The role
In this role, you will be the first point of contact for our employees' tech and some security related issues and will be responsible for resolving them or escalating them to the appropriate team. In addition, working as a 1st to 3rd line IT Engineer, you will provide support to the wider engineering teams, in particular the SRE function to assist with the setup and operation of Azure environments. You will provide exceptional customer service and technical support, using your problem-solving skills to resolve issues in a timely and efficient manner
Key responsibilities
- Provide first to 3rd line technical support to our employees for all Tech-related issues
- Respond to requests for assistance in a timely and efficient manner, either in person, via support tickets or over the phone,
- Log all support incidents and service requests in the ticketing system and ensure they are resolved or escalated in accordance with service level agreements (SLAs)
- Troubleshoot and resolve hardware and software issues, including laptops, mobile devices, printers, networks and other peripherals
- Collaborate with internal teams to ensure timely resolution of technical issues
- Implement and maintain IT infrastructure solutions
- Monitor system performance and conduct regular system upgrades
- Participate in the design and implementation of IT projects
- Configure and deploy hardware and software to end-users
- Provide exceptional customer service and technical support to employees at all levels across the business.
- Create and maintain documentation and knowledge base articles to enable self-service for end-users
- Maintaining current SSO configurations & Enterprise applications: Handling certificate renewals and API changes.
- Configuring new SSO/SAML Config
- Managing / Building Service Principals: Authenticating into our new PB admin environments like SoFi.
- Building new tenant environments for engineers: Configuring them to build and test solutions for clients without affecting production environments, most recently done for Arqaam.
- Adhoc advice / collaboration / troubleshooting problems with engineers / SRE to integrate Entra properly with their systems e.g. admin roles / API permissions.
Competency Requirements
Knowledge
- Possesses a full understanding of area of specialisation; resolves a wide range of issues in creative ways.
- Understands and makes well-reasoned decisions and tradeoffs within their area of expertise.
- Makes the connection between tasks and delivering business value to focus their efforts.
- Actively attempts to increase and improve knowledge both inside and outside of immediate areas of expertise.
- Strong knowledge of cloud infrastructure including O365 / Azure / SharePoint / Teams
- Experience in solutions architecture and implementation
Ownership and delivery
- Requires minimal direction/oversight to deliver on projects of increasing complexity.
- Takes the initiative to identify issues before being assigned them, recommending and delivering sound solutions that they believe are well researched.
- Persistent in the face of roadblocks; addresses them efficiently, pulling in others as necessary.
Communication and Leadership
- Consistently and effectively communicates both progress and issues at the right time to the right people including managers, peers and team.
- Mentors and supports junior team members through sharing learnings and best practices.
- Communicates and partners effectively across functions; is able to work well with any function necessary.
Discipline Requirements
- Experience in a IT support role or a related field
- Strong technical knowledge of laptops Mac predominantly, mobile devices, printers, and other peripherals, EntraID, Google Workspace, Jira and Confluence administration
- Experience supporting Google Workspace and Mac desktops using JAMF and InTune or similar MDM tools
- Excellent customer service and communication skills, both written and verbal
- Strong problem-solving skills and attention to detail
- Ability to work well under pressure and in a fast-paced environment
- Willingness to work flexible hours.
- Ability to work independently and in a team environment
Nice to haves
- Technical certification, such as CompTIA A+, CCNA, or similar
- Knowledge of network protocols and basic network troubleshooting
Required knowledge/qualifications/memberships and ongoing training requirement
- CPD log 35 hours (per year)
Senior Managers and Certification Regime
The role is a Code of Conduct (COCON) role. The holder is also required to act in accordance with the PrimaryBid code of conduct as detailed in the contract of employment, the Staff Handbook, PrimaryBid Procedures (Compliance Manual) and the firm’s policies.
Regulatory responsibilities
- Promote a culture of compliance with all applicable law, regulation, internal procedures, and codes of conduct to minimise the risk of misconduct and prevent the use of the company to further financial crime. This includes any money laundering, terrorist financing, bribery, corruption, fraud, or breaches of UK and international sanctions regimes.
- Ensure appropriate level of market conduct
- Ensure that you and the members of your team complete all mandatory training
- Maintain fit and proper status, disclose any circumstances which may lead to any breach of conduct rules, and assist with any investigations or disciplinary proceedings
- Ensure the standard of documentation of all of the relevant department’s systems, controls, policies, and processes
- Maintain decision making record
The Company reserves the right to vary or amend the duties and responsibilities of the post holder at any time according to the needs of the business.
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Last updated on Aug 9, 2024