IT Support Engineer
JOB PURPOSE
The IT Support Engineer is responsible for ensuring the smooth operation, security, and availability of the bank’s desktop systems, applications, peripherals, and end-user computing resources. The role includes timely issue resolution, user access support, incident logging, and hardware/software maintenance in compliance with BSP IT Risk Management guidelines, Cybersecurity Framework (BSP Circular 982/1140), and Data Privacy Act enforced by NPC..
DUTIES AND RESPONSIBILITIES
1. End-User Support
Troubleshoot and resolve hardware, software, network, and application issues for bank staff at headoffice and branches.
Manager user access provisioning and de-provisioning, ensuring proper authorization and audit trails.
Escalate complex or unresolved issues to appropriate teams while maintaining end-user communication.
2. System and Network Support
Monitor endpoint devices, branch servers, and network connectivity for performance and availability.
Install, configure, and maintain operating systems, productivity software, antivirus, and core banking terminals.
Support secure VPN and remote access services in compliance with BSP Circular 982 (InfoSec Risk Management).
3. IT Asset Management
Maintain accurate inventory of IT assets, including issuance, replacement, and disposal.
Assist with the secure decommissioning and wiping of storage devices per BSP and NPC guidelines.
4. Change and Patch Management
Participate in deployment of patches, updates, and approved configuration changes.
Coordinate with IT Operations for scheduled system downtimes or upgrades following change management policies.
5. Security and Compliance Support
Enforce endpoint security policies (e.g. password complexity, auto-lock, antivirus).
Respond to and assist with the containment of security alerts or suspected data breaches.
Ensure compliance with BSP regulations (e.g. Circulars 982, 1122, and 1019) and NPC advisory on data protection practices.
6. User Training and Awareness
Support the implementation of information security awareness campaigns for bank staff.
Educate users on phishing, email safety, and device security practices as part of compliance to BSP Circular 982 Sec. 6.3.
7. Disaster Recovery and Business Continuity Support
Participate in IT disaster recovery testing and simulate failover procedures with guidance from the DR/BCP team.
Ensure backup systems and procedures are tested periodically and reports are submitted to management.
8. Other related tasks as assigned by the Technical Operations Manager.