Date posted





Job Description

SOG Technician

£55,000 + Benefits


Our client is looking Support technician, this will be a hybrid role encompassing the full spectrum of Desktop, Telephony, Application Operations and IT Security aspects. Supporting the Service Desk Manager, this Systems Operations Group role is to support and facilitate the effective use of the company’s IT services and to ensure business needs are met in an optimised way. Proactively works to support the users and the delivery of IT services. Identifying, resolving and providing mitigation for any IT issues. A competent user of desktop tooling and automation, keeping workstations and the user environment at its optimum. The role would suit someone who comes from a good IT Security background in a corporate environment.

Key work outputs and accountabilities:

  • Provide 1st line support for all IT services provided by the company to all of its users.
  • Provide 2nd line support for all Desktop and Telephony Services.                                                                              Liaise with internal departments and external IT vendors, to deliver 1 /2nd line support, management of IT incidents/requests until closure where possible but if needed handoff to 3rd line support for more complex incidents and problems associated to all IT services
  • Effectively manage workload and appropriately record progress for assigned projects, support and other initiatives within the IT department
  • Is considered to be the Desktop Security expert within the team
  • Participate in, configure, and assist with automated deployments of desktop patches, software and anti-virus solutions
  • Efficiently carry out the start of day and end of day procedures for the company’s systems
  • Ensure all support is completed within the agreed SLA and champion all IT policies and procedures to ensure all users adhere to them
  • Ensure knowledge base documents are created and updated when required
  • Escalate all potential P1 & P2 incidents to IT leadership
  • Assist IT leadership in selecting most appropriate vendors for IT services
  • Assist IT leadership in evaluating new technological advances with a view to appropriate use within the company’s infrastructure
  • Assist the IT leadership in further automating the IT landscape
  • Assist with hardening of the desktop end to end environment from a security perspective
  • Support hours to be covered from 0700 to 2100 (four shift patterns to be covered)

Required qualifications and experience:

  • Good understanding and knowledge of Windows 10, Office 2010, 2016 and 365
  • Good understanding of IT infrastructure and solutions in a banking environment
  • Has acted in a security champion role within the Desktop space
  • Good understanding of automation products such as Desktop Central, MimeCast, Cloud Web Proxies
  • Experience in automated virus image deployments and rollouts of desktop patching
  • Experience in projects/environments where automation is being used
  • Experience with hardening and working with IT Security products
  • Good knowledge and experience of contingency planning and business recovery
  • Good written and oral communication skills
  • Ability to convey complex information with due consideration for the audience(s)
  • Good understanding of ITIL principles and the ability to use them in different scenarios
  • Ideally have some experience using the company’s IT support tools


Full Time


Information Technology

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