IT Operations Support Analyst / 2nd Line Support Engineer

Job Title: IT Operations Support Analyst

Location: Central London

Salary: GBP28,000 to GBP32,000 per annum

Job type: Full time, Permanent

The Role:

The primary responsibility of the IT Operations Support Analyst is to support the IT Operations processes of the bank. This role requires an understanding and working knowledge of IT infrastructure environments (e.g. operating system, security, network, voice, end user, desktop and server related applications, including the core banking application-BASIS and other business applications) in order to support the delivery of IT services to all relevant stakeholders.

An experienced Infrastructure Support Analyst that will be expected to provide 1st & 2nd level support to the bank's network, hardware, software, and application and network users generally.

Key Duties:

First and Second level support - Support the bank's data, voice, WiFi and mobile infrastructure including security solutions that underpin the IT infrastructure;
Analyse and resolve problems and incidents in timely manner to meet defined service level targets, and escalate when necessary;
Monitor the performance of the IT infrastructure and applications using the tools provided and raise alerts for exceptional events.
Take ownership of all log registers (e.g. Incident register, Risk register, Daily IT Event log etc.) to ensure issues are logged accordingly and in timely manner;
Setup, configure and deploy systems (server, PC, application etc.) infrastructure;
Server and user administration - Group Policy, Active Directory, Folder/File permissions, 2FA etc.;
Ensure that all IT equipment complies with industry standards;
Provide training and technical support for users with varying levels of IT knowledge and competence;
Ensure daily/monthly backups (disk and tape) and replication of all the functional systems and solutions for quick data recovery when required;
Windows Security Updates and Patch Management; Nessus vulnerability scanning management; Symantec Endpoint Protection management;
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution;
Provide support across all business applications including productivity tools (MS Office Suite, Teams, Exchange, and SharePoint etc.);
Assist with and implement IT solutions (hardware and software) to assist in achieving business targets;
Maintain documentation for all systems (hardware and software) which include all applications installed and network topology/diagrams;
Liaise with external support and suppliers when necessary;
Assist in the processing of payment and issuing of purchase order for IT procurement;
Flexibility in approach to this role is required, as it will sometimes involve weekend, bank holiday and odd hours working. About you:

Previous experience in 2nd Line support role
Excellent written and verbal communication skills
Microsoft Windows 10
Microsoft Server 2012R2, 2016, 2019
Microsoft SQL Server
Microsoft Office 365 Exchange
Microsoft Active Directory, Group Policy, DHCP and DNS
VMware ESX, vSphere, vMotion configuration, management and support.
Good understanding of Network Technology VLAN and IP routing protocols.
An understanding of Wireless network technologies
EMC Storage infrastructure configuration, management and support.
Good understanding of Security Firewalls, NAC, IPS/IDS, VPN,
Understanding of SIP/IP Telephone Systems
Understanding of Symantec Enterprise Protection (SEP)
An understanding of Back-up & Replication technologies (Veeam, etc.)
Understanding of MDM, WAF, PAM, ARM and 2FA solutions' technologies
Understanding of Linux flavours (Red Hat, Oracle Linux etc.)Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of: IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Support Technician, Technical Support, 2nd Line Technical Support Advisor, 2nd Line Technical Support Analyst, IT Support Technician, 2nd Line Support Engineer may also be considered for this role