MasterCard Systems Support Engineer II in London, United Kingdom
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Systems Support Engineer II
To monitor the assigned ticket queues and ensure incidents and requests are resolved within SLAs.
To provide a White glove experience to identified VIPs
Manage the new starter and leaver process according to OnBoarding and Termination Requests
Provide assistance to users requesting access to roles and permissions using the Access Management Centre tool
Build, provision, maintain and support all end users devices including laptops, desktops, thin clients, mobile phones. Configure and support printers, digital posters, electronic bulletin boards and video conferencing systems. Liaising with suppliers and arranging repairs or replacements when necessary.
Ensure all equipment provisions and de-provisions are accurately reflected in the asset management database.
Liaise with Asset Management team to replenish TechConnect stock, ensuring stock levels are maintained and we are able to meet demand.
To fully support all equipment installations and relocations - desk moves, etc.
Perform Smart Hands tasks during office upgrades, including racking, patching and basic configuration of network devices
Follow IT Security protocols ensuring all end user devices and virtual machines are compliant. This includes scanning for vulnerabilities and installing latest security updates.
Provide assistance to users using RSA tokens to access VPN or other networks within Mastercard
Participate in training and knowledge sharing to improve overall technical skill levels of the Internal IT support team.
Improve employee digital experience and mind-set across Mastercard
Have a Service First mentality in all that you do every day
Implement operational excellence and metrics for TechConnect
Demonstrate a constant voice of the employee in everything you create, deliver and operate
An enthusiasm for the IT support environment, with a passion and customer focus towards the end user.
Extensive experience in the support of end user devices including laptops, desktops, smartphones, thin clients, printing and video conferencing systems.
Extensive experience in the support of end user software applications.
Extensive knowledge and technical support abilities for modern Microsoft products, including Windows 10, Office 2010/2013/2016, and windows Server 2008 onwards.
Knowledge and technical support abilities for modern Apple products, including Mac Books, Mac Book Air, OS Catalina, OS Big Sur, OS Monterey
Extensive general IT support knowledge and fault finding abilities.
Good knowledge of networking, understanding subnets/vlans.
Excellent communication skills and customer focus. An ability to relate to staff at every level of the company, in a clear and concise manner.
Possess the capability and motivation to achieve personal and team objectives, with flexibility to support new service offerings introduced into the business.
Able to work with team members, good inter-personal skills, excellent team player, but also possess the ability to work unsupervised.
Methodical with a good attention to detail and a good organiser.
Microsoft certification in TechConnect subjects
Possess or working towards Microsoft, Citrix, Apple or VMware or Cisco certifications
We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.
In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
Requisition ID: R-169303