Job Summary
To provide IT service and support to the Banks’ systems and applications, ensuring that all users can access the environment and that all applications and services are available, up and running.
You will be responsible for PC Desktop, Laptop and Windows Server Configuration, SCCM, Mobile Device Management, MS Application Support, Office 365 Administration and Support. This remit includes all Microsoft Windows Operating Systems, Software and other banking applications.
Main Responsibilities
Your day to day responsibilities:
· Resolve 1st, 2nd and 3rd Line Issues.
· Escalate IT issues where required.
· Responsibility to support the IT Infrastructure by minimising downtime and maintaining security.
· Act as Helpdesk Point of Resolution for all IT related issues by phone, email etc.
· Providing fault diagnosis and treatment to address problems.
· Working with other disciplines to ensure products are installed, configured and integrated to meet user's needs.
· Ensure adherence to IT Security policies.
· Information and cybersecurity monitoring and incident response.
· Monitoring security posture and responding to alerts.
· Completing internal user moves including phones.
· Ensure all logs for equipment and users are maintained.
· Providing support to the business both remotely / WFH and at their desks.
· Perform administrative support duties as required to meet specific operational objectives.
· Perform miscellaneous job-related duties as assigned by the Head of IT.
· Ensure that a high level of customer service and support is provided to all internal customers.
· Contribute to the continuous improvement of the Bank's IT function.
· This role requires a consultative approach, great communication skills and a "customer is king" attitude.
Other responsibilities
· At all times, to ensure compliance with all relevant rules (especially FCA Conduct Rules) and regulations set by the PRA and the FCA and Bank’s policies and procedures.
· To complete all mandatory training set by the Bank within set deadlines.
· Work collaboratively with colleagues located in other departments, offices and branches (UK & abroad), ensuring that a first class, commercially orientated service is delivered to/by the Bank, whilst meeting all best practice, regulatory and statutory requirements.
· To stay up to date on current regulations impacting banking and/or financial services relevant to your role.
· Deliver the Bank’s proposition, while adhering to the FCA rules as interpreted in the Bank’s compliance procedures.
· Adhere to the highest standards of corporate governance and behaviours applicable to a bank by the FCA and PRA.
· To devote your working time, attention and abilities to the business of the Bank.
· To comply with all reasonable and lawful directions given to you by management and exercise them diligently.
· To carry out any other duties which from time to time maybe as assigned to you by management.
To comply with all applicable individual conduct rules as set by the regulator (FCA) below:
o Rule 1: You must act with integrity.
o Rule 2: You must act with due skill, care and diligence.
o Rule 3: You must be open and cooperative with the FCA, the PRA and other regulators.
o Rule 4: You must pay due regard to the interests of customers and treat them fairly.
o Rule 5: You must observe proper standards of market conduct.
o Rule 6: You must act to deliver good outcomes for retail customers.
Hours of Work
Normal shift – 8.30am to 5.30pm
Late Shift – 1.30pm to 9.30pm
On Call Rota
Ad-hoc OOH work
At all times act in a fit and proper manner consistent with the rights and responsibilities involved in holding the role assigned to you by the Bank and self-report any actual or potential breaches of the above principles or any convictions or disqualifications or any discipline or expulsion by any professional body or regulatory supervisor for professional failings.
The Bank shall be entitled to relocate you on a full time or part time basis to another office or branch in line with business requirement.
Qualifications, experience and skillset requirements
• Education /qualifications: Higher Education/Degree in Computer Sciences, Microsoft Certified or equivalent IT qualifications.
• Experience: Ideally minimum 5 years’ experience preferably from within another financial institution or similar environment.
Key technical experience required:
· Excellent knowledge of MS Desktop, Laptop and Mobile Device Hardware, Operating Systems and Protocols
· Windows Server
· Microsoft Windows 10, 11
· Microsoft Active Directory, Group Policy, ADFS
· MS Office 365 & MS SQL
· Virtualisation / VMware, DEM.
· VMware disaster recovery
· Software and hardware troubleshooting
· Experience with GPO / Registry
· ITIL / ITSM Practitioner
· Software configuration Management and best practices
· Experienced business applications support experience
Desirable:
Information Security Credentials and experience
Temenos T24 support experience desirable
Linux, bash scripting
Zero Trust Architecture
Service Orientated Architecture
Kubernetes K8 management and configuration
CI/CD deployment and code guardianship
Automation and workflow
Python
SQLServer Administration (DBA)
