Grow with UTB

Whilst this role is primarily office-based there will be opportunities for remote/flexible working, subject to line manager approval and where such working has no negative impact on the business and where a suitable home working environment is available.

Role Purpose: 

To provide 2^nd line support to staff within the organization’s technology platform. This includes the support of all Hardware and related equipment, operating system and application software, telephony/mobile support etc. The role troubleshoots problem areas (in person, by ticket, by phone, or via e-mail) in a timely and accurate fashion providing end-user assistance as required.

Responsibilities:

• Receive, log and respond to incoming Service Desk calls, and/or e-mails regarding technology problems and provide timely resolution or escalation
• Provide advanced technical support for incidents and service requests escalated from the 1st line
• Manage and prioritize workload to ensure timely resolution of incidents within agreed service level agreements (SLAs)
• Collaborate with other IT teams (Infrastructure, App Support Cyber, etc.) to resolve complex issues and improve service delivery
• To assist with the setting up, deployment, maintenance and repair of, laptops, desktops, mobiles and other IT equipment. Assess the need for and implement performance upgrades to hardware, including the installation hard disks, RAM, etc.
• Active Directory administration, user administration etc.
• Responsible for the weekly delivery of joiners, movers and leavers
• Where required, administer and resolve issues with associated end-user workstation applications
• Provide support on the Microsoft Office family of products along with the company’s bespoke application suite
• Support of mobile devices via MDM (iPhones, iPad’s,)
• Support of the company’s IP/Cloud Hosted phone system (s)
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistical monitoring within the technology environment
• Implement and maintain detailed asset tracking for IT equipment
• Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
• Provide technical resource/support to IT projects
• Develop and deliver training sessions for end-users to maximise their use of IT systems
• Document incident resolutions and knowledge articles in the support knowledge base to support 1^st line engineers with future fixes
• Conduct regular audits of hardware and software to ensure compliance with company standards and licensing agreements
• Perform in-depth troubleshooting for reoccurring technical issues and provide root cause analysis to prevent future incidents

Skills and Experience sought: 

• Proven experience gained in an IT support environment, ideally from a blue chip background
• Experience in a similar more technically competent service role
• Degree (or equivalent) qualifications – ideally IT/Microsoft related

Technical Skills sought: 

• Windows 10/11; deployments (ideally autopilot), support and upgrades
• Active Directory, Exchange, and Office 365 administration.
• MS Intune administration
• Technical proficiency in troubleshooting systems, and software applications
• Proven support of remote/flexible workers and associated remote desktop/services
• Microsoft Windows Server 2016 – 2022 experience
• Networking protocols/technologies; TCP/IP, switches and firewalls, DNS, DHCP etc
• Experience with virtual environments
• Familiarity with ITSM Platforms – e.g. Freshservice or Service Now
• Experience with Remote Support tools – e.g. Beyond Trust
• On premise and hosted telephone systems/SIP protocols, recording etc
• Exposure to, and knowledge of, hosted/cloud based solutions – e.g. Azure, GCP.
• Knowledge of, and exposure to, Teams Rooms and Audio-Visual conference services
• Able to understand and create technical manuals, procedural documentation, and OEM guides
• ITIL service background would be beneficial

UTB is a dynamic and expanding specialist bank that provides solutions to our customers and brokers, which help them achieve their ambitions. Recognised as being one of the most dependable and well-respected Specialist Banks in the UK, we were delighted to see our balance sheet exceed the £2bn mark in 2022.

Exceptional customer service and the ability to provide rewarding deposits accounts and flexible lending solutions have helped us to develop productive and enduring relationships with our customers. We understand that their success is our success and that the quality of our people and teams, is key to delivering special outcomes for them.

We also understand that the performance of our people is directly linked to the culture in which they work. There is a strong sense of community at UTB and as well as promoting a clear set of internal values, and providing a wealth of facilities for training, personal development, and team building, we run a busy and varied calendar of engagement and social activity. Typical recent examples include: Pizza Lunch Days and Coffee Catch-ups; London Marathon and Sahara Challenge Sponsorships; Success Sharing and Value Awards; and Awesome Autumn social events ranging from Theatre Trips, Cocktail Mixology, and Cookery Classes, to Go-karting, Mini Golf and Clay pigeon shooting.

• competitive salary and discretionary bonus scheme
• matched pension contributions up to 7%
• 26 days annual leave plus two wellbeing days and opportunity to purchase additional holiday
• flexible and hybrid working
• private medical insurance via Vitality
• life, income protection and critical illness insurance
• enhanced family leave pay
• extensive learning and personal development opportunities
• electric car scheme and cycle to work scheme
• season ticket loan
• wellbeing support – discounted gym membership, employee assistance programme, 24/7 private GP access for staff and their immediate family (online), 1:1 key life stage coaching

Thank you for your interest in our current vacancy. Please click the link below to complete your online application.

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