Infrastructure Support Specialist

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Job Summary

This position is responsible for the support of all operations that are involved in the Desktop and Print Services (including DR) as well as the ATM estate and voice solutions. The role also supports the provision of access to core / non-core applications for the Desktop Users.

Job Description

Key Accountabilities

Accountability End User and ATM Support

• Installs, upgrades, configures and troubleshoots desktop operating systems as required by dependent services.

• Installs, upgrades, configures and troubleshoots desktop applications e.g. Microsoft Office and other specialist applications as required by dependent services.

• Installs, upgrades, configures, backs up and troubleshoots Microsoft Exchange, PGP, and file and print, Flexcube, Symantec antivirus and other such services.

• Installs, upgrades, configures and troubleshoots desktop resources e.g. phones, printers, scanners, faxes, Card and PIN systems as required by dependent services.

• Monitors resource utilization and performance of above servers and resources and plans / executes preventive or corrective actions to maintain high efficiency levels.

• Ensures that all PCs are duly protected with up-to-date antivirus definitions.

• Regularly monitors the incidence, trends, status and speed of resolution of enquiries and problems and is pro-active in devising improvements and recommending changes to systems, products or services.

• To ensure all ATMs are operating effectively, thereby providing the highest level of ATM availability and performance.

• To ensure change management procedures are adhered to when installing or upgrading software.

• Provide high level of functional expertise to resolve major complex live business problems relating end user hardware.

• To provide second line support for end user hardware and ATMs; reviewing and providing advice on parameter settings.

• To ensure information security guidelines are implemented as prescribed by group information security.

• Play a part in conducting UAT and OAT of end user installations.

• Play a role in supporting various projects at different stages.

• Support business in converting their requirement to IT applications.

• To manage migration related activities.

• To supervise maintenance of End User hardware

Accountability:  Test Management

• Responsibility is to ensure that proper testing occurs for all End User and ATM related changes released into the production environments as assigned to you by Line Management

Key Activities

• Work closely with Release Analysts

• Review releases and assign appropriate release testing tasks

• Compile and review the Testing Deliverables

• Conduct installation procedure tests

• Participate in functional, performance, and integration testing results

• Coordinate user acceptance testing

• Coordinate back out testing

• Conduct supporting documentation review

• Compile test results

• Conduct release test review

• Coordinate post release testing

• Validate and communicate results of testing activities

Accountability: Risk Management

• Build relationship with country IT Risk and Governance team and provide support wherever required.

• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.

Accountability: People Management

• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.

• By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.

• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate.

Essential / Minimum qualification

• At least 3 + years experience in developing, implementing/integrating a standard desktop build, in a sizeable organisation with a global footprint (30000+ employees), which provides a functional and serviceable platform for the business, across multiple hardware and software platforms.

• Exposure to the Banking/ ICT Industry

• A thorough understanding of technology strategic issues in the banking or financial services sector

• ITIL V2/V3 experience

• Communicate effectively with business analysts, project leadership, architects, developers and others across the organization

• Work collaboratively across the business and IT communities by working cooperatively with others to accomplish department and project objectives

• Be seen as a team player that exhibits critical thinking and confidence and has credibility across the project team

• Thin/Slim client technologies, Desktop hardware and associated peripherals

Preferred

• Relevant IT certification.

• ITIL certification.

• Technical understanding of IT systems, Applications and Networks.

• Proven track record with requisite experience in similar environment

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)