Marlborough is a rapidly growing investment group that manages more than £11 billion for over 200,000 clients and employs some of the UK’s most respected fund managers.  The group has its headquarters in Bolton and offices in London, Staffordshire, Guernsey and Dublin.

The companies in the group – Marlborough Fund Managers, Marlborough Investment Management, Marlborough International, Investment Fund Services Limited (IFSL) and IFSL International – employ more than 170 people.  Marlborough’s success has been built on leading the way in knowledge of the investment industry, service quality, product understanding and added value for our investors.

As we continue with our ambitious growth plans, we are looking for talented people who share our values and can help us ensure they remain at the heart of the business. That means putting our investors at the forefront of everything we do and constantly striving for excellence in the service we deliver.

In addition to receiving a comprehensive benefits package, successful candidates will join a team who are committed to collaborative working in an environment where personal and professional development are genuinely valued

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. To become paperless in the future requires the development of a cutting-edge digital working environment providing high quality seamless services and delivered by a team of professional

Role Purpose

The post holder will be the second point of contact for IT support requests that are escalated from first line support and will be responsible for improving the customer service experience of Marlborough Fund Managers (MFM). The post holder will work closely with the IT Support Assistant to maintain the IT helpdesk to ensure that day to day queries are dealt with quickly and effectively by providing second line support, escalating issues that cannot be resolved to 3rd line and in some cases to third party IT vendors and/or the IT Manager according to MFM protocols. The post holder will undertake call logging and administration of IT support in line with the ITIIL framework processes are adhered to. The post holder will also contribute and participate in the preventative maintenance plan programme for MFM IT systems.

Responsibilities

• Act as the 2nd Line support for IT support queries
• Maintain the Active Directory and Office 365 environments
• To provide administrative support to the delivery of IT systems and services
• Appropriately escalate problems via the MFM escalation procedure
• To monitor the IT helpdesk to ensure all 2nd line support issues are rectified quickly and efficiently
• To support the delivery of the 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
• Provide input to improve the desktops imaging service
• Liaise with external technical support organisations where problems cannot be resolved in house
• Assist 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 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
• Produce self-help documentation/guides for end users
• Any other duties as requested by the IT Manager, which are commensurate with the band of the job

Essential skills

• Excellent knowledge of supporting a MS Windows 2012/2016 File server environment including Active Directory       
• Excellent knowledge of supporting a Windows 10 desktop operating system
• 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

Beneficial Skills:

• Experience of using an electronic helpdesk system
• MS SQL support experience
• Experience of working in an ITIL environment would be beneficial
• Knowledge of supporting a VMware environment

Essential Qualifications:

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

Beneficial Qualifcations:

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

Essential Experience:

• 5 years + 2nd Line IT Support experience
• Microsoft Active Directory, Windows 2012 /2016 server, Windows 10 desktop
• Office 365 administration
• Desktop system build and deployment
• Windows 10 desktop systems, build and deployment
• Experience of supporting MS Office
• Experience of purchasing and liaison with 3rd party IT support companies
• Ability to work on own initiative
• Experience of producing  system and self help documentation
• Excellent knowledge of supporting a Windows 10 operating system

Personal Qualities

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

Company Benefits:

• Competitive salary with annual salary reviews
• 25 days annual leave plus statutory bank holidays
• Private healthcare, dental and optical care scheme
• 9% non-contributory pension
• Annual discretionary bonus 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
• 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.