TAC Technician
Job Description
At Popular, we offer a wide variety of services and financial solutions to serve our communities in Puerto Rico, United States & Virgin Islands. As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.
Are you ready for a rewarding career?
Over 8,000 people in Puerto Rico, United States and Virgin Islands work at Popular.
Come and join our community!
Full Time Job Opportunity
General Description
The Technology Assistance Center (TAC) Technician works in BPPR IT help desk and provides first level support for back office, regional offices, and branch locations. The role works closely with second level and third level IT support groups on incident tickets assigned to these teams. The TAC Technician role is to answer incoming help desk calls, perform initial troubleshooting, assign unresolved tickets to second and third level support groups and inform the end user who is assigned to the ticket. This team also owns the status communications process for open tickets, and TAC Technicians pursue second and third level support personnel to learn incident status for end users when necessary. The TAC also owns all IT communications to the enterprise.
Essential Duties and Responsibilities
- Receive phone calls from end users.
- Perform basic to mid-level troubleshooting tasks and diagnose basic system and network problems with end-users over the phone.
- Reset network and application passwords.
- Record TAC cases in the Technology Assistance Center ticket system.
- Work on incident tickets based on priority. (Incumbents with more experience will establish incident ticket priority and mentor junior TAC Technicians on ticket priority guidelines.)
- Re-assign incident tickets that cannot be resolved by the TAC to second or third level support technician.
- Communicate initial status with end-users based on support responsiveness guidelines or an agreed alternative support update schedule.
- Own ongoing status communications process from other IT support groups.
- Close incident tickets after resolution.
- Provide off-hours support on a rotating basis.
- Timely reconcile systems and accounts.
- Post financial transactions and ensure correct Financial & Accounting classification is maintained.
- Comply with approved procedures, rules, and regulations in conducting activities of the unit.
- Ensure operational losses are minimized/eliminated by exercising required controls and maintaining accuracy.
- Handle weekly and monthly reporting, and escalate issues as needed.
- Perform a variety of routine and non-routine clerical/accounting functions per standard settlement procedures or related financial areas.
- Analyze information from internal/external systems, dispatchers, customers, and processors to systematically investigate cash order differences while applying logic and understanding of industry and vendor operations.
- Manage claims according to various contractual guidelines to prevent the risk of financial loss while providing complete documentation within the system of all customer communications, research, and identify resolution. Will also actively participate in process/system design and testing of enhancements.
- Work on small, focused project tasks at the request of the second level or engineering teams; report project task status at appropriate intervals.
- Understand the technology architecture of the BPPR environment and develop deeper technical skills in a technology domain relevant to BPPR.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Education
Bachelor’s degree in Computer Science, Information Technology specialty, or related field.
Experience
Minimum of 1 year systems hardware and application-level experience.
Other Qualifications
Understanding of network and system technologies, including Microsoft OS, Active Directory, Exchange and desktop software.
Competencies
Additional Requirements
The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties and responsibilities of the position. The specific details of each position are described in the employee’s performance evaluation.
Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.
If you have a disability and need assistance with the application process, please contact us asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.
As Puerto Rico’s leading financial institution, we reaffirm our commitment to always offer essential financial services and solutions for our customers, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.
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Popular is an Equal Opportunity Employer
Learn more about us at www.popular.com and keep updated with our latest job postings at www.jobs.popular.com.
