FIXED TERM CONTRACT - IT Support Engineer

EAB is looking to recruit an IT support engineer for an initial 6-12 month contract role, to support our busy IT service desk.

Job Summary:

Be at the fore front of 1St & 2nd Line IT Support in the Bank at the high-end Park Lane, joining our Support Team. Covering a range of various duties from; Desktop and Mobile support, to supporting our 200 + User base across London, Paris and Jordan (Amman). 5-days a week onsite support with very limited to zero working from home, AV Support and other IT projects support. You will need to be eager to learn, listen, adapt and provide a positive can-do attitude.

Your role will also allow you to work and learn from our Infrastructure, Communications, iSeries and Development Teams - semi-involved with various exciting streams of IT projects for 2025/26 year (examples - Office 2024 roll out / Improvements on ITSM, Windows 11 roll out to all User hardware and much more).

Principal Accountabilities and Duties:

• Required to cover onsite IT Support - Monday to Friday between our business hours of 08:00am -> 17:30pm (UK). As we work closely with our parent company Arab Bank (Jordan) and our European Branches, we require supporting ad-hoc out of hours support on Bank Holidays/Weekends which is rota-based between the engineers in the team.

• Be an integral part of the Support team in supporting and delivering all aspect of services and full range of client support including, but not limited to: Workstation Imaging, Hardware Configurations, Deployment of Software and Hardware, AD Management, Asset Management, Ticket Queuing Management and general overall efficiency to deliver the best service we can to our Users.

• 1st and 2nd Line Troubleshooting / Root-Cause Analysis, Documentation write ups for Knowledge Base Articles
• Be the face and central point of all incoming IT queries and issues, with following ITIL best practice to ensure we always deliver high-standards of IT operations
• Liaise with colleagues in London, Europe and Jordan (middle-east) and external support / 3rd party to deliver resolutions for complex matters as we're in the process of many IT migration projects from legacy to new as well as life cycling projects
• Ensure all key data for EAB IT is up-to-date, relevant and maintenance to high-level, to comply with the Bank's auditing principals and processes.
• Ensure the Support Team achieve SLA targets the business outlines and be part of a proficient and proactive IT front line support unit.
• Ability to educate and support User bases of varied level of IT knowledge
• High standard support for our VIPs (C - Level and Heads of Departments) - understanding of 'users come first'

Qualifications, Knowledge, Skills and Technical Experience Required:

• Experienced in using ITSM platforms (halo / service now / manage engine / top desk / alloy navigator)
• Exposure to Market Data, Bloomberg, Trader Support (bonus)
• Microsoft Windows 10 /11 (all versions) experience to a high level (troubleshoot and effectively resolve issues by research/using knowledge bases in a confident way).
• Active Directory to a medium-high level - security groups, administration/deployment, LDAP
• Know-how of Citrix XenApps - Administration, Maintenance and Support of existing Citrix XenApps server farm (desired)
• Networking - design/troubleshoot/installation (DNS - DHCP - VLAN - Proxy Understanding - TCP/IP and OSI) to a moderate to advance level
• Laptop VPN troubleshooting and Support.
• PowerShell to a beginner level

Personality - Additional Skills:

• Very Competent in Communications, Self-Organisation, Multi-Tasking and Prioritization.
• Self-driven to accomplish Tasks for the Team and having the inner motivation to succeed.
• Forward thinking mind set and ability to adapt to a continuously improved IT environment and be a focal point of our Support Team

Desirable Skills:

• ITIL V3 / V4 Foundation Certified
• Experiencing supporting in a Banking environment
• Exposure to a corporate environment where its target oriented and of high demands