Senior IT Support Engineer

Term: Permanent

Working hours: Full-time (Monday - Friday; 9.00am - 5.30pm)

Remote Working: 2-3 days a week

Reports to: Senior IT Support Engineer

About Capital Economics

Capital Economics is a world-leading provider of independent economic insight. We enable organisations to make better investment decisions that deliver sustainable value. Capital Economics was founded in 1999 based on the premise that in an increasingly connected and complex world, there was a compelling need for financial institutions to have access to independent, high-quality insight into the immediate to longer-term implications of macroeconomic events. Capital Economics' unrivalled independent and proprietary expertise is tailor-delivered and to ensure its clients and partners can make better investment, commercial and policy decisions. The core offering is macro-economic, financial markets and sectoral analysis, forecasts, and consultancy with 30 subscription streams.

The business serves over 1300 clients across 96 countries, mostly selling to individuals at financial institutions, principally in the key financial centres worldwide such as London, the east coast of the United States, Singapore, Hong Kong, and Australia. We have a talented team of 140 people across our office locations in London, Toronto, and Singapore.

For more information on Capital Economics, please visit our website at www.capitaleconomics.com

The Team

As a progressive IT team, technological changes and advancements are key to keeping our company at the forefront of innovation. Technology is key to our business, so proactive and forward-thinking IT staff are essential elements in our success.

Role requirement

We are seeking to hire a permanent Senior IT Support Engineer that will be responsible for leading numerous expansion and integration projects, while working closely with our internal staff and our various IT partners. The new employee will be based in London and will provide an IT Support function across our three sites in London, Toronto and Singapore. The new role will report to the Lead IT Support Engineer as part of the larger in-house Information Technology team.

The role of the Senior IT Support Engineer will be to plan, implement, customise, configure and maintain IT software systems across the company, while providing outstanding application and desktop environment support to our 140 colleagues. The individual is also responsible for integrating third party systems into existing commercial off-the-shelf software. Knowledge and a keen interest in Cyber Security practices will play a big part in this role.

Main duties and responsibilities

• Provide support to users, resolve incidents and queries, give advice and recommend solutions within defined SLA’s whilst adhering to company policies and procedures.
• Own requests through to resolution, ensuring the requester is kept informed of the progress throughout.
• Monitor key systems and platforms, undertake housekeeping, plan and execute upgrades, maintenance and administrative tasks as required.
• Support the asset management of all hardware and software across the business including procurement and licensing.
• Track and keep detailed documentation/notes during the incident-solving process to include all decisions, actions and communication relating to the incident/query.
• Assist the business by providing support for occasions such as office moves, events, media launches etc. as and when required.
• Promote and train staff members to use of appropriate techniques, methodologies and tools to ensure they are familiar with applications, systems and equipment.
• Identify and learn the hardware and software used by the business to provide effective support, including printers, mobile devices and meeting room AV equipment.
• Create PowerShell scripts for all repeatable tasks.
• Comply and contribute to company standards, processes, and procedures.
• Support the implementation of SSO and federated login across all software systems.
• Support and maintain the automation of the starters and leavers process.
• Devise and implement deployment strategies for applications and policies via Intune.
• SharePoint support and administration.
• Support the technical troubleshooting and analysis of all software and hardware problems.
• Drive innovation and continuous improvement within the team and business processes.
• Be involved in the selection, planning, analysis and implementation of new systems, liaise with stakeholders and potential suppliers. 
• Stay up to date with available software, technology and trends and make recommendations regarding upgrades or new systems which could benefit the business.
• Ensure that applications meet business needs and goals, fulfil end-user requirements, and identify and resolve systems issues.
• Provide a 1st, 2nd, 3rd line support function, assist the IT team with escalated support issues.
• Work with IT staff, external support personnel, any other staff and fully utilise documentation and online resources to resolve any problems.
• Documentation of systems and processes.
• Promote positive Cyber Security awareness and practices.
• Focus on ensuring data privacy and protection practices are adhered to.
• Ensure that best security practices are applied to all applications used by Capital Economics.

Please send a CV with a short covering letter explaining why you want to work for Capital Economics and why you are suited to the role.

At Capital Economics, we are striving to create a diverse workforce and inclusive environment, which we believe are critical to help us make better decisions for the company, our employees, and our clients. A diverse and inclusive workplace makes for more innovative, engaged, and empowered employees, from whom business strength can be derived. This is particularly important in macroeconomic research, which relies on a diversity of views and opinions to be relevant and insightful.

Capital Economics is committed to equality, inclusion and diversity. We encourage applications from all candidates regardless of ethnicity, religion or belief, gender, sexual orientation, age, disability or gender identity. If you need reasonable adjustments to be made to the application process to ensure you are not at a disadvantage to other candidates, please include this in your cover letter. This is applicable if you have a disability or if you are neurodiverse/hold neurodiverse traits.

Qualifications

Essential

• Degree in Information Technology, Computer Science or equivalent.
• ITIL foundation v3 / v4

Desirable

• Microsoft Azure / AWS certifications
• Other relevant Microsoft certifications
• Cyber Security certifications

Experience & Knowledge

Essential

• Three or more years of experience in a senior operations role.
• Microsoft Azure, Active Directory / Entra, Defender, Sentinel, Exchange, Intune.
• M365 Office Suite administration and support – Outlook, Word, Teams, Excel, OneDrive, SharePoint, PowerPoint, Power Automate, PowerBi, etc.
• Advanced Windows 11 and Windows Server administration and support.
• Service Management Software (eg. Atlassian - Jira & Confluence).
• Understanding of DNS.
• Deploying and managing Microsoft Intune at scale.
• Administration of Microsoft SharePoint at an advanced level.
• Working in a security compliant environment.
• Managing and resolving Security incidents and escalations.
• Implementing SSO and federated login.
• Understanding of ITIL concepts for service delivery.

Desirable

• Support and administration of Salesforce, Refinitiv Eikon & Datastream, Bloomberg Terminal, CEIC CDMnext, Wind, AWS, Tableau, Access, Avaya Cloud / Ring Central, DocuSign, Keeper, Mimecast, Sage, Linux.
• Microsoft PowerShell scripting. Knowledge of networking concepts such as: Routing, Subnets, VPNs, Sockets, the OSI model, TCP and UDP.
• DevOps knowledge and interest.

Skills / Personal qualities

• Advanced IT troubleshooting and diagnostic skills.
• Excellent rapport with end users. Able to build strong professional relationships.
• Ability to create clear and concise technical documentation.
• Ability to communicate with the business clearly and concisely at all levels, both written and oral.
• Ability to source new software solutions.
• Ability to manage project based and ad-hoc support driven work.
• Knowledge of applicable data privacy practices and laws.
• Able to work independently and as part of a team.
• Strong user focus, with attention to detail, in a fast-paced IT environment.
• Experience of working within an IT support function at all three levels of support (L1, L2, L3).
• In depth knowledge of operational and application security.
• Self-motivated, with the ability to work autonomously and on your own initiative.
• Proactive and prepared to use initiative.

• Eligible for discretionary performance-related bonus

• Good annual leave (25 days plus your birthday) & sick package (10 days)
• Salary sacrifice pension scheme
• Life assurance
• 24 hour online GP
• Health Assured (Employee Assistance Programme)
• Hybrid working
• Flexible working policy
• Training & development
• Good additional maternity and paternity policies
• Bike to work scheme
• Thriving social committee.