Central IT - Senior IT Support Technician

Role Details:

Job Title:

IT Support Technician – 2nd Line

Location:

Mumbai

Reports to:

IT Support Manager

Direct Reports:

N/A

Primary Purpose

The Apprentice System Administrator will support the Operational, DevOps and Technology team. They will provide technical support across the organisation and will help to monitor and maintain ISO 27001 policies and process.

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.

Education / Qualifications

• Professional IT certifications desirable

• Information Technology Infrastructure Library (ITIL) framework certification desirable

Professional skills/ experience:

• At least 1-2 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.

Personal Qualities

• Problem solver.

• Great with people, can build trust and rapport across the entire organisation.

• Good communicator with clients and internally.

• Team Player commitment and flexible.

• Ability to prioritize and quickly resolve issues.

• Attention to detail.