Job Description

Main Responsibilities:

The IT Support Technician is responsible for the smooth running of computer systems, both hardware and software ensuring that users get maximum benefits from them with minimal disruption, this includes:

- Support and Ticket Systems

Provide 1st and 2nd Line support for more complex technical issues, including but not limited to operating system problems, network issues, software configuration, and server-related inquiries

Monitor Jira Support desk and provide support across the full organisation.

Ensuring SLAs are being met and reported on monthly. Respond to and track tickets from initial logging to resolution

Prepare and maintain all hardware.

Perform in-depth diagnosis and provide timely resolution for issues related to servers, networking, applications, and cloud services.

Provide guidance and mentorship to 1st Line Support team members.

Work with wider IT Operations team to help troubleshoot system and network problems, diagnosing and solving issues.

You will support the wider IT team with projects as necessary.

- ISO 27001 Audits and Processes

Complete audits across the business to support the on-going maintenance and compliance with our ISO 27001 accreditation.

Work with System Administrator and DevOps to ensure security and consistencies within Gain infrastructure and perform routine checks and tasks on systems on a regular basis

Monitor and maintain all logs for investigation and audit

Providing operational support to other infrastructure teams in the event of risks, incidents or technical issues

Participate in the management, configuration and patching of IT systems and networks, ensuring they are up to date and secure for Gain

- Software, Asset and Access Management

Software and equipment/asset tracking and reporting

Monitor and maintain computer systems.

Work closely and establish a good working relationship with clients and suppliers.

Install and configure computer hardware operating systems and applications.

Support the roll-out of new applications/software.

Work with suppliers to ensure all assets are fixed in a timely manager and replace any parts that maybe required.

Diagnosing and solving hardware or software faults

Work with PeopleTeam with New Starter and Leaver requests to arrange and manage assets.

- DevOps and Technology

Support DevOps, Developers and Technology teams with managing and improving GitLab.

Build, maintain and support multiple environments from a DevOps perspective

Attend CAB meetings and follow Gain’s Change and Release process for Deployments.

Learn and expand relevant tooling to assist in set-up and maintenance of automated deployments of both infrastructure and applications.

Collaborate with the development and software support teams to understand infrastructure requirements.

Requirements

• At least 5+ years experience, ideally in comparable role
• Experience with or knowledge of programming languages and operating systems (MS Exchange, Active Directory, and other Windows-based systems), current equipment and technologies, enterprise backup and recovery procedures, and system performance monitoring
• Experience with implementing, configuring, and testing solutions
• Good knowledge of technical management, information analysis and of computer hardware/software systems
• Experience with cloud (AWS/Azure) environments
• Experience in data centre management and data governance
• Hands-on experience with computer networks, network administration, network installation and network security.