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Senior Analyst/analyst - Techhub

Fidelity International - Sydney, NSW

Source: uWorkin


Department Description

The Technology function provides IT collaboration services to the Fidelity International and Pembroke business, globally. These include the development and support of business applications that underpin our revenue, Global Business Operations, Compliance, Finance, Legal, Marketing and Customer Services functions. In addition, we have our core investment teams, Investment Management and Trading which consists of investment professionals such as the Portfolio Managers, Research Analysts, Treasury and teams within those departments across Asia Pacific. 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, cloud solutions, security, voice, incident management and remediation.

The TechHub is an internal client facing global team, the primary goal is to deliver a high level of service aligned to business requirements and achieve a high level of client satisfaction. Knowing the internal client is the most important attribute within the group.

The candidate provides an important interface into the user base and other Technology teams, providing services around the following collaboration technologies - physical and virtual computers, fixed and mobile telephony, basic network, video conferencing, multi-function printing facilities, production support and collaboration tools. The candidate responds to faults (from minor individual issues to high severity incidents) raised by customers, undertake all new installations and moves of IT equipment and facilitate a wide range of tasks as part of infrastructure projects. In addition, teams act as Technology advocates promoting internal capabilities to the wider business.

Purpose of the Role

You will be a member of the Technology team based in our Fidelity Sydney office, providing front-line hands-on software, hardware and communications support for our local users in Australia. You will also be involved in cross-Asia projects and initiatives. The successful candidate will need to have exceptional client facing skills as well as an innate enthusiasm to develop and learn on the job. This is a hands-on role where technical skill and experience must be matched by an outstanding customer service ethic. The team is completely customer facing.

  • Provide technical support on all Workstations (Operating System, Applications and Hardware)

  • Provide workplace technology support for network and voice

  • Disaster Recovery process

  • Take ownership of all IT related issues on behalf of customers

  • Help strengthen relationship between Technology and the business

  • Escalate localised issues as appropriate to technical teams.

  • Monitor work queues and prioritise as required

  • Manage own workload on daily basis

Key Responsibilities

  • A good team player who can also work independently.

  • Take ownership of all IT related issues on behalf of customers - an effective problem manager who helps strengthen relationship between Technology and the Business.

  • Management of the local Windows server environment and associated upgrade paths. Must also be able to impart knowledge and train colleagues in Windows server and associated technologies.

  • 1st and 2nd level support, prioritisation and resolution, working with our local and regional Technology teams

  • Ensure that technical support requests are recorded and tracked giving a clear view of progress to delivery.

  • Conduct post issue reviews to ensure that goals have been achieved, recording lessons learnt for future activities.

  • Setup, configuration, patching and maintenance of end user devices and applications.

  • Administration of accounts and resources through Active Directory.

  • Assistance in computer room facilities administration, vendor co-ordination, maintenance and escalation support.

  • Routine work for systems administration, procurement, operational jobs, backups and health checks.

  • Provide application support (including MS Office365) for PCs and laptops used both in the office and remotely.

  • Support of project management and system implementations.Incident support / escalation and change management process management.

  • Provide technical support/training for all technology equipment (PC's, Mac's, Print, Video Conference).

  • Home support / BYOD devices (Laptops, Smart Phone, Tablet)

  • Escalate issues as appropriate following internal service management processes.

  • Look to continuously improve the service that can be offered to the customer and promote a culture of excellence and best practice

  • Direct liaison with vendors and management of the purchasing and supply life cycle.

  • Act as an ambassador for the Technology department, developing effective relationships with all colleagues.

  • Perform physical cable patching and inventory management

Experience and Qualifications Required

  • University Degree in Information Technology or an equivalent qualification, MCP and MCSE highly regarded. ITIL foundation is preferred.

  • 2-4 years working experience, ideally in a Financial Services organisation.

  • Able to work independently or in a team environment and take responsibility for completion of duties.

  • Excellent English communication skills (both written and spoken) are important, as is the ability to communicate effectively at all levels and maintain strong relationships across the organisation.

  • Ability to work under pressure, often co-ordinating multiple urgent tasks at once, whilst being able to update users as to the status of their requests.

  • Adaptable and able to re-prioritise and organise effectively.

  • Flexible and positive attitude towards working hours and role responsibilities.

  • Experience in admin and maintenance of resources in Active Directory.

  • Exposure to Azure, configuration and support.

  • Experience managing file server, print server, DB server in Active Directory environment.

  • Good knowledge of the following: Zoom conferencing; Microsoft Office 365 products and operating systems; Apple Mac OS/iOS.

  • Competent in providing network / virtual desktop / desktop / notebook and PC build support.

  • You must have the right to stay and work in Australia without restrictions.