Senior Administrator – Information Systems at JTC Group

Main Responsibilities and Duties

• Technical Support: Providing technical support to end users, including troubleshooting hardware and software issues, assisting with network connectivity problems, setting up new devices, and resolving user inquiries and complaints.
• System support: Active Directory maintenance and support, Citrix environment support, Windows Server support (including fileservers), e-mail system support (Microsoft Office 365), PC/Server access and operational system maintenance and support, application support (including the Office Suite, SharePoint, Funds software, Trust/Company software), system, maintenance and monitoring and telephone setup/support
• Help Desk Management: Responsible for managing the help desk system and ensuring that all incoming support requests are documented, prioritized, and addressed in a timely manner. This involves logging tickets, categorizing issues, assigning tickets to appropriate team members, and monitoring the progress of ongoing tickets.
• Application support. This will include the core Microsoft Office Suite used by JTC, and core business line applications, including Viewpoint, Access Control Systems, and certain Banking platforms.
• User Training and Education: Participation in conducting user training sessions and workshops to educate employees on basic IT skills, best practices, and security awareness. This can include providing guidance on email usage, software applications, password management, and data protection.
• Hardware and Software Maintenance: Assisting with the installation, configuration, and maintenance of computer hardware, peripherals, and software applications. This may involve deploying updates and patches, performing routine maintenance tasks, and ensuring proper inventory management of IT assets.
• Documentation and Knowledge Management: It is essential to maintain accurate and up-to-date documentation related to common support issues, resolutions, and procedures. Duties may include creating knowledge base articles, user guides, and troubleshooting documentation to assist both IT staff and end users.
• Collaboration and Communication: Effective communication and collaboration are crucial in an IT support role. The role requires working closely with other IT team members, developers, system administrators, and vendors to resolve complex issues and ensure smooth operations. Active participation in team meetings and sharing knowledge with colleagues.
• Ensure ongoing knowledge and compliance with JTC’s policies and procedures.
• Adhere to CPD requirements in accordance with qualification level and JTC’s policy and procedures.
• Adhere to JTC core values and expected behaviours.

Essential Requirements

• You will have relevant experience working in a professional environment and be able to demonstrate strong communication skills.
• 2nd level IT support experience – 2 to 4 years preferable.
• Strong team player able to work effectively with diverse client groups, with ability to problem solve individually and, in a group, as well as handling multiple tasks concurrently, the ability to manage your time effectively.
• Good analytical and problem-solving skills, the ability to own sections of projects and deliver the project work over and above the day-to-day end user support. Time management and communication skills are essential.
• Good interpersonal and customer care skills with an ability to assess each employees IT knowledge levels.
• Experience with past and present Microsoft Windows PC and Server configurations deployed in a networked environment including On Prem and Cloud.
• Good accurate records keeping, creation of solution guides for the helpdesk tickets where appropriate.