3rd Line Service Desk Engineer (Full Time)

To ensure the Society’s IT systems and technology run reliably and efficiently and to assist with the implementation and development of new systems to support the Society’s future growth.

• Provide continuous 3rd Line Service Desk Support between 8:00 - 17:00 Mon - Fri and Sat 8:00 - 12:00 (1 in 5), including on-call Out-of-Hour support as required.
• Serve as 3rd line support for all internal IT issues logged via the Self-Service Portal and Telephone support queues either in person or via telephone.
• Day-to-day responsibility for the society’s Infrastructure and Network which includes but is not limited to Windows Server 2016 – 2019 (Hosted and On-Premises), Active Directory and Azure AD, VMware, AVD, Microsoft 365, Backup and Replication technologies, Managed AV (Defender).
• Responsible for supporting and managing all society’s hardware ensuring this is kept updated with all security patches and firmware.
• Proactive monitoring using the society’s networking monitoring tool PRTG, ensuring maximum uptime of critical systems and services.
• Responsible for performing regular system and data back-ups/restores of the virtual servers and data, ensuring they run as scheduled and are completed without issues. This should include a continual cycle of Disaster Recovery planning and testing which is hosted onsite and in the cloud.
• Play a key part in the design and implementation of the society’s cloud migration project.
• Participate in any other IT projects across the society, following a robust change management procedure, ensuring successful delivery and function of all new systems and applications.
• Management of key 3rd party software and vendor relationships in accordance with the outsourcing policy and agreed budgets.
• Ensure documentation is completed and is kept up to date including all relevant policies and procedures.
• Participating in internal and external audits as required to demonstrate the compliance of the IT operations with agreed policies and regulatory requirements.
• Maintaining an up-to-date and in-depth knowledge of technology within the industry, horizon scanning and researching finance-specific technology and risks
• Provide knowledge transfer and technical training to the Service Desk team as a mentor or wider business when delivering new technology.
• Represent the IT team and the Society at working parties and in meetings as required.
• Any other duties that may from time to time be allocated by the IT Service Delivery Manager, including supporting colleagues during busy periods, and that are commensurate with the grading of the post including one-off projects as they arise.
• Ensure that staff and members’ data is secure, accurate and used correctly in line with the Society GDPR policy and standards. Adhere to the Society Financial Crime Policy, the controls and report any internal or external incidents of actual or suspected fraud, money laundering or financial crime, either in accordance with the internal money laundering process (Suspicious Activities Report) or via the Society’s Whistleblowing Policy. Complete and pass an annual dedicated financial crime and bribery prevention computer-based training test.

• Excellent oral and written communication skills & interpersonal skills
• Troubleshooting and Analytical skills
• Client/Vendor Management skills
• Ability to work on own initiative.
• Team player
• Positive attitude
• Self-Motivated
• Ability to act in good faith toward retail customers.
• Ability to enable & support retail customers to pursue their financial objectives.

Essential:

• Proven background within a 3rd Line support role.
• 5 + Years of experience with infrastructure, cloud computing and services and offerings.
• Proven experience with Microsoft 365/Azure/SharePoint/Teams/Intune
• Experiencing using ITSM tools e.g. Freshservice or similar.
• Experience with databases and SSRS (Microsoft SQL and Postgres).
• Experience with virtualisation technologies (VMware/Microsoft Azure/Azure Virtual Desktop)
• Proven experience with networking (LAN, VLANs, WAN, Wi-Fi, MPLS).
• Experience with cloud-based technologies (Microsoft Azure, Azure Site Recovery and Restor).
• Microsoft Technical Associate qualification in Windows Server or Networking (or similar).

Desirable:

• Microsoft MCSA or MCSE qualification
• Degree in Information Technology, Computer Science, or a related discipline
• Financial sector/Building Society Services experience