Marlborough Fund Managers Limited was formed in 1986. The wider Marlborough Group of Companies consists of a number of businesses which provide products and services in the Financial Services arena. The Marlborough Group continues to see strong positive organic growth and will look to continue to expand through further acquisitions where this is viable. The Marlborough Group has in excess of £11 Billion under management in a mixture of unit trusts, open ended investment companies (OEICs) and discretionary managed portfolios.

Team Aims

 

The IT vision is to provide an excellent IT infrastructure, which is effective, efficient, adaptable and will meet the needs of our staff. High quality, seamless service, delivered across multiple sites by a team of professionals.

 

Role Purpose

 

The post holder will be the second point of contact for the IT helpdesk service at the Marlborough Group (“MG”). This will involve supporting the IT Support Officer with issues that are escalated to the second level and further escalating any 3rd level support issues to the IT manager or a 3rd party support provider. The post holder will also assist the IT manager with the delivery of key IT projects to tight timescales.

 

The role will include the development of reports to the IT Manager on helpdesk management information, system status, performance and security status of systems. The post holder will also manage the preventative maintenance plan programme for Marlborough Group IT systems and support the IT Manager with the development of system documentation.

 

 

Responsibilities

 

• Act as the 2nd Line support for IT support queries and some 3rd Line where appropriate
• Maintain the Active Directory and Office 365 environments
• To provide day to day management of access to the IT systems and services
• Maintain the IT infrastructure network including firewalls and network switches
• Appropriately escalate complex problems to the IT Manager or third-party contractors and the IT Manager based on the MG escalation procedure
• To monitor and manage the IT helpdesk to ensure all 2nd line support issues are rectified quickly and efficiently
• Overseeing the IT Support Officer to ensure all 1st line support issues are completed within SLA’s. 
• To ensure there is a preventative maintenance plan to minimise disruption of IT systems and manage the delivery of the programme to agreed deadlines
• Assist in the delivery of the business continuity plan of the organisation
• Create new images of desktops and file servers
• Liaise with external technical support organisations where problems cannot be resolved in house
• Assist the IT Manager in the successful delivery of IT projects and take ownership of assigned projects and ensure the successful delivery of them within timescales and budget
• Assist the IT Manager in ensuring that agreed IT support targets are met and quality standards are achieved
• Contribute to the development of robust IT processes to ensure that a high-quality service is provided to both internal and external customers
• Support the IT Manager in the development of system documentations
• Develop reports for the IT Manager regarding system performance, security risk and helpdesk management information
• Any other duties as requested by the IT Manager, which are commensurate with the band of the job

Skills Required

 

Essential

 

• Excellent knowledge of supporting a MS Windows 2008/2012 File server environment
• Excellent knowledge of supporting a Windows 7 and 10 desktop operating system
• Experience of using an electronic helpdesk system
• Good level of networking and firewall configuration experience
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Ability to perform under pressure
• Excellent written and verbal communication skills
• Good working knowledge of supporting a VMware environment

 

Desirable

 

• MS SQL support experience
• Experience of supporting a Two Form Authentication environment
• Experience of working in an ITIL environment would be beneficial

 

 

Qualifications

 

Essential

 

• A degree in IT or a related subject, or equivalent IT related qualifications
• MCP Qualification

 

Desirable

 

• Microsoft technology qualifications such as MCSE
• Cisco networking
• VCP qualified
• ITIL Foundation Level qualification

Experience

 

Essential

 

• 5 years + 2nd Line Hardware and software IT Support experience
• Experience of planning, supporting antivirus / malware solutions
• Microsoft Active Directory, Windows 2008, 2012 server, Windows 10 desktop, GPO, DNS, DHCP hands on experience
• Office 365 administration
• VMware administration and configuration
• Window Server and desktop system build and deployment
• Windows 2008,2012 Server and Windows 7, 10 desktop systems, build and deployment
• Experience of supporting an MS Office 2013 environment
• Experience of purchasing and liaison with 3rd party IT support companies
• Ability to work on own initiative
• Firewall administration, VPN, network switch configuration and support
• Experience of developing process and system documentation
• Excellent knowledge of supporting a Windows 7 or 10 operating system
• Excellent trouble shooting skills

 

Desirable

 

• Experience of 3rd line support in a multi-site environment
• Sage accounts support experience would be an advantage
• Draytek, WatchGuard firewall configuration experience would be preferred
• Mobile device management and providing support
• CISCO VOIP telephony support experienced would be advantageous
• Experience of working with a Hyper Convergence infrastructure
• Previous experience of working in a financial sector

 

 

Personal Qualities

 

Essential

 

• Ability to plan and prioritise work load
• Able to work as part of a team
• Able to work on own initiative
• Able to work flexibly
• Able to travel to other sites

 

• Competitive salary with annual salary reviews
• 8% non-contributory pension
• Option to buy / sell up to 5 days annual leave
• Annual discretionary bonus scheme
• AXA Private Healthcare Scheme
• Death in Service at 5 x annual salary
• 35 hour working week
• Training for IOC and other relevant qualifications
• Exam completion bonus £500 (IOC)
• Study leave
• Childcare voucher scheme
• Cycle 2 work scheme
• Eye test reimbursement
• Additional 1.5 days discretionary Christmas leave
• Christmas party and paid for social events during the year
• 13 weeks fully paid maternity leave
• 2 weeks fully paid paternity leave
• Perkbox membership - access to more than a hundred rewards, ranging from free food in major UK restaurants, to movie tickets, to phone insurance and more.

 

We also offer the usual standard benefits such as discretionary sick pay, statutory maternity leave, bereavement leave and flexible working arrangements where practical.