RoofStacks is seeking a Field Support Engineer with strong experience in banking processes for a strategic project in the Banking/Fintech sector. The role involves providing on-site end-user support, troubleshooting hardware and software issues, assisting with IT installations, and ensuring compliance with banking regulations and information security policies. The ideal candidate will have at least 3 years of experience in field user support and relevant technical skills.

Must Have

• Conduct on-site end-user support activities in bank offices and field locations.
• Resolve on-site malfunctions and requests for user computers (PC/Laptop), printers, and other peripherals.
• Provide support for cabling, desktop infrastructure, and user-side hardware installations.
• Ensure troubleshooting of issues related to client operating systems and basic applications.
• Perform installation, delivery, and retrieval of user devices during onboarding/offboarding processes.
• Support IT installation, relocation, and deployment activities in field locations.
• Analyze problems occurring on the hardware and end-user side and manage resolution processes.
• Create documentation for all performed operations and ensure coordination with relevant teams.
• Work in accordance with banking regulations and internal information security policies.
• Associate or Bachelor's degree in Electronics, Computer, or related fields.
• At least 3 years of experience in field user support.
• Knowledge and experience in cabling, user computers, and end-user devices.
• Experience with Windows operating systems and basic user applications.
• Proficiency in hardware fault detection and on-site resolution.
• Suitable for active work in field and office locations.
• Adaptable to banking or highly regulated institutional work discipline.

Good to Have

• Learning agility.
• Ability to express ideas easily.
• Professional communication with all stakeholders.
• Clear, concise, short, and persuasive communication.
• Ability to detect and solve problems early.
• Ability to support the team while creating higher quality and sustainable products.
• Ability to offer practical solutions.
• Ability to guide all technical and non-technical discussions to a positive outcome.
• Ability to quickly understand team, task, and/or customer issues and resolve them in collaboration with relevant managers.
• Ability to act prudently when solving problems.

Field Support Engineer (Banking)

Roof Stacks has been carrying out innovative projects since 2015. We aim to be a global player in our areas of expertise: Tourism Systems, Extended Reality (AR/VR), Blockchain Technologies, Game Development, and Financial Technology.

We focus on making a difference and designing the future with the technologies we develop. In addition to our head office in Istanbul/Ataşehir, we have branches in Antalya and Elazığ in Turkey. Furthermore, we have strengthened our position in the global market by opening a new office in Austin, USA, which hosts technology giants from all over the world.

We are looking for a "Field Support Engineer" with strong experience, especially in banking processes, to take part in the strategic project we are carrying out in the Banking/Fintech field.

Key Responsibilities

• Conduct on-site end-user support activities in bank offices and field locations.
• Resolve on-site malfunctions and requests for user computers (PC/Laptop), printers, and other peripherals.
• Provide support for cabling, desktop infrastructure, and user-side hardware installations.
• Ensure troubleshooting of issues related to client operating systems and basic applications.
• Perform installation, delivery, and retrieval of user devices during onboarding/offboarding processes.
• Support IT installation, relocation, and deployment activities in field locations.
• Analyze problems occurring on the hardware and end-user side and manage resolution processes.
• Create documentation for all performed operations and ensure coordination with relevant teams.
• Work in accordance with banking regulations and internal information security policies.

Required Qualifications

• Associate or Bachelor's degree in Electronics, Computer, or related fields.
• At least 3 years of experience in field user support.
• Knowledge and experience in cabling, user computers, and end-user devices.
• Experience with Windows operating systems and basic user applications.
• Proficiency in hardware fault detection and on-site resolution.
• Suitable for active work in field and office locations.
• Adaptable to banking or highly regulated institutional work discipline.
• Strong communication skills, user-oriented work approach.
• Team player, high sense of responsibility.
• Organized in documentation and process tracking.

Communication Skills

• Learning agility
• Ability to express ideas easily
• Professional communication with all stakeholders
• Clear, concise, short, and persuasive in all communications
• Ability to detect and solve problems early

Teamwork Expectations

• Ability to support the team while creating higher quality and sustainable products
• Ability to offer practical solutions
• Ability to guide all technical and non-technical discussions to a positive outcome
• Ability to quickly understand team, task, and/or customer issues and resolve them in collaboration with relevant managers
• Ability to act prudently when solving problems