ICT-Commerce/.Com : Business Resource for Europe : Index

JOB VACANCY

Systems Support Technician - Banking

PURPOSE To provide all business units with a premier quality service, where possible using organisation wide standard applications and infrastructure, which will ultimately reflect it's quality through to the business, our clients, by delivering a service better that that expected where ever possible. To investigate and fix all infrastructure related support calls that are escalated to 2nd Level by the Help Desk in line with agreed fix / escalation times.

KEY RESULT AREAS: � Provision of day to day support to ensure a sustained level of efficient on-going Systems operational delivery services to the business community by effectively: - � Maintaining system availability in accordance with Service Level Agreements. � Ensuring all work is undertaken to the Banks Operational and Systems Security standards. � Support other areas of Private Banking (e.g. Help Desk / Tech Projects) in supporting the business community. � Monitoring and collating systems performance and capacity information. � Establishing and maintaining a rapport with a network of user contacts, ensuring that the users needs are satisfied in accordance with agreed service levels. � Ensuring problem resolution work is undertaken in tandem with the Help Desk to resolve user queries within defined limits and co-ordinate resolution and escalate as necessary. � Where through floor walking within a business unit, and a problem is raised, ensure that it is logged, prioritised, monitored and resolved in the same manner as all other calls. � Retain ownership of incidents and monitor progress within agreed fix times on all incidents and escalate in line with procedures where appropriate � Timely problem resolution on a 24-hour basis, seven days per week as required. � Undertake Documentation of all components of the Production environment, ensuring that all relevant changes are updated.

POSITION SPECIFICATION - SKILLS / KNOWLEDGE REQUIRED Personal Standards � Communication - Expresses ideas clearly and effectively in written and verbal form. � Customer Service Orientation - Proactively develops relationships (internal as well as business) by making efforts to listen and understand anticipating and providing solutions to business needs. � Energy - Consistently maintains a high activity or productivity level. � Planning and Organisation / Work Management - Establishes a course of action to accomplish a specific goal, plans assignments and establishes procedures to monitor the results. � Quality Orientation / Attention to detail - Accomplishes tasks through concern for all areas involved, no matter how small, showing concern for all aspects of the job, accurately checking processes and tasks, maintaining watchfulness over a period of time. � Team Work / Collaboration - Works effectively with others to accomplish organisational goals taking actions that respect the needs and contributions of others, subordinating own objectives to the objectives of the team / organisation.

� Technical and Professional Knowledge - Well informed and respected professional.
Requisite e Skills / Experience
� The post holder is expected to have the following: - � A minimum of two years experience in a general Computer Operations environments or six months to one year's experience if specific to the Financial Services industry. � Installation, upgrade, and configuration of components and peripherals. � Troubleshooting techniques on hardware and software. � Installation and support of various operating systems, both desktop and server based. � Systems Security Administration using Windows NT security, and other utilities. � Knowledge of Microsoft Office products. � Knowledge of Microsoft Exchange 5.5 Server, and Outlook client software. � Backup and Recovery skills, based around Arcserve, and Tivoli Storage Manager. � Ability to install, configure, and support a switched / routed Network environment to 1st level standard. � MCP Certified with 3 years practical experience, or � CNA Certified with 3 years practical experience, or � MCSE Certified with 18 months practical experience, or � CNE Certified with 18 months practical experience.

Please call Diana in the utmost confidence on 077977 54 911 to discuss this and many other interesting career moves or e-mail: Diana2 HR@ict-commerce.com.