Senior Technical Support Engineer
2 days ago
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.
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. As well as driving the Bank’s IT team and suppliers in delivering on those expectations, to a high standard.
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
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.
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.
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.
Service Desk experience, 2-3 years
Solid understanding of networks and virtualisation
Cyber Security awareness
Technical knowledge of Microsoft/Office 365, Azure, Email/Web Gateway, Networking Infrastructure (including Cloud networking), Zero Trust Patch Management
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
Strong stakeholder management, and planning skills
Strong stakeholder management, and planning skills
Competitive salary and benefits package.
Opportunities for professional growth and career development.
Inclusive and collaborative workplace culture.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
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