Senior Technician, IT Infrastructure in London

The Senior Technician is a cornerstone within Ryan’s Information Technology (IT) team, adept in Desktop Administration with a broad skill set in IT infrastructure, including Networks, Servers, and Telecommunications. Tasked with maintaining optimal systems and site performance and security, this role blends hands-on technical work with strategic project management and vendor collaboration. Emphasizing a proactive approach, the Senior Technician ensures robust, secure IT operations, supporting both daily needs and long-term initiatives.

Duties and responsibilities, as they align to Ryan’s Key Results

• People: Foster a culture of collaboration and continuous improvement within the IT team.
• Act as a senior escalation point for complex technical issues and provide guidance to the Service Desk team.
• Lead communication and project coordination with business units, representing IT infrastructure services across the organization.
• Manage vendor relationships to enhance service delivery and optimize performance.
• Oversee multiple projects, demonstrating strong time management and leadership skills.
• Partner with IT management to improve service delivery methods and procedures.
• Support continuous cross-training within the Desktop Administration Team.
• Participate in on-call rotations for critical support outside normal business hours.

Client:

• Act as the primary point of contact for IT infrastructure support at designated locations, ensuring the reliability and performance of desktop and broader IT systems through strategic and hands-on support.
• Deliver tier 3 support for the Service Desk on desktop issues and provide tier 1-2 support for network, server, and telecommunications queries, showcasing a deep understanding of the IT infrastructure spectrum.
• Responsively address service desk requests via various channels, ensuring all tickets are resolved efficiently and in alignment with firm SLAs and "Best Practice" guidelines, to exceed client expectations.
• Forge strong, collaborative relationships with business units and vendors, serving as a critical liaison to translate requirements into IT solutions, address challenges, and align infrastructure developments with business goals.
• Manage the coordination, movement, and reconnection of IT infrastructure equipment, ensuring smooth transitions and minimal disruption to operations.
• Offer direct assistance to users, addressing queries and problems with a focus on service excellence and user satisfaction, ensuring that IT supports business productivity and growth.

Value:

• Lead strategic IT infrastructure projects beyond desktop technology, contributing to the design and deployment of scalable, secure solutions.
• Develop and uphold IT standards, policies, and procedures.
• Optimize vendor management for value and performance.
• Stay current with emerging technologies and recommend relevant innovations.
• Provide advanced troubleshooting and maintenance across IT infrastructure components.
• Promote operational excellence through ITIL frameworks and best practices.
• Conduct audits and performance analyses to optimize systems.
• Manage resource allocation and capacity planning to support future business needs.

Education and Experience:

• Bachelor’s degree in a relevant technology field, or equivalent experience and knowledge of computer/network principles, is required.
• More than 7 years of IT Infrastructure Support experience in medium to large multi-location companies managing Desktops, servers, networks, and telephony.
• Proven ability to provide tier 1-3 Desktop support in a 5,000+ user corporate computing environment that consists of Windows 10/11 and Mac clients.
• Proficiency in using industry-standard Mobile Device Management (MDM) solutions, such as JAMF Pro and Intune, to manage a variety of devices, ensuring secure and efficient operations across the organization.
• Must have a solid foundation in network, server, and telecommunication systems, with the ability to manage and troubleshoot complex infrastructure issues.
• Strong project management skills and experience with Incident and Change management processes.
• Exceptional problem-solving abilities and communication skills.
• Ability to collaborate to determine the most appropriate technical strategies and designs to meet business needs.

Computer Skills:

• Proficient in Microsoft O365 and Windows 10/11.
• Familiar with SCCM, VMware vSphere, and networking technologies.
• Experience with PowerShell scripting and MDM tools like JAMF Pro and Intune is preferred.
• Additional knowledge in Microsoft Server Operating Systems and components (Active Directory, DNS, DHCP, ADFS), VoIP, VLANs, LAN/WAN technologies, load balancers, and wireless technologies is a plus.

Certificates and Licenses:

• Valid driver’s license required.
• Microsoft O365, MCP, and Active Directory certifications preferred.
• Additional certifications in Windows Server, VMware, CCNA, Network+, or Security+ are advantageous.

Work Environment:

• Standard indoor working environment.
• Occasional long periods of sitting while working at a computer.
• The position requires regular interaction with employees at all levels of the Firm and external vendors.
• Able to travel internationally, travel requirement: up to 25%.

Ryan offers outstanding opportunities to work in a dynamic, rapidly expanding tax services firm serving the world’s most respected Global 5000 companies. Our innovative work environment, accelerated growth path for high performers, competitive benefits package, and outstanding earning potential provide the most rewarding career experience available in the industry.