Senior Technical Analyst

Job Description

About the opportunityAbout TechnologyThe Technology function provides IT services to the Fidelity International business globally. These include the development and support of business applications that underpin our revenue, operational, compliance, finance and customer service functions. The broader organisation incorporates Infrastructure services that the firm relies on to operate on a day to day basis including data centre, networks, proximity services, security, voice, incident management and remediation.Purpose of your roleReporting to the Team Lead, the incumbent will be a member of the larger Techhub Services group with a primary focus to support and enhancing end user services.You will be responsible for identifying areas needed for improvement and implement improvement plans for end user technology experience. You will also work closely with key Tech teams with TIS (Service Desk, Local support, Network Team, AD team, Application teams) to improve the end user services.Key Responsibilities
• To be able to close Service Requests and incidents within agreed SLAs. Provide resolution to hardware and application software related issues and escalations.
• Business aware and Client focused. Take ownership of complex issues, collaborate with Infrastructure team and provide solution for end users.
• To be able to analyse issues being reported and work toward enhancing end user experience.
• Flexibility in managing global processes and being available on-call for emergency situations always
• Added advantage is to have knowledge on MAC operating systems and windows expert.
• Demonstrates a high level of commitment to client service support to the customers.
• Communicator excellent written and verbal skills, good attention to detail.
• Need for flexibility towards working hours during busy periods.
• Able to re-prioritise and organise effectively.
• Previous experience in a similar role.
Experience & Qualifications
• Graduated with a bachelors degree in Engineering, Science or Technology, should have at least 7-9 years of experience in IT with majority of it in SOE build - functional and operations, Deployment strategy building.
• Sound knowledge on MacOS and Windows OS troubleshooting.
• Hands on experience in understanding and resolving thick and thin client application issues.
• Analytical and problem-solving skills.
• Knowledge of Avaya IP Telephony, Polycom Video conferencing devices and Zoom administration.
• A strong understanding of networking concepts and technologies such as TCP/IP, HTTP and other web protocols, proxies and load balancers
• ITL certified (Desirable) with a knowledge of structured change management.
• Understanding of technologies like SCCM, Citrix Xen-desktop, Xen -App and Office 365 and hands on exposure to provide end users support.
• Has excellent communication (written & verbal) and vendor management skills to interact with business across the globe.
• Graduate Calibre Industry Recognised Qualifications MCP, MCSE, and CCNA would be an advantage
About you About Fidelity InternationalWe ve been helping our clients plan and save for the futures they want for over 50 years. From more than 25 locations around the world, we provide investment services and retirement expertise to 2.5 million clients everyone from central banks and financial institutions to wealth managers and private individuals. We think generationally and look to the long term. And today, building on the security of private ownership and our strong sense of purpose, we re growing our business like never before.What it s like to work here.In our welcoming, caring culture, you ll feel valued, trusted and free to express yourself. We recognise the value of inclusion and diversity in culture, in thought and in experience. With this in mind, please let us know if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.As well as a clear commitment to inclusion, we offer real flexibility about where, when and how you work. It s an approach we call dynamic working , and you ll find it brings the very best out in you.Getting startedFor more about who we are, how we work and the part you could play in both our progress and our future, visit careers.fidelityinternational.com .Or, if you re feeling inspired, start your journey with us right now.APPLYApplying to this Job Role: Please note you are only required to upload your CV/Resume to the application screen.,

Keyskills :
javasqlenvironmentbankinglinuxcustomer servicevendor managementoperating systemsmanagement skillsvideo conferencing