Job title: IT Support & Infrastructure Analyst

Main purpose of job: To provide and maintain IT support and infrastructure.

Department: IT

Location/Branch: Central Court / Remote (in-line with organisations remote working policy during Covid-19 Pandemic)

Position reports to: Change & Technology Director

Position is responsible for: N/A

SM&CR Designations & Regulatory Prescribed Responsibilities

SM Function and/or Certification Function:

None

Regulatory Prescribed Responsibilities:

None

Length of contract: Permanent

Salary:

Job Family: IT

Key Tasks/ Main Responsibilities

·       To ensure smooth running of the Society’s IT infrastructure.

·       To assist in the development, testing and maintenance of strong layers of security for the

Society’s network and ecosystem.

·       To contribute to the roadmap for development of the IT systems to ensure best practice in security and network/system resilience, to support business requirements and to ensure ongoing compliance with regulation.

·       To work closely with the Society’s IT Development team to provide a suitable infrastructure setup for hosting internally developed applications.

·       To provide and maintain a suitable set of IT software and services for the Society’s staff.

·       To communicate with and support users of all levels.

·       To engage with the business’ IT support providers and maintain a productive relationship with them.

·       Record change activities in Metfriendly’s ticketing systems.

Network Infrastructure Support and Maintenance

·       Ensure that the Society’s critical IT Infrastructure is well maintained, regularly patched, available and runs efficiently.

·       Ensure that field staff and homeworkers have adequate access to the Society’s systems.

·       Ensure regular pro-active checks are undertaken to monitor the health of the network.

·       Contribute to the documentation of the network and tracking of the IT assets.

·       Support and maintain Access Control Systems.

·       Support and maintain the VoIP phone system.

·       Drive patching of endpoints and servers as informed by Metfriendly’s Vulnerability Management systems.

Security

·       Support the maintenance of a strong external security layer, facilitate, and support regular external and internal security and phishing testing.

·       Ensure good internal security practice applying patches to equipment, systems, and website where necessary and controlling access to key devices, services, and information.

·       Keep abreast of threats and trends in IT security to ensure Metfriendly is prepared for the rapidly changing cyber security landscape.

·       Assist in training users in IT security best practice.

Business Continuity

·       Support and facilitate the society’s IT Business Continuity and Disaster Recovery Processes.

·       Support and facilitate regular BCP/DR tests and contribute to development of the plans to ensure suitability and alignment with best practice.

Financial

·       Assist the Change & Technology Director to ensure that the IT Systems are delivered within the budget approved by the board. This should be done through a range of activities that focus on efficiency and ensuring maximum ROI on technical systems.

Risk Management

·       Proactively contribute to the identification of IT risks and assist in documenting them.

·       Take an active part in managing and executing risk mitigation tasks to ensure the business is resilient to them in a timely and cost-effective manner.

Documentation Planning and Reporting

·       Assist in identification of projects for inclusion on the IT Road Map by contributing to planning and discussion around the organisation’s IT Infrastructure and its place within the wider business.

·       Production of project and BAU documentation, including plans, where applicable.

·       Assist the Change & Technology Director where required in providing data or information for reporting purposes. Provide appropriate reporting for projects and systems that you manage where required.

Audit

·       Work directly with internal and external auditors providing information on the IT Systems and IT Processes as required.

·       Assist with the planning and carrying out of any remedial action in response to audit findings.

Essential Skills/Competences

·       5+ years in an IT support and infrastructure role.

·       Hold applicable MCSE, CCNA or equivalent industry certification(s).

·       Understanding of working in a regulated financial services environment.

·       Experience of IT network support/administration in an SME.

·       Knowledge of current cyber security threats and of how to mitigate them. Monitoring vulnerability landscape through management tools such as Tenable IO/Nessus and penetration testing with a third-party tester.

·       Experience in the configuration of firewalls and network equipment. Support of VPN clients for remote workers.

·       Experience of management and support of a VOIP telephony system and associated hardware and software, particularly one that supports a contact centre.

·       Happy to provide user support at all levels.

·       Understanding of data protection regulations and how this relates to the IT provision in a business.

·       Experience in developing, maintaining, and supporting business continuity processes.

·       Experience in Office 365 and Microsoft Azure support as well as other SAAS solutions.

·       Experience in standard IT office applications, including Microsoft Office.

·       Experience in maintenance of Microsoft Servers and Microsoft endpoint clients.

·       Virtualisation skills with Azure VMs and Microsofts Hyper-V

·       Demonstrable analytical and problem-solving skills.

·       Demonstrable organisational and planning skills.

·       Project management skills.

·       Excellent communication skills both orally and in writing.

Key Soft Skills/ Behaviours

·       Ability to convey potentially complex technical concepts to other staff members in a meaningful and understandable manner.

Key Results/Objectives

·       Month 1 – Learn the basic structure of the organisation’s technical systems and be able to

effectively communicate with staff to begin working on support and BAU tasks.

·       Month 3 – Become familiar with the inner workings of the business and how that relates to systems. At this point begin to be seen as a go to person for BAU tasks and support coordination to relieve pressure from the IT Support & Infrastructure Manager.

·       Month 6 – Fully integrated into the IT support and Infrastructure team and to move into owning processes and project work through to completion. Able to coordinate with IT Development colleagues and the wider business to plan and prioritise workload on own initiative as well as with the Change & Technology Director.