support for Tier I and Tier II technical personnel.

•             Contribute in the testing and development of training material, Standard Operating Procedures (SOPs) associated with new products, services and equipment.

•             Work with internal and external resources to accurately test enhancements.

•             Perform training for Tier I and Tier II technical personnel.

•             Support team members where needed with active projects.

•             Perform any other miscellaneous departmental duties as assigned.

•             Troubleshoot till resolution customer issues in accordance with priorities set forth by the department.

•             Continuously document and review recommended best practices to aide in continuous improvement and decreasing Mean Time to Repair (MTTR).

•             Monitor the performance of the desktop infrastructure and make suggestions for improving efficiency.

•             Provide escalated technical support and training for Tier I and Tier II technical personnel.

•             Identify, design, and implement internal process improvements including re-designing infrastructure for greater scalability, optimizing service delivery and automating manual processes.

•             Contribute to current and future product development.

•             Provide timely, effective, clear, and concise communications.

•             Create and maintain departmental documentation

Qualifications

•             5+ years' desktop engineering experience

•             Proven ability to offer high level desktop support in an enterprise environment

•             In-depth understanding of process management, exceptional documentation skills and the ability to share process is key to the role.

•             Strong written and verbal communications are essential.

•             Proficient in Microsoft Intune


The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

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Recognition

Diversity at work 100% score Corporate Equality Index - Human Rights Campaign Foundation 2014 - 2021 Quote: Our Culture gives me reason to believe in our vision.  Day in and day out, we all come together as one MUFG. Erjin S. Managing director, Transaction Banking Our achievements 5th largest bank in the world - Global Finance 2020