IT Support Engineer

📋 Description

• • Allica Bank is on a mission to support established Small and Medium-sized Enterprises (SMEs), a segment of the economy that has been historically underserved by both traditional banking institutions and modern fintech solutions. As the UK's fastest-growing company and the fastest-growing fintech firm ever, Allica Bank is revolutionizing how SMEs access financial services. We are seeking a dedicated and skilled IT Support Engineer to join our Technology Service Desk and play a crucial role in ensuring the seamless operation of our IT infrastructure and end-user services.
• • In this dynamic role, you will be the frontline of IT support, providing high-quality, day-to-day assistance to all colleagues across the bank. Your primary responsibility will be to ensure the effective functioning of end-user services, hardware, and collaboration platforms, contributing directly to the productivity and efficiency of our rapidly growing organization. You will operate as a professional individual contributor, embodying Allica's commitment to service excellence and innovation.
• • Key to your success will be your ability to provide comprehensive IT support through multiple channels, including deskside assistance, telephone support, and remote technologies. You will actively manage and prioritize the IT support queue, ensuring that all issues are addressed promptly and in line with agreed Service Level Agreements (SLAs). This proactive approach is vital in maintaining operational continuity and user satisfaction.
• • A significant aspect of the role involves managing the Joiner–Mover–Leaver (JML) processes. This includes meticulously handling the IT aspects of onboarding new employees, facilitating smooth transitions for internal moves, and ensuring secure and efficient offboarding procedures. Your diligence in these processes will contribute to a secure and well-managed IT environment.
• • You will be instrumental in administering and supporting a suite of Microsoft 365 technologies. This encompasses deep involvement with Entra ID (formerly Azure AD), Exchange Admin, SharePoint Admin, Teams Admin, Intune for device management, licensing administration, Autopilot for device deployment, and Privileged Identity Management (PIM) to ensure secure access controls. Your expertise in these areas will be critical for maintaining our cloud-based infrastructure.
• • The role also requires hands-on support for a variety of hardware, including Windows laptops, Macs, mobile devices, and essential meeting room equipment. Ensuring that all hardware is functional, up-to-date, and secure is paramount to enabling our employees to perform their roles effectively.
• • Maintaining accurate IT asset records and managing the IT asset lifecycle are core responsibilities. This involves tracking assets from procurement through to disposal, ensuring compliance and optimizing resource utilization. You will leverage ITSM (IT Service Management) tools to meticulously manage incidents, service requests, and the creation and maintenance of knowledge articles. Accurate categorization, detailed documentation, and timely closure of tickets are essential for efficient service delivery and continuous improvement.
• • We encourage a proactive and innovative mindset. You will be tasked with identifying opportunities to enhance our IT services. This could involve exploring automation possibilities, adopting AI-enabled support solutions, developing training materials, and strengthening our knowledge management practices to empower users and reduce recurring issues.
• • Working at pace within a fast-moving organization like Allica Bank requires adaptability and resilience. You will need to maintain exceptional service standards, communicate clearly and effectively, and consistently demonstrate a strong customer-focused approach in all your interactions. Building and maintaining positive relationships with both technical and non-technical colleagues is key to becoming a trusted IT partner.
• • Adherence to and promotion of security, risk, and compliance controls are non-negotiable. You will be expected to champion best practices in all support activities, including access management, device security, and data handling, ensuring Allica Bank operates within regulatory frameworks and maintains the highest security standards.