Itg Mac Device Support

hace 6 meses

Madrid, España BNP Paribas A tiempo completo

**GROUP BNP PARIBAS**

BNP Paribas is an international bank with leading positions in the European market. It is present in 74 countries and employs more than 192,000 people, 146,000 of whom are in Europe. The Group holds key positions in its three main areas of activity: Domestic Markets and International Financial Services (whose retail banking and financial services network is part of Retail Banking & Services), as well as Corporate & Institutional Banking, which offers services to corporate and institutional clients. The Group supports its customers (individuals, entrepreneurs, SMEs, large companies and institutions) to help them carrying out their projects by providing financing, investment, savings and insurance services.

In Europe, the Group has four domestic markets (Belgium, France, Italy and Luxembourg) and BNP Paribas Personal Finance is number one in retail financing in Europe.

BNP Paribas is developing its integrated retail banking model in the Mediterranean countries, Turkey, Eastern Europe and has an important network on the US West Coast. In both its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas has leading positions in Europe, a strong presence in the Americas and a solid and growing network in the Asia-Pacific region.

**ENTITY: PLATFORM IT**:
The CIB IT Platform for EMEA is responsible to provide IT Services to our Clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture as well as elements of the Global Services organisation.

**AREA**:
The BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries. The organization is an international financial services group, with more than 200,000 employees with solid roots in Europe.

The BNP Paribas Group is organized around two main activities: Retail Banking and Corporate & Institutional Banking (CIB).

The IT production has two main entities ITGP and ITO, with a main governance lead by ITGP.
- **ITGP Digital Working**

ITGP Digital Working is responsible to provide IT Services to our clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Infrastructures (Active Directory, Messaging, Instant Messaging, Desktop...) as well as elements of the Global Services organization.
- On Site Services: From 08:00 to 19:00
- No On Call Services"

**ABOUT THE ROLE**:

- **MISSION**:
The Mac Device Support process relies on different operators including the Mac Device Incident Operator to provide timely information to users and deliver the requested services as defined by the product owner and according to the rules and regulations of BNP Paribas.

Having the activities coordinated by the Device Support Global L2Team Leader, the Mac Device Support will focus on user satisfaction and service excellence to bring the highest quality of digital asset delivery to the Company."**RESPONSIBILITIES**:

- Respond to users’ solicitations directly or through escalation
- Analyze customer case for correct qualification and logging through all established channels.
- Advise on best practice for users and ensure compliance with the company’s policies
- Continual improvement of procedures, knowledge bases, tools, and reports within the managed perimeter.
- Involve in requested services as part of deployment/transformation projects."**REQUIREMENTS**:

- Experience:

- Experience in administrative actions
- Solve incidents with macOS knowledges and the company documentation
- Collect details context before any escalation to next support level
- Provide detail description on incident resolution
- Identify possible improvement in current KBA or documentation
- Make sure to maintain macOS knowledge and expertise
- Share knowledge with other team members
- Languages:

- High English spoken and written fluent (B2/C)
- French spoken and written will be valued
- **SKILLS**:

- Technical:

- Microsoft Office 365 environment
- Microsoft Active Directory
- macOS
- mac accessories (connectors, screens, connection to wifi)
- Apple tools (AppStore, Spotlight, AirPlay, FileVault, etc)
- Basic Knowledge that could be a plus
- In Tune
- SecurID or Yubikey management knowledge
- Network (LAN, Proxy, FW, VPN)
- Transversal & Behavioral:

- Communication skills
- Analytical Ability
- Proactivity

**BENEFITS**:

- Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries.
- Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generati

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