Senior Support/Infrastructure Engineer at Robert Walters

• The ideal candidate will be required to maintain regular dialogue with clients, users, stakeholders, and vendors to anticipate potential opportunities and challenges that may arise because of global innovation and the overall needs and strategies of the business. In addition to this, the candidate will be expected to fulfil various IT Service Management (ITSM) roles such as Incident, Problem and Change management to support the wider Technology and Innovation division.

Key activities :

• 1st/2nd/3rd line support: Specifically end user, application, desktop, and infrastructure support, primarily focused on the local office.
• Participate and owning various ITSM roles, in line with the ITIL framework, to ensure services are provided consistently, predictably, to a high standard, driving visibility and accountability through an evidence-based way of work.
• Collaboration Tools Management: Administer and optimise collaboration tools such as Messaging platforms and Telephony.
• Develop and manage processes for the business automation tools.
• Endpoint Lifecycle Management: Manage the entire lifecycle of end user devices from procurement to decommissioning, ensuring cost effectiveness, security, and compliance throughout the process.
• Endpoint Performance Monitoring: Monitor the performance of end user devices. Proactively identify and address issues to maintain option functionality and end user satisfaction.
• End User Device Management: Oversee the provisioning, configuration, and management of end user devices. Ensure a secure and standardised digital workplace environment.
• Manage the global Audio Visual and Conferencing estate to define standards and ensure consistency.
• Mobile Device Management (MDM): Implement and manage policies and control for mobile devices to ensure security, compliance, and governance.
• Provide remote helpdesk application support and desktop support for the other global offices.
• Provide remote and on-site server and networking support (1st/2nd line depending on experience)
• Proactively identifying and implementing innovative technologies to benefit the business and the end user experience/
• Research and implement new products: Work with other teams throughout the implementation cycle for successful introduction and adoption of all technologies.
• Work with the Infrastructure and Security teams to resolve and mitigate security issues and vulnerabilities.
• Ad hoc duties and projects will arise from time to time as the role and business develops.
• End user training: Develop and deliver training programs to enhance end user digital skills, ensuring they can leverage technology tools in the workplace.
• Mentoring and training: Participate actively in the professional and technical development of Service Desk team members. This includes, but not limited to, developing training material, reviewing, and providing feedback on performance and quality of work.
• (This list of duties and responsibilities is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this role. As such, the role may also include the undertaking of additional tasks and evolve in time.)

Minimum qualifications :

• Information Technology / Computer Science degree or equivalent.
• ITIL Foundations v3 or later
• Optional qualifications :
• Vendor qualifications.

Experience required :

• 5+ years proven history of working within a global service desk (Senior Support).
• 3+ years proven history of working within a global service desk (Support).
• 3+ years supporting a wide range of applications.
• 3+ years participating in implementing changes using ITIL Change Management aligned processes.
• 3+ years participating in ITIL Problem Management and Continual Service Improvement activities.

Experience preferred :

• 3+ years’ operating within the Financial Services Industry.
• Experience supporting MDM’s.
• Experience supporting cloud technologies.
• Experience with scripting tools desirable but not essential.
• Exposure to Automation technologies.
• Experience with unattended software deployment tools.
• Supporting a multinational workforce, in all time zones.
• Exposure to Major Incident Management processes.

Competencies & attributes :

• Ability to adapt and learn modern technologies quickly.
• Collaborative and inclusive approach to working with colleagues.
• Effective at building and maintaining long lasting partnerships / working relationships.
• Enjoys helping people solve issues.
• Excellent written, verbal, and interpersonal communication skills.
• Highly self-motivated and self-directed.
• Strong ability to consult with other members of the Technology & Innovation team.
• Strong analytical skills, attention to detail, and quality assurance processes
• Willingness to do overtime and on-call on a rotation basis should it be required.