Technical Support Engineer- UK

Working closely with the IT Manager, Head of IT & COO the Technical Support Engineer has shared responsibility for the daily running of all the Bank systems ensuring availability, support, maintenance, and documentation of the company's IT infrastructure. Responsibilities:

• Provide timely, efficient & accurate IT support to all the Bank users.

• Cover of the office environment & IT systems from 08:00 - 18:30 Monday to Friday (over 2 shifts)

• Execution of End of Day and Month End/Year End processes under the supervision of the IT Manager when covering late shift.

• Innovate & collaborate to optimise the technology of the Bank internal systems with internal teams, IT staff and external IT consultants/contractors.

• Help build, manage, and maintain effective relationships with system suppliers and IT vendors.

• Provide input into the "Business Continuity" plans, ensuring measures are implemented to safeguard the firms Information Technology Systems and Management needs of the "Firm" in the event of major incidents or disasters.

• Assist the Head of IT with the development and implementation of IT projects, providing project support to ensure the timely completion and achievement of objectives of the program of works.

• Support the ongoing IT education and training provision for staff as directed by the Head of IT.

• Inform staff of the IT policies and procedures in place and communicating the impact of changes in technology on the firms' day to day operations.

• Update of IT documentation in line with any updates or developments at the request of the Head of IT.

• Ensuring the team meets its established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)

• Helping the team build its capabilities though the adoption of best practice processes.

• Share knowledge and experience throughout the IT team., Awareness and understanding of the wider business, economic and market environment in which the Bank operates:

• Knowledge of the IT developments and trends in technology which can assist the Bankto achieve strategic goals. Business Strategy & Business Model Awareness and understanding of the Bank business strategy:

• Knowledge of how IT is critical to the successful implementation of the Business Strategy and how it can be utilised within the Business Model

• IT continuity plan and disaster recovery process fully tested and maintained

• Work with the Head of IT to ensure each function has the IT tools required to manage the business. Risk Management & Control Identify, assess, monitor, control and mitigate risks to the Bank:

• Ongoing monitoring to identify Technology risks and plans in place to mitigate and combat risks including: o data loss, system weakness/failure, system downtime, external o threats from viruses and unauthorized access to system data. Financial Analysis & Costs Interpret Bank's financial information, to identify key issues based on this information and to put in place appropriate controls and measures:

• Help review IT expenditure to ensure within Budget, investigating overspend and review analysis of costs incurred Governance Oversight & Controls Assess the effectiveness of the Bank's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, to oversee changes in these areas:

• Assess how technology can be used in Governance and Control process and assist Head of IT with the development of effective polices and frameworks for implementation.

• Ensure Information technology and management are in-line with agreed company strategy and policy, and in compliance with Government legislation and standards. Regulatory Framework & Requirements Awareness and understanding of the regulatory framework in which the Bank operates and the regulatory requirements and expectations:

• Ensuring the IT systems utilised in the Regulatory Reporting process are available during reporting periods and system upgrades are implemented as required

• Comply with FCA and PRA conduct rules Per Regulators Conduct Rules

• Acts with Integrity, due skill, care and diligence.

• Is open and cooperative with the Regulators.

• Pays due regard to customers interests and treats them fairly.

• Observes market conduct standards. Key Performance Indicators

• Availability of systems

• Downtime of systems

• Increased system up time

• Response/Resolution time for user requests with timely responses to all IT queries

• Timely identification of IT problems and remediation of issues

• Adherence to IT projects deadlines and budgets

• Customer (internal) and Line Manager satisfaction rating (monitored through feedback and customer satisfaction surveys)

• Efficiency savings due to increased use of technology and systems rather than manual processes

• A strong Microsoft server/client & networking background is required for this role.

• Active Directory & Group Policy.

• Working knowledge of firewalls, routers & switches.

• Working & implementation knowledge of cloud technologies such as Office 365 & Azure AD.

• IT functions of financial institutions General:

• Excellent verbal/written and interpersonal skills, and relationship building capabilities.

• User facing

• Ability to multitask and meet multiple deadlines

• Flexibility

• Logical approach to problem-solving

• Provide out of hours on-call support (not currently implemented)

• Occasionally working at weekends

• Work effectively with other geographical regions

• Passionate about technology with a strong desire to work in a dynamic technical environment

• Experience in teaming effectively with others across different disciplines, functions and organisations.

• Understanding of ITIL

• Understanding of Risk & Compliance, + Relevant honours level degree in Computer

• Science/ IT or relevant business experience

• Microsoft Windows 2012/2016/2019

• Cloud services (Office 365, Azure AD)

• Exchange online

• On-prem Active Directory & Group Policy

• Anti-virus solutions/end-point protection

• Networking Desirable

• Oracle, MS SQL and/or other relational databases

• Powershell

• MDM

• Cisco Meraki/Fortinet Firewalls

• Redhat Linux

• Familiarity with or experience in the financial industry is desirable

• Cyber security

• Routers & switches

• ITIL

• ISO27001