IT Support Analyst/Engineer with Level 1 and Level 2

IT Support Analyst/Engineer (Level 1 & 2) - full-time, hybrid (London with occasional home-office flexibility). Responsible for handling support tickets, providing first-line assistance, advanced diagnostics, system installation, user account management, performance monitoring, and routine maintenance. Collaboration with IT teammates and clear communication with non-technical users are essential., * Handle incoming support tickets, respond to user queries, and provide first-line technical assistance for hardware, software, and network issues.

• Perform advanced second-line diagnostics, resolve complex incidents, and example when necessary; update documentation and knowledge bases.
• Install and configure systems, manage user accounts and access permissions, monitor system performance, and assist with routine maintenance and upgrades.
• Collaborate with other IT team members and communicate clearly with non-technical users.
• Provide IT support to staff and other group colleagues, respond to service outages, and maintain system security.
• Provide IT support and assistance to branch staff in a timely manner.
• Maintain the IT infrastructure of the branch by providing first and second line support of software, hardware, and networking, including installation, configuration, and troubleshooting; support endpoint security standards (antivirus, firewall, patching, two-factor authentication).
• Support the Admin and HR function for joiners/leavers/movers process, CCTV & Paxton Card Access.
• Assist the IT Manager in delivering various IT projects by managing day-to-day operational aspects.
• End-User Computing support for all staff (install, configure, and maintain desktops, laptops, printers, phones/mobiles, and other IT equipment).
• Apply networking fundamentals - DNS, DHCP, TCP/IP, LAN/WAN.
• Understand cybersecurity measures and coordinate between London Users and Group IT Security on requests for system access, ensuring timely provision and regular updates in line with Group Access Matrix Protocol.
• Preserve office assets through disaster recovery and backup procedures, ensuring compliance with Group requirements.
• Provide IT support to maintain daily and periodic reports for the London Compliance team, ensuring adherence to Anti-Money Laundering provisions.
• Carry out data extraction for reporting requirements for all other stakeholders at the branch.
• Hold administrative functions for specific systems housed at the office, responsible for granting access and maintaining system matrices.
• Oversee monitoring of network equipment (switches, firewalls, appliances) and support the server room.
• Plan and carry out maintenance checks to ensure infrastructure and IT operations run smoothly, completing daily routine tasks.
• Manage inventory of computers, network equipment, and tracking of purchased equipment and services.
• Maintain the BCP site to be ready for continuous bank operations.
• Ensure resilience of IBS, providing appropriate RCSAs, CETs, KRIs, monitoring procedures, and controls within units.
• Assist the HOD/Manager with implementing training/guidance/SOPs on cyber-security and operational resilience.
• Maintain the branch Avaya IP Office phone system and ensure the recording system is always operational.
• Perform monthly infrastructure tests and reporting for risk assessment.
• Manage incident handling procedures, including monitoring and post-incident follow-up.
• Respond to IT service requests and incidents in a timely manner, prioritizing based on business impact, especially for critical banking functions.
• Support branch operations as needed and execute any other tasks assigned by branch management.

Data Integrity and Compliance

• Operationalize data strategy and communicate to the Data Owner or Management any changes in their BAU requirements that involve data.
• Ensure all data worked on or shared with internal/external clients is accurate, compliant and maintained according to the company’s data quality standards.
• Handle all data in strict alignment with the General Data Protection Regulations (GDPR) principles.
• Keep track of documents created by the team.
• Escalate any suspected data breaches or privacy issues to the DPO promptly and without delay.
• Ensure any data sharing requests are discussed with the HOD/DPO so that prior authorization is granted and follows GDPR or department’s SOPs.
• Collaborate with the DPO on Data Protection Impact Assessments when introducing new systems or processes to ensure privacy risks are mitigated at the outset.

• Strong technical support and IT skills, including experience with common operating systems, hardware, and business applications.
• Solid analytical and troubleshooting abilities to diagnose issues, identify root causes, and deliver effective solutions.
• Clear and professional communication skills, capable of explaining technical concepts to users at varying skill levels.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft) and experience in Level 1 and Level 2 support environments.
• Ability to work in a hybrid setting, manage priorities in a busy service desk, and maintain a customer-focused, inclusive approach for diverse user groups.

Applicants must have at least 5 years of experience in IT as a support engineer, ideally in Banking/Financial services. In-depth knowledge of Windows, Office applications, and conferencing tools is required., * Proficiency with common operating systems (Windows 11, Linux, Server 2016 and later).

• AV support for branches.
• Software proficiency - O365, OneDrive, Teams, SharePoint, Bloomberg, FXT, SEP, SEE, ME Endpoint Protection, Murex, Swift, 1AML, SIBS, GFMS, COP, Refinitiv, Syncovery, SQL Server, Paxton, VBR, VRO, and VeeamOne.
• Imaging Windows machines, image creation & management, GPO, and Active Directory.
• Networking fundamentals - DNS, DHCP, TCP/IP, LAN/WAN.
• Good understanding of VMware (ESXi, vSphere, vCenter), Fortigate Firewalls, and Cisco Switches.
• Strong patching practices and troubleshooting skills.
• Install, configure, and maintain desktops, laptops, printers, phones/mobiles, and other IT equipment.
• AV support (conference phones, Logitech meeting room solutions, etc.).
• Proficiency in programming languages.
• Project management experience.
• Data analysis and reporting skills.

Bachelor’s or Master’s degree or professional qualification in a relevant discipline (IT/Information Systems/Computer Science/Technology/Programming/Information Science/System Engineering/Computing).

Salary will be around £55,000 - £60,000 per annum. The role is a five-day in-office mandate in Central London. #J-18808-Ljbffr