Operations Support Engineer - Wintel

Job Description

Who were looking for An experienced IT professional who understands and thrives on delivering first class customer service. You will enjoy working as part of a team but also happy to work alone when required whilst being able to deal with the unexpectedchallenges that are often faced by an Operations Engineer. In addition to your ability to provide our usual high level of support you will also be able to help with the ongoing improvement and innovation of the service that we deliver. Although processes andprocedures will be in place from the start, you will still have the opportunity to provide input to improve and refine the service that we offer moving forwards. About Schroders Were a global investment manager. We help institutions, intermediaries and individualsaround the world invest money to meet their goals, fulfil their ambitions, and prepare for the future. We have around 5,000 people on six continents. And weve been around for over 200 years, but keep adapting as society and technology changes. What doesntchange is our commitment to helping our clients, and society, prosper. The base Youll be based at our Broadlands Business Campus near Horsham in West Sussex. Its home to our EMEA Operations and Technology Operations hub. It has the same high standards andinternational reputation as our HQ in the City of London, without being in the city: a big, countryside campus (and no commute on the Tube) means life will feel a little different. The team As a member of the Global Hosting team working within the TechnologyOperations Centre you will be part of the wider Technology family, working alongside (sometimes physically, sometimes virtually) colleagues in all servicelines around the world. Global Hosting are responsible for the Wintel, Unix / Solaris, Storage, Database,Backups, Cloud and Automation servicelines, from an operational perspective through to design and delivery. As such, you and other team members at all levels will have a huge amount of experience between you to help each other where needed. What youll do Work as part of a Global multi-locational cross-matrix team in a dynamic and high pressured environmentEscalating to and working with vendors where necessaryAdhere to the Servicelines Global Policies and StandardsAttend training courses relatedto the Serviceline as well as taking ownership of your own career progression through continual learningHighlight any cost saving, shift left or automation opportunities to Serviceline ManagerForm a professional working relationship with all Global Servicelinepersonnel to ensure cohesive incident ownership and resolutionForm a professional working relationship with all levels of the Global Serviceline, including Service Desk, Operations and Engineering teams to share, assist and learnResponsible for adheringto the Change, Incident and Problem Management processes in relation to the scope of the ServicelineProactively own incidents, problems or issues within the scope of the Global Serviceline whilst adhering to SLAs and OLAs where relevantEnsure thatincidents, problems or issues are effectively handed over to the next shift if requiredProvide an excellent level of ticket management throughout the incident, change, problem or issueEscalate any incidents, problems or issues within agreed guidelinesand timelinesAct as a technical resource for Change Requests within the scope of the Global ServicelineAct as a technical resource for maintenance, firmware upgrades, and recurring patch cyclesUtilise documented Standard Operating Procedures and otherdocumentation providedHighlight gaps or possible improvements in the Standard Operating Procedure library, other support documentation and general processes within the Serviceline as part of the Continual Service Improvement processAdhere to SchrodersInformation Security policies and standards within the Global ServicelineAdhere to Schroders Compliance policies and standards within the Global ServicelineProvide the highest level of internal customer service during direct or indirect customer interaction Awareness of the technology roadmap for existing technologiesShift work, weekend work and being on-call will be required The knowledge, experience and qualifications you needA love for technology, a desire to learn and an eagerness to progressExperienceof working as part of a global teamExperience of managing a ticket based workloadExperience providing support using documented operating procedures and processesAbility to effectively and efficiently prioritise and execute tasks within a high pressuredenvironment Knowledge of the following Wintel TechnologiesMicrosoft Windows Operating SystemsIISFile SystemsDNS / DHCP / DFSIdentity & SecurityAnti-virusDomain Controllers, Active DirectorySingle Sign-On / ADFS / MFA Security tools Segregated environments (eg DMZ)Patch ManagementCertificate Management Virtualisation & AutomationCitrixVirtualisation / VMWare / VDIAutomation toolsHyper converged technologiesPowerShell scripting skills The knowledge, experience andqualifications that will helpExperience of working in the financial sectorExperience, knowledge or a qualification in the ITIL FrameworkExperience of ServiceNow and SplunkExperience of UCS B class and C class serversKnowledge of storage andbackup solutionsKnowledge of Cloud computingWorking in an Agile environmentA degree-level qualification in a computing or technical discipline Were looking for the best, whoever they are Schroders is an equal opportunities employer. Youre welcomehere whatever your socio-economic background, race, sex, gender identity, sexual orientation, religious belief, age or disability.