This is a remote position.
Job Description -
This role sits within the Infrastructure End User Computing team, providing support and technical project implementation. The role holds a range of key responsibilities which covers numerous IT technologies and platforms.
Role Highlights - Key Responsibilities
Deploy, maintain, and support any IT systems and applications used within the organisation, with a focus on the End-User technologies. This includes, but not limited to, Active Directory, Group Policy, User profiles, VMware Mobile Device Management, SCCM, WDS, Remote Desktop Services, FortiClient EMS, and Jira Service Desk.
Take ownership for a number of end-user systems. Focus on project work to upgrade and improve upon existing infrastructure.
Act upon instruction from the internal ticketing system, such as managing allocation of project tasks, implementing requests for change in system access, and aiding in diagnosis/problem solving from escalated incidents.
Ability to diagnose a wide range of end-user technology issues, and act as escalation support for the Helpdesk Operations team.
Ensure systems are kept safe and secure by embedding vulnerability management best practises, regularly review vulnerability scanning reports, spotting potential technical or security vulnerabilities and propose resolutions.
Proactively monitor systems, embed policy compliance across the end-user estate, and take preventative measures to reduce system downtime.
Highlight possible trends from re-occurring incidents, proposing possible resolutions/enhancements.
Ensure systems meet Business Continuity Planning requirements.
Be available outside of business hours on an ad-hoc basis to perform system changes, upgrades, and maintenance.
General Responsibilities:
Perform as a key member of the IT Infrastructure Team, working closely with other team members, and colleagues across the IT Department in order to support all systems and technical processes.
Update the internal knowledge base with both technical guides for colleagues, and system usage procedures to aid internal staff.
Provide excellent customer service and support for internal staff via email, Teams or face-to-face.
Work collaboratively with both internal teams and 3 rd party support services on diagnosing and troubleshooting issues related to the system environments.
Adhere to all IT security policies and assistance in enforcing and monitoring of IT security policies.
Understand the requirements of the business and suggest appropriate technologies to help deliver business goals.
Essential skills:
Passion for the technical challenge.
Proven record of 3 rd line technical support experience in a complex business environment.
Proven track record of technical system implementation, both from an Infrastructure and Application perspective, covering multiple platforms and technologies.
Excellent general experience with Microsoft technologies across the board.
Windows 10 / 11 desktop OS deployment experience. Capturing, creating, and deploying OS images using SCCM or Windows Deployment Services (WDS).
Windows Server OS implementation experience across multiple platform roles, including Active Directory, Group Policy management, Remote Desktop Services Technical Skills and Expertise
WSUS update patch management
Strong Microsoft SCCM deployment, configuration, and app packaging experience.
Strong scripting ability in the likes of PowerShell or similar languages for the purposes of automation, user administration, application deployment, and system integration.
Strong experience with Mobile Device Management services, ideally VMware Workspace ONE (aka Air Watch) and Apple Business Manager.
Good experience of working within an AWS Cloud environment, particularly managing EC2 instances and ideally AWS Workspaces (VDI).
Good experience of working with a Remote Desktop Services environment, ideally including deployment of virtual apps.
General knowledge of networking and technologies to aid in diagnostics, such as concepts of VPNs, Firewalls, IP routing, and Wireless configurations.
Desirable knowledge, or willingness to learn:
Experience with implementing/updating Service Desk environments, ideally Jira, ensuring the ticketing system is maintained and kept fit for purpose.
Experience with implementing/updating end-user Remote Access VPN systems, ideally Fortinet FortiClient EMS.
Experience of working within a change control environment or financial institution.
Experience of working within, or in collaboration with, a Software Development or DevOps environment.
Strong communication and customer service skillset is essential in order to effectively communicate to the business and understand their requirements and or issues.
Proven analytical and problem-solving abilities.
Ability to make sound and logical judgments.
Strong interpersonal, written, and oral communication skills. Ability to perform general mathematical calculations.
Able to conduct research into issues and process failures as required.
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergencies.
Ability to present ideas in a user-friendly language.
Highly self-motivated.
Keen attention to detail.
Experience working in a team-oriented, collaborative environment.
Able and willing to work unsocial hours from time to time in order to provide the required service to our customers.
