Senior Digital Workplace and Infrastructure Engineer

As a Senior Digital Workplace Engineer you will be a key part of the Service Delivery function and is the face of IT for the bank. You will provide a key role in the department's purpose of “Providing value enhancement through creating a seamless user experience by protecting, maintaining, and improving the stability of Chetwood services.” It is responsible for all incident and problem management within the bank and therefore has sole responsibility for the resolution of service, service monitoring, request fulfilment, and event management. Together with conducting releases and IT application support activities.

Responsibilities

• Manage IT incidents end-to-end, ensuring issues are logged, prioritised, escalated and resolved within agreed SLAs, including priority and major incidents.
• Lead incident recovery and problem management, coordinating internal teams, suppliers and stakeholders, identifying root causes and implementing preventative actions.
• Proactively monitor systems, logs and dashboards to identify and resolve service-impacting events before they escalate.
• Support change, release and continuous service improvement, including reviewing changes, carrying out releases and contributing to post-incident reviews.
• Provide day-to-day IT support, including user account management and the setup, configuration and maintenance of laptops, printers, network devices and remote access.
• Maintain accurate IT records and reporting, including tickets, asset/configuration databases, incident timelines, KPIs and MI.
• Work in line with Chetwood's IT policies and processes and participate in the out-of-hours support rota when required.

Skills

• Experience working in a 1st Line, Service Desk or Systems Administration environment.
• Strong IT troubleshooting skills across software, hardware, networks, applications and servers.
• Good knowledge of Microsoft 365 administration, including email, domains, security and troubleshooting.
• Experience with endpoint protection, server configuration and core technologies such as VPN, VoIP, cloud or telephony.
• Experience using IT Service Management and asset management tools, such as Jira, with a good understanding of incident and problem management.
• ITIL certification or experience working within an ITIL-aligned environment, alongside excellent communication and customer service skills.

Benefits

• Competitive salary
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with
• Axa
• Hybrid working
• Free breakfast available