IT Support Officer

 

The National Bank of the Virgin Islands (“the Bank”) is seeking a qualified person to fill the following full-time position: 

 

IT Support Officer

Job Summary:

To enhance the effectiveness of the Information and Communication and Technology Department by delivering high-quality, day-to-day technical support to end users, while providing operational support in the administration, maintenance, and proactive monitoring of the Bank’s systems and infrastructure.

The IT Support Officer is responsible for supporting the reliable, secure, and efficient operation of user-facing technology services across the Bank, ensuring the timely resolution of technical issues, effective support for business applications, and adherence to the Bank’s internal standards and applicable laws and regulatory requirements of the Virgin Islands.

 

Primary Responsibilities include, but are not limited to:

End-User Support and Service Desk Operations

• First-Line Support: Acts as the first point of contact for IT support requests received through telephone, email, and the Bank’s ticketing or IT service management system.
• Incident Management: Logs, categorises, prioritises, and tracks incidents and service requests in the IT service management tool, ensuring issues are recorded accurately and progressed in accordance with service standards.
• Ticket Ownership: Maintains ownership of assigned incidents and service requests through to resolution, including timely follow-up with users and appropriate escalation where required.
• User Communication: Communicates clearly, professionally, and regularly with users regarding issue status, expected timelines, actions taken, and final resolution.
• Remote and Onsite Support: Provides both remote and onsite technical support to end users across the Bank, ensuring responsive assistance and minimal disruption to business operations.
• Knowledge Documentation: Documents troubleshooting steps, solutions, workarounds, and recurring issues, and creates or updates knowledge base articles to support service consistency and team efficiency.

Hardware, Software and Workplace Technology Support

• Endpoint Support: Installs, configures, maintains, and troubleshoots desktops, laptops, printers, mobile devices, and related peripherals used across the organisation.
• Technical Troubleshooting: Diagnoses and resolves hardware, software, connectivity, and user access issues in a timely and methodical manner, escalating matters where specialist intervention is required.
• Application Support: Learns, supports, and troubleshoots the Bank’s core banking platform and related business applications, escalating complex or system-wide issues appropriately while maintaining operational awareness.
• Peripheral Maintenance: Supports the setup, replacement, and routine maintenance of workplace technology and peripherals to promote stable day-to-day operations.
• Workstation Readiness: Prepares and deploys end-user devices, standard software packages, and supporting equipment to ensure employees are equipped to perform their duties effectively.

Access Administration and Systems Support

• User Administration: Performs approved user account administration activities, including password resets, account provisioning, permissions assignment, and deactivation of access in accordance with established procedures.
• Access Control Support: Assists in maintaining appropriate access rights across systems and platforms, supporting segregation of duties, least-privilege access, and timely removal or amendment of user permissions.
• Directory and Productivity Support: Provides operational support for Active Directory, Microsoft 365, email services, shared resources, and related productivity platforms within the scope of the role.
• Systems Support Assistance: Supports System Administrators and other ICT personnel with advanced technical tasks, implementations, maintenance activities, troubleshooting exercises, and departmental projects as needed.

Monitoring, Asset Management and Operational Support

• Alert Monitoring: Monitors system alerts, service notifications, and operational dashboards, and takes appropriate first-line action or escalation to address recurring or emerging issues.
• Proactive Support: Identifies patterns, recurring incidents, and service weaknesses, and recommends practical improvements to reduce downtime and enhance user experience.
• Asset Management: Maintains accurate records of IT assets, inventory, and equipment assignments within the asset management system, ensuring proper tracking, stock monitoring, and timely replenishment.
• Operational Recordkeeping: Ensures that support records, device histories, maintenance logs, and other operational documentation are complete, current, and readily retrievable.
• Service Continuity Support: Assists with workstation recovery, replacement readiness, and other routine continuity measures to support the Bank’s operational resilience.

Security, Compliance and Regulatory Adherence

• Regulatory and Policy Compliance: Performs duties in accordance with the Bank’s internal policies and the legal and regulatory framework applicable to technology operations in a regulated Virgin Islands’ banking environment, including the Data Protection Act, 2021, the Electronic Transactions Act, 2021, the Electronic Transfer of Funds Act, 2021, the Banks and Trust Companies Act (Revised 2020), the Regulatory Code (Revised 2020), and applicable AML/CFT legislation and codes.
• Cybersecurity Awareness: Supports secure ICT operations by observing information security controls, reporting suspicious activity promptly, and working in a manner consistent with the Computer Misuse and Cybercrime Act, 2014, as amended.
• Additional Duties: Performs other related duties and technical assignments consistent with the scope of the role and the operational needs of the ICT Department.

 

Educational Requirements:

• Associate Degree in Information Technology, Information Systems, Computer Networking, Computer Science, or a related field.
• A Bachelor’s Degree in a relevant discipline would be an asset.

  Experience: 

• Minimum of three (3) years of experience in a technical support role, preferably within the banking or financial services industry.
• Demonstrated experience in troubleshooting end-user, endpoint, application, and access-related issues in a structured business environment.
• Practical experience supporting business applications, user administration, hardware deployment, and technical incident resolution.

 Licenses/Approvals:

• Industry certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, ITIL Foundation, and relevant Microsoft certifications are preferred.

Knowledge, Skills and Abilities:

• Virtualisation Knowledge: Working knowledge of virtualisation technologies, including Hyper-V and VMware, with the ability to support and troubleshoot virtual environments.
• Active Directory Administration: Working knowledge of Active Directory, including user account administration, permissions management, group policy support, and basic directory services troubleshooting.
• Networking Fundamentals: Understanding of networking concepts, including TCP/IP, DNS, and general connectivity principles, with the ability to identify and resolve common network-related issues.
• Endpoint Hardware Support: Proficiency in diagnosing, repairing, upgrading, and maintaining desktops, laptops, printers, and related peripherals used in a business environment.
• Microsoft 365 Administration: Experience supporting Microsoft 365, including user provisioning, licence administration, mailbox support, permissions management, and troubleshooting of cloud-based services.
• Core Banking Application Support: Ability to learn, support, and troubleshoot the Bank’s core banking and related business applications with care, accuracy, and appropriate escalation.
• Database Familiarity: Familiarity with Microsoft SQL Server Management Studio and basic database concepts, including connecting to databases, running minor queries, and supporting access-related issues.
• Systems Integration Awareness: General awareness of how user devices, applications, access controls, and infrastructure components interact within an enterprise technology environment.
• Problem-Solving and Analytical Skills: Strong troubleshooting, analytical, and root-cause assessment skills, with the ability to resolve technical issues in a timely and practical manner.
• Organisation and Documentation: Ability to manage competing priorities, maintain accurate records, and document incidents, resolutions, and system changes clearly and consistently.
• Diligence: Strong attention to detail and the ability to work accurately and reliably in a fast-paced operational environment.
• Communication and Customer Service: Strong written and verbal communication skills, with the ability to explain technical matters clearly to non-technical users and provide professional, service-oriented support.
• Collaboration and Judgement: Ability to work effectively with colleagues, vendors, and stakeholders, and to exercise sound judgement in escalating issues appropriately.
• Security and Regulatory Awareness: Working knowledge of information security principles, access control, confidentiality requirements, and the legal and regulatory framework relevant to ICT operations in a BVI-regulated banking environment.

• Banking Environment Awareness: Knowledge of banking operations and banking technology environments would be an asset.

  

Reporting Line:

IT Manager

 

Applications and résumés should be addressed to the attention of:

 Ms. Chanteé Mathavious

Human Resources Manager

National Bank of the Virgin Islands Limited

P.O. Box 275

Road Town, Tortola VG1110

British Virgin Islands

  

Please call (284) 852-2986 if any further information or clarification is required.

Submission Deadline:  5th  June 2026

 

While we appreciate all applications received, only shortlisted applicants will be contacted.