1st & 2nd Line Support

To provide 1st / 2nd Line IT Support to the business, ensuring a high-quality user experience across all systems and devices.

In addition, the role will support the Head of IT in delivering key transformation initiatives, including office moves, infrastructure changes, and the transition of IT services to a high profile bank.

They are currently undergoing a significant business and technology transformation following its acquisition by a high profile bank. As part of this, employees will transition onto their contracts and systems, and IT services will progressively migrate from an on-premise environment to their enterprise infrastructure., This role will play an important part in supporting this transition, including assisting with office relocation activities, infrastructure changes, and user migration to new systems and locations.

·Logging calls on the IT Service Desk (ManageEngine Service Desk Plus) and managing their timely resolution

·Providing 1st / 2nd line technical support

·Escalation of support requests to internal / external support staff when necessary

·Supporting users in the use of computer equipment by providing advice or training

·Maintain & update internal documentation and database systems in a timely manner

·Monitoring of servers, backups and systems.

·Be involved with IT projects, including infrastructure transition, system migration, and office relocation activities

·Perform all add / move / changes for users

·Responsible for correct configuration of laptops and company mobile phones

·Manage the company's security and cyber systems, including anti-virus software, email management, O365 defender, phishing software

·Provide 1st and 2nd line support for the telephony system

·Manage company eLearning platform

·Strong focus on IT information security

Additional Responsibilities

·Support the Head of IT with ongoing transformation and transition activities

·Assist with the physical relocation of IT equipment, including servers, between office locations

·Provide IT support for office moves, including user setup at new locations in and around Milton Keynes (each base is within a 20 mile radius)

·Assist with user migrations to new environments, including device setup, account access, and troubleshooting

·Support activities related to the migration from on-premise infrastructure to their virtualised environment

·Work with internal teams and external partners during the transition period

·Ensure minimal disruption to end users during change and migration activities, * Deliver core BAU IT support (user support, onboarding, device setup, application issues)

• Support the Head of IT with some short-term transition activities, including office moves and infrastructure changes

This will include things like:

• Supporting office moves to a new site and existing site around the Milton Keynes area
• Assisting with the relocation of some on-premise infrastructure
• Helping users transition to new systems and environments

It's important to position this correctly:

While there is some exposure to infrastructure and project work, this role will remain a user-focused support position. We are not looking for someone who is specifically seeking to move into an infrastructure or engineering role. As the transformation progresses, infrastructure and network support will transition fully to their central IT teams.

Overall, this is a great opportunity for someone who enjoys hands-on IT support and would value short-term exposure to transformation activity, without moving away from a core support career path.

·2 years' experience in a similar role

·A strong knowledge of Microsoft based operating systems with emphasis on: Windows 7, Windows 10, Windows Server 2008, Windows Server 2012

·Experience with using and troubleshooting Microsoft O365

·Knowledge of the following will be considered an advantage: Microsoft Sharepoint, Linux, Microsoft SQL server, Mimecast

Technical skills:

·Administration skills for O365 / Active Directory, Exchange, Mimecast

·Understanding of laptop hardware set-up and configuration

·Understanding of networks and network topologies

Desirable (but not essential):

·Experience supporting server and infrastructure environments

·Basic understanding of networking (switches, firewalls, cabling, patching)

·Experience of office relocations or large-scale user moves

·Exposure to infrastructure migration projects (physical to virtual environments)

·Experience working in a transitioning or multi-organisation IT environment