Infrastructure Support Specialist

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Job Summary

• 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

• 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

• 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

• 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.

• 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.

• 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

• Relevant IT certification.

• ITIL certification.

• Technical understanding of IT systems, Applications and Networks.

• Proven track record with requisite experience in similar environment

Education