System Administrator / 2nd Line Support (3854)

The role fits in the IT Support & Operations team within Group IT, working to ensure that GBG deliver a world-class experience for our team members globally. IT Support & Operations team look after all aspects of Group IT including support of our team members on the tools that they need daily to successfully carry out their roles. We ensure that services are available for team members to utilise and that such services are the best option available to GBG in terms of quality, performance, and cost. We strive for a timely response whilst providing the best customer experience we can., We are seeking a highly skilled and organised Systems Administrator this role will ensure that services are available for team members to utilise and that such services are the best option available to GBG in terms of quality, performance, and cost, all whilst delivering a positive and consistent experience. The Systems Administratoris to provide technical expertise, process management and decision making to ensure proactive operational and support of end users products and services, to deliver a frontline customer facing functions to GBG team members. To be responsible for Communication and escalation, Improving team and personal knowledge to effectively support, Continual Service Improvement (CSIP), Maintenance of communication equipment across offices, Upholding processes & procedures for support calls via JIRA Service Desk To contribute towards Implementation of process and performance metrics, Service acceptance of new software & hardware What you will do

• Provide a best in class customer service to GBG team members.
• Provide a best in class 2nd line technical support and operations service to GBG Team Members.
• Continually develop and maintain knowledge base to increase the rate of fix for GBG team members.
• Consistently apply best practice process for Incident, Problem, Requests, and operational tasks.
• Continually review and improve delivery of IT services.
• Apply best practice process for ensuring SLA's and OLA's are achieved.
• Continually communicate with the ITSM team to alert them of potential problems
  
  With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live., Experience in developing process and policy to meet business needs
• Experience in maintaining Intune & Jamf deployment tools
• Report writing
• Understanding of license and compliance.
• Excellent troubleshooting skills with a deep understanding of the technologies being supported
• Experience in providing a best-in-class customer service to end users, including regular meaningful communication
• Excellent application of technical procedures and maintaining technical knowledge base to rapidly resolve issues
• Performance driven to ensure business and technology can be evidenced against agreed SLAs and KPIs
• Proactive / self-starter approach to addressing issues and resolving tickets
• Ability to work autonomously as well as part of the wider team
• Good written and oral communication
• Experience of ITIL operational support working practices
• Experience of introducing new technologies into service and support
• Good organisational skills
Technical Skills:
• Active Directory
• Exchange / O365 Administration
• Desktop support (i.e. general PC issues)
• M365 Application
• Copilot for M365
• Windows 10/11
• Powershell Scripting
• Hardware support
• File/Print
• Teams Broadcast
• Problem solving
• Mimecast
• Group Policy configuration
• DHCP
• DNS
• Azure
• InTune/Jamf
• ITIL V3 and above
Soft Skills:
• Excellent problem-solving and analytical abilities.
• Strong organisational and time-management skills.
• Effective communication and interpersonal skills.
• Ability to work collaboratively in a team environment.