IT Support Engineer

3 days ago

London, United Kingdom Recognise Bank Full time

Hello,

We are Recognise Bank. Our vision is to become the UK’s leading business bank, providing tailored lending and savings solutions designed to meet the unique needs of modern SMEs.

Founded in 2017 by experienced business owners, Recognise Bank was born out of a shared frustration with the traditional banking industry’s lack of understanding, flexibility, and certainty for small and medium-sized businesses. We believed there was a better way to serve the SME community—and we set out to create it.

In 2021, we received our banking licence and quickly built a strong community of loyal business customers, supported by our dedicated, diverse, and expert team.

At Recognise Bank, our customers are at the heart of everything we do. We offer a range of flexible lending solutions and secure, FSCS-protected savings accounts with competitive interest rates, empowering businesses to thrive with confidence.

The IT Service Support role works with key functions in the IT department to enable delivery of a high-quality service to end-users. The role will ensure Service Support and Service Delivery processes are in place to meet business needs.

This position is a stakeholder-facing role and requires establishing and managing expectations within the business. As well as driving the Bank’s IT team and suppliers in delivering on those expectations, to a high standard.

The role’s purpose is to ensure:

  • The Recognise Bank technology estate runs smoothly and safely and is operationally resilient
  • Any change-the-bank project deliverables have appropriate support in place for acceptance into service management
  • Recognise IT Supplier Relationships are managed, tracked, and monitored from an Operational perspective
  • Any Application, Service Delivery and Corporate Technology issues relating to Recognise Bank’s Production IT estate are dealt with swiftly and effectively as needed

Key Responsibilities

  • Act as the primary contact for 1st Line IT support across internal systems, collaborating with the Managed Service Provider (MSP) for the Microsoft environment.
  • Ensure effective ITIL-based service delivery, including Service Desk, Application & Desktop Support, and Joiner-Mover-Leaver (JML) processes.
  • Provide reliable IT support, monitor systems, and improve processes across onshore/offshore locations.
  • Deliver first-line support, user configuration, and maintain FAQs and training materials.
  • Oversee service introduction for technical changes with clear documentation and robust processes.
  • Lead incident resolution, stakeholder communication, and post-incident reviews.
  • Manage IT infrastructure, including network connectivity, monitoring, backups, and system updates with the MSP.
  • Streamline O365 environments and maintain IT policies like Asset Management.
  • Drive service review meetings with internal teams and third-party providers to enhance performance and processes.
  • Collaborate with Information Security to address threats and ensure patching/vulnerability management.
  • Provide regular performance reports and support budget oversight for IT services.

Corporate Responsibilities:

  • Comply with all company, risk, and compliance policies relevant to the role.
  • This role ensures the smooth operation, security, and continuous improvement of the Bank's IT services.

Key Skills and Experience

  • Prior experience in a similar role
  • Service Desk experience, 2-3 years
  • Solid understanding of networks and virtualisation
  • Cyber Security awareness
  • Knowledge of ITSM and RMM Tools
  • Documentation and process design experience
  • Technical knowledge of Microsoft/Office 365, Azure, Email/Web Gateway, Networking Infrastructure (including Cloud networking), Zero Trust Patch Management

Desirable:

  • ITIL foundation certified or equivalent experience in an ITIL environment
  • Network+ Certification
  • Previous experience of working in Financial Services and a regulated environment
  • Previous experience of change programs adopting the Agile methodology
  • Previous exposure to IT Security frameworks and data security

Key Competencies

  • Growth mindset, team player and collaborative
  • Demonstrate a systematic, disciplined and analytical approach to your work
  • Strong stakeholder management, and planning skills
  • Ability to communicate at all levels and able to talk about technology in simple terms to non-technical persons
  • Demonstrates a systematic, disciplined and analytical approach to your work
  • Strong stakeholder management, and planning skills
  • Ability to communicate at all levels and able to talk about technology in simple terms to non-technical persons
  • Strong customer centricity and appreciation of changes in customer behaviour
  • Ability to multi-task and prioritise workload in a changing environment

Why join?

  • Competitive salary and benefits package.
  • Opportunities for professional growth and career development.
  • Inclusive and collaborative workplace culture.
  • Chance to make a tangible impact in an innovative banking environment.

Recognise Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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