Desktop Support Engineer

Job Description:

Job Title: Desktop Support Engineer

Corp Title: Up to VP

Location: Paris

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Location Overview: Paris

Based in the 8th arrondissement and within the Parisian Golden Triangle, our beautiful Art-Deco era office benefits from luxury modern workspaces, an abundance of natural light and is easily accessible by public transport.

Job Description:
This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include acting as a seasoned contributor on a local/national level to perform complex technical problem resolution of operating systems, applications, and hardware. Key responsibilities include effectively supporting organizational initiatives to find efficient solutions to large scale operating problems and communicating technical information to clients and partners with care and empathy.

Responsibilities:

• The Employee Technology Support Engineer is a critical role within our technology team, responsible for providing exceptional front-line technical support to all Bank of America employees, spanning both our front and back-office operations.

• This individual will be a key player in ensuring the smooth and efficient functioning of our IT infrastructure, directly impacting employee productivity and our ability to serve clients effectively. 

• The ideal candidate will be a highly motivated, customer-focused problem-solver with a strong technical background and excellent communication skills.

• Serve as the primary point of contact for all IT-related issues, including hardware, software, and network problems. Provide prompt and effective resolution for tickets related to desktops, laptops, mobile devices, printers, and other peripherals.

• Support a diverse employee base across both Front office and Back-office. Understand the specific technology needs and urgency levels of each group.

• Install, configure, and maintain a variety of hardware and software. This includes deploying new devices, migrating user data, troubleshooting application issues, and performing hardware upgrades and repairs.

• Log, track, and prioritize all support requests using our ticketing system. Ensure detailed and accurate documentation of all troubleshooting steps and resolutions.

• Provide basic training and guidance to employees on the use of new hardware, software, and security protocols.

• Adhere to all Bank of America security policies and compliance regulations. Ensure all devices and applications are configured to meet security standards. This includes performing regular security patches and updates.

• Work closely with other IT teams, including networks, application support, and cybersecurity, to escalate and resolve complex issues.

• Contribute to and maintain a knowledge base of technical articles and solutions to empower employees with self-service options.

Skills:

• Proficiency in supporting Windows 11 and Microsoft 365 applications (Outlook, Word, Excel, Teams).

• Understanding of Active Directory, Group Policy, and user account management.

• Experience with endpoint management and device lifecycle tools such as Microsoft Intune and SCCM/MECM.

• Solid hardware troubleshooting and repair experience (desktops, laptops, printers).

• Good knowledge of network fundamentals and connectivity troubleshooting.

• Hands-on experience supporting VPNs, remote access tools, and multi-factor authentication (MFA).

• Excellent analytical and troubleshooting skills with the ability to resolve complex issues efficiently.

• Strong verbal and written communication skills, able to explain technical concepts to non-technical users.

• Proven ability to manage multiple priorities in a fast-paced, high-pressure environment.

• Customer service mindset with a professional, patient, and positive attitude.

Nice to Have

• Experience in working in a large tech/finance org

Benefits of working at Bank of America:
France

• At Bank of America, we strive to prioritise employees’ health and wellbeing – it’s what makes us a Great Place to Work.               

• Competitive retirement plan in addition to State plans, life and disability assurance.

• Medical Plan provided by the bank as a top-up to Social Security health benefits for you and your family.

• Employees and family members can receive free health advice 24/7 through a range of English and French speaking medical providers.

• Time Savings Account (‘CET’) to save some of your leave days, cash them out or use them later.

• Reimbursement of 50% of your commuter pass.

• We offer paid maternity leave, and paternity leave of up to 26 weeks (16 paid weeks and 10 unpaid), and inclusive family leave arrangements.

• Nursery scheme for children under age 3.

• Works council (‘CSE’) benefits.

• Access to an Employee Assistance Programme for confidential support and help for everyday matters.

• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering with local charities.

• Opportunity to receive free entry to arts exhibitions sponsored by Bank of America in Paris.

Bank of America:

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.

le by volunteering with local charities.