About Company
National Australia Bank (NAB) is one of Australia’s largest financial institutions, with a rich history spanning over 160 years. While deeply rooted in Australia and New Zealand, NAB operates with a global perspective, serving millions of customers worldwide with a comprehensive range of banking and financial services. Our commitment extends beyond traditional banking; we are dedicated to fostering a supportive and innovative environment where technology plays a pivotal role in delivering exceptional service. At NAB, we believe in empowering our employees, embracing diversity, and driving positive change in the communities we serve. Joining NAB means becoming part of a forward-thinking organization that values integrity, collaboration, and continuous improvement, all while making a tangible impact on the future of banking.
Job Description
Join National Australia Bank (NAB) as a Remote IT Support Specialist, working from the comfort of your home in Moanalua, Honolulu. In this crucial role, you will be the first line of defense and resolution for our internal employees, ensuring seamless technological operations across various time zones and operational units. As a remote member of our global IT team, you will provide essential technical assistance, troubleshooting, and problem-solving for a wide array of hardware, software, and network-related issues. This position requires a proactive and customer-centric individual who can thrive in an independent yet collaborative virtual environment. You will play a key role in maintaining NAB’s operational efficiency, contributing directly to our employees’ productivity and satisfaction. We are seeking someone with a strong technical foundation, excellent communication skills, and a passion for delivering outstanding IT support. If you are adept at remote diagnostics, have a knack for clear explanations, and are ready to contribute to a leading financial institution, we encourage you to apply. This is an exciting opportunity to leverage your IT expertise while enjoying the flexibility and autonomy of a work-from-home setup, supporting a dynamic and internationally recognized bank.
Key Responsibilities
- Provide prompt and efficient remote technical support (Level 1/2) to NAB employees globally, primarily focusing on end-user computing, network connectivity, and application issues.
- Diagnose and troubleshoot hardware (laptops, desktops, peripherals) and software (operating systems, productivity suites, custom applications) problems using remote access tools.
- Manage incident tickets from creation to resolution, ensuring accurate documentation of issues, solutions, and communication with users.
- Assist users with account management, password resets, and access control within Active Directory and other identity management systems.
- Support network-related issues, including VPN connectivity, Wi-Fi configuration, and basic network troubleshooting.
- Install, configure, and maintain software applications and operating systems.
- Contribute to the creation and maintenance of IT knowledge base articles and troubleshooting guides.
- Participate in IT projects, including system upgrades, deployments, and security initiatives, as required.
- Provide technical guidance and support for new employee onboarding and offboarding processes.
- Collaborate effectively with other IT teams and departments to escalate and resolve complex issues.
Required Skills
- 3+ years of experience in an IT Support or Help Desk role, with significant remote support experience.
- Proficiency in troubleshooting Windows and macOS operating systems.
- Strong knowledge of Microsoft 365 applications (Outlook, Word, Excel, Teams, SharePoint).
- Experience with Active Directory user and group management.
- Familiarity with remote desktop software and IT service management (ITSM) tools (e.g., ServiceNow).
- Excellent verbal and written communication skills with a strong customer service orientation.
- Ability to work independently, prioritize tasks, and manage time effectively in a remote setting.
- Strong problem-solving and analytical skills.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification.
- Experience with basic networking concepts (TCP/IP, DNS, DHCP).
- Familiarity with security best practices and endpoint protection software.
- Previous experience supporting users within a financial services or banking environment.
Perks & Benefits
- Competitive salary package.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company matching.
- Generous paid time off (PTO) and holidays.
- Opportunities for professional development and career advancement.
- Work-from-home stipend for internet and essential office equipment.
- Employee assistance program for personal and professional support.
- Inclusive and supportive company culture.
How to Apply
To apply for this exciting remote opportunity, please click on the application link below. Ensure your resume highlights your experience in IT support, your ability to thrive in a work-from-home environment, and your relevant technical skills. We look forward to reviewing your application and exploring how your expertise can contribute to NAB’s success.