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.

• 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.

• 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.

• 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.

• 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.