Role Description

This full-time IT Support Analyst/Engineer role covers both Level 1 and Level 2 support and is offered on a hybrid basis, with work primarily in London and some work from home flexibility. Day-to-day responsibilities include handling incoming support tickets, responding to user queries, and providing first-line technical assistance for hardware, software, and network issues. The role also involves performing more advanced second-line diagnostics, resolving complex incidents, escalating problems when required, and updating documentation and knowledge bases. The IT Support Analyst/Engineer will install and configure systems, manage user accounts and access permissions, monitor system performance, and assist with routine maintenance tasks and upgrades. Collaboration with other IT team members and clear communication with non-technical users are key aspects of the position.

Qualifications

Candidates should possess strong Technical Support and Information Technology skills, including experience with common operating systems, hardware, and business applications.

Candidates should possess solid Analytical Skills and Troubleshooting abilities to diagnose issues, identify root causes, and deliver effective solutions.

Candidates should possess clear and professional Communication skills, with the ability to explain technical concepts to users at different levels of technical understanding.

Relevant certifications such as CompTIA A+, Network+, Microsoft, or similar credentials are beneficial, along with experience in Level 1 and Level 2 support environments.

Ability to work in a hybrid setting, manage priorities in a busy service desk environment, and maintain a customer-focused, inclusive approach when supporting diverse user groups.

Responsibilities

• For this position you will have at least 5 years experience in IT as an IT Support Engineer with 1st and 2nd Level support experience - ideally in the Banking/Financial industry.
• In-depth knowledge of and troubleshooting experience with Windows, Office applications and conferencing applications.
• Responsible for the support and maintenance of the IT infrastructure and to provide IT support to staff and other group colleagues.
• To assist in the response to service outages and other IT related problems as well as maintenance and upkeep of for security of the systems in place.

Key Duties

• To provide IT Support and assistance to the branch’s staff in a timely fashion.
• Responsible for the maintenance of the IT infrastructure of the Branch by providing first & Second line support of software, hardware and networking that includes installation, configuration and troubleshooting. Support endpoint security standards (antivirus/firewall/patching/two-factor authentication).
• Provide day to day support to the Admin and HR function to cover: joiners/leavers/ movers process, CCTV & Paxton Card Access.
• Assist the IT Manager in delivering various IT related projects by managing the day to day operational aspects of such projects.
• End User Computing support for all staff. (e.g. Install, configure, and maintain desktops, laptops, printers, Phones/Mobiles and other IT equipment.)
• Networking Fundamentals – DNS, DHCP, TCP/IP, and LAN/WAN.
• Good understanding of cybersecurity measures
• Coordinator between the London Users and Group IT Security on all requests for systems access and to ensure that such permissions are provided promptly, are regularly updated and that the Group Access Matrix Protocol is followed at all times.
• Preserve the Assets of the Office by implementing Disaster Recovery and back up procedures and ensuring that the standards comply with Group requirements.
• Provide IT support to ensure the smooth running of daily and periodic reports for the London Compliance team to ensure adherence to the Anti Money Laundering Provisions.
• Undertake Data Extraction for reporting requirements for all the other stakeholders at the branch.
• To hold Administrator function for some of the systems housed at the Office. Responsible for the granting of access and maintenance of system matrix Overall networking equipment monitoring (i.e. Network Switches, Firewall and other appliances) and support inclusive of the server room.
• To plan and carry out maintenance checks to ensure IT Operations, infrastructures are running smoothly and ensure daily routine task completeness.
• Manage inventory of computers, network equipment including tracking of purchased equipment and services.
• To maintain and ensure that the BCP site is always ready for continuous bank operations
• Important Business Services - IBS owner is to ensure the resilience of the IBS they are responsible for (Ensure appropriate RCSAs, CETs, KRIs are in place to monitor procedures and controls within their units)
• Assist the HOD/Manager with implementing/putting in place, any applicable training/guidance/SOPs to staff relating to cyber security & operational resilience.
• To maintain the branch Avaya IP Office Phone system and to ensure that the recording system is always up and running at all times.
• To perform monthly infrastructure test and report for Risk Assessment.
• Manage Incident Handling procedure (This includes monitoring as well as post –incident follow up).
• Respond to IT service requests and incidents in a timely manner, prioritizing based on business impact, especially for critical banking functions Support the Office operations as and when needed and any other tasks assigned by Management of the Branch.