Senior IT Support Engineer

Join Barclays as a Senior ITSupport Engineer, where you will play a key role in delivering technology support for all users in the Dublin office, as well as across nine additional locations throughout Europe. The role covers end-to-end technology support for all aspects of the location – local systems build and maintenance, management of local technology suppliers, management of local AV systems, corporate mobiles and voice devices, oversight of local telecom and network services (including in-country WAN/MAN links), WAR site builds and upgrades, coordination of site power downs, and more.

Please note that the role is hybrid: 3 days on site are mandatory, with the remaining days offering flexibility.

To excel in this role, you should have:

• Excellent communication skills, with fluency in both verbal and written English.
• Strong coordination abilities, including managing issue resolution and feedback processes to ensure customer satisfaction.
• Solid understanding of ITIL practices, particularly Incident, Problem, and Change Management.
• Proven experience in incident response coordination, effectively collaborating with teams across multiple global locations.
• Adaptability and resilience, with the ability to consistently deliver high-quality service in a fast-paced, dynamic environment with changing priorities.
• Ability to co-ordinate project deployment in region, liaising with project teams and the customers to ensure a seamless deployment.

Additional highly valued skills:

• Experience working in a global organisation and international remote teams.
• Experience in estimating, planning, and organising own tasks using project management tools and methods.
• Proven ability to lead change projects, both locally and regionally, navigating complex stakeholder environments.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

The successful candidate will be based in Molesworth Street, Dublin.

Purpose of the role

To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations. 

Accountabilities

• Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients. Development of support model and service offering to improve the service to customers and stakeholders.
• Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
• Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing.
• Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
• Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
• Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.
• Proactive assessment of support activities implementing automations where appropriate to maintain stability and drive efficiency. Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

Assistant Vice President Expectations

• Advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/business divisions.
• Lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. Identify new directions for assignments and/or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc.) to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.