IT Support Engineer

Position Summary & Environment
This position is responsible for working work alongside the ICM Asia Pacific Group of companies to support the internal and global technical environments to ensure the IT infrastructure and systems meet ongoing business requirements. Our C3 Post Trade environment is a global large-scale, fully on-premises SaaS platform that operates from two globally disperse locations and you will be responsible for maintaining, operating, and provisioning the infrastructure for these platforms.
Focusing on the information technology services at a company-wide level, the Junior Infrastructure Engineer will support and manage day to day operational tasks of the organisation. IT is a dynamic and fast-paced environment that requires a flexible and adaptable individual who is able to remain optimistic and positive when faced with pressure and change.  
This position is highly responsive to the requests of internal stakeholders with work priorities largely influenced by these stakeholders. Responsible for infrastructure services to all locations, this can necessitate after hours and weekend work to assist in the re solution of faults as necessary.

Significant Working Relationships
Internal
•    Executive/ Management Team
•    Project Management Office
•    Architecture Team
•    Development Team
•    DevOps Team
•    Operations Team
•    Human Resources Team
•    Finance Team 
•    UK Team
 
External        
•    Suppliers
•    Vendors
•    Clients

Position Responsibilities

IT Systems Support

•    Support, administration and monitoring of all Information Technology infrastructure, systems and service
•    Implementing appropriate processes, procedures and policies to ensure business requirements are met
•    Support and administration of backups and disaster recovery capabilities and requirements
•    Manage fault resolution in accordance with business impact
•    Conduct monitoring of operational events for the early identification of potential issues or trends
•    Provide technical expertise to resolve problems in line with assigned priorities

Infrastructure Project Work
•    Undertake small to medium-sized IT projects as required
•    Ensure projects meet the technical and business specifications
•    Gather feedback from the business to use in planning and triggering projects

Reporting
•    Track and document projects against deliverables and time targets.
•    Undertake fault reporting on an ongoing basis or as required to document the impact, cause and resolution of particular        faults.

Documentation
•    Develop and maintain all documentation related to all IT Infrastructure
•    Keep track and update of hardware/software purchases on the asset register
•    Update, add and maintain Infrastructure pages in the company Wiki

Internal Communication
•    Liaise with other departments in order to gather and analyse requirements to support the prioritisation of Infrastructure          projects.
•    Inform senior management of major faults or issues with infrastructure systems.
•    Act in an internal consultant capacity to discuss issues and provide technical advice to stakeholders and personnel.
•    Inform and advise relevant stakeholders of emerging infrastructure solutions applicable to the business.

Continuous Improvement
•    Liaise with business units to identify opportunities to apply IT systems to support, enhance or improve internal processes
•    Undertake training and develop knowledge on new technologies and solutions
•    Stay up-to-date with knowledge of new technology or enhancements
•    Identify ways tasks can be automated
•    Be motivated to learn and take on new challenges

Occupational Safety and Health
•    Responsible for taking reasonable care to ensure own safety and health at work, and to avoid adversely affecting the              safety or health of any other person at work.
•    Ensuring adherence to organisation-wide policies, procedures and monitoring the compliance of all team members. 

Responsibilities on Demand
•    Due to the fluid and dynamic environment within ICM, new, additional or changed position responsibilities may be                    required at any time
•    Successful demonstration of Change Orientation is an on-going responsibility in all ICM positions.

Key Result Areas 
General
•    Support, administration and monitoring of all Information Technology infrastructure, services, systems and hardware              ensuring they meet business requirements
•    Perform routine maintenance tasks for infrastructure systems such as backups and patch management accurately and          to a high standard
•    Install, upgrade, and troubleshoot hardware and software systems on all companywide systems
•    Diagnose hardware, software and connectivity problems determining the best course of action and resolution
•    Monitor system-operating capacity in terms of (e.g., disk space, memory, and CPU utilization)
•    Update and review internal support documentation and manuals ensuring they are up to date including wiki pages

Delivery
•    Should be able to perform all infrastructure updates in house. 
•    All BAU tasks should be completed accurately and on time to meet deadlines
•    Meets project deadlines and KPI’s as agreed for each project.
•    Ensure all actions directly support the company objectives, values, policies and processes.

Person Specification
Qualifications
•    Tertiary qualification in a related field

Desired Experience
•    Ideally 1+ years experience in an Infrastructure Engineering role or similar
•    Sound knowledge of computers, storage, networks, virtualization and IT Infrastructure

Technical Expertise and Experience
•    A sound understanding and knowledge of the following products and technologies will be beneficial:
•    Basic troubleshooting
•    Basic Network knowledge
•    Windows OS Knowledge
•    Active Directory
•    End user Hardware
•    M365 knowledge desirable 
•    Logging, managing and creating tickets
•    An understanding of how VPNs work
•    VMWare virtualisation platform
•    Demonstrate an understanding of:
      o    Knowledge of monitoring and backup applications
      o    Other operating systems (windows/linux/mac)

Personal Competencies/Attributes
•    Prioritises customer service 
•    Passionate about technology and IT engineering.
•    Self-motivated and self-managing.
•    Highly proactive – committed to putting all into the job every day and making things happen.
•    Excellent interpersonal skills – being able to relate to all levels within the organisation.
•    Sense of humour.
•    Innovative - able to think outside the box.
•    Results driven.
•    Excellent communication skills both verbal and written.
•    Diplomatic but professional disposition capable of getting buy-in from clients and 3rd party vendors.
•    Total and complete professionalism