IT Administrator

What’s the role?

Under the direction of the IT Helpdesk Manager, to provide first and second line support to all Gen II Directors and employees to ensure that IT systems are always operational. The role forms a key part of a small but dedicated team committed to providing high levels of customer service to all of Gen II’s global offices across a diverse range of applications and technologies. Opportunities for personal development are offered and encouraged.

What you’ll be doing

Service Delivery

Defines client needs by listening actively to their requirements and providing basic solutions or escalating clear requirements as appropriate
Provides first line IT infrastructure support to all Directors and employees of Gen II and, where applicable, to clients, ensuring that all requests for support are logged and dealt with according to set standards and procedures
Ensures that support issues are escalated to senior IT personnel as and when necessary
Takes responsibility for the preparation and upkeep of all helpdesk-related documentation through the creation of Knowledge Base Articles.
When required setup\remove equipment from desks, depending on the team needs.

Infrastructure

As delegated, provide hardware support and maintenance for all office and desktop hardware
Maintains basic helpdesk software as instructed and as relevant
Supports the delivery of all telephony.
As delegated, set up new user accounts and manages user administration for systems
Building and configuring laptops.

People Management

Works closely with all members of the IT team to maintain a strong and cohesive team
To build the confidence of the business users when dealing with their support requirements
Deals with suppliers and contractors as and when delegated
Takes responsibility for own personal development in line with agreed performance objectives

Business Management

Takes responsibility for monitoring support calls and identifying ‘hot spots’ in relation to IT systems and infrastructure, reporting these to the IT Helpdesk Manager, when relevant
Generally, supports the IT team in all tasks and responsibilities where possible
Takes responsibility for own development and identifies training needs if necessary

IT Training

To support the Gen II EU induction programme

The ideal background for this role:

Qualifications & Experience

Sound academic background
Entry level IT Qualification or willingness to study towards
Previous office experience
Previous helpdesk experience

Knowledge & Skills

Good understanding of Microsoft Windows and Microsoft Office
Knowledge of Microsoft Azure preferable but not essential.
A basic understanding of the local finance industry and regulatory requirement in which we operate
Excellent written and verbal English
A high level of accuracy with good attention to detail
Organisational skills and the ability to manage conflicting and demanding deadlines
Appropriate office conduct and attitude to work
Strong commitment to client service excellence
Results driven and demonstrates drive
Competence in carrying out their role and the tasks and duties associated with their role
Excellent presentation and communication skills, both written and verbal; comfortable communicating at all levels in the organisation.
Strong leadership, motivation and delegation skills, able to create and build a sense of team spirit.
Strategic approach, able to balance commercial needs with accounting requirements.
Curiosity and learning agility in AI including; using available tools for optimization opportunities, embracing AI driven change and being a culture carrier for others

Role Location/Hybrid Schedule

This role is based in our Jersey office. Although the nature of most of the roles within Gen II cannot be classed as totally flexible, there is scope in some cases for a form of Agile Working. The different ways in which Agile Working can be undertaken is dependent on the demands and needs of the business, the office space available and the individual’s preferences and circumstances.