Premium Support Engineer

Join Barclays as a Premium Support Engineer and play a key role in shaping the future of our digital landscape. In this position, you will spearhead innovation and drive operational excellence by overseeing and maintaining the bank’s critical technology infrastructure. You'll tackle complex technical issues and ensure swift resolutions, all while minimizing operational disruptions and enhancing overall efficiency.

This role requires full-timeon-sitepresence, with work scheduled five days a week from Monday to Friday. The position follows a shift-based schedule, with the earliest shift starting at 7:00 AM and the latest ending at 6:00 PM. Additionally, weekend work is required once per quarter.

To be successful as a Premium Support Engineer, you should have experience with:

• Strong troubleshooting skills for software issues with expertise in Microsoft and Apple ecosystems.
• A demonstrated ability to learn, identify, and resolve systemic problems.
• The ability to triage and work both individually and as part of a team in a fast-paced environment.
• Support for Front Office, client-facing employees, both remotely and in person. 

Some other highly valued skills may include:

• Experience supporting applications such as Bloomberg, Eikon / Reuters Dealing, E-Speed, Tradeweb, BrokerTec, and FactSet.
• Experience working with Microsoft Active Directory, Windows Registry, Roaming Profiles, SCCM, Group Policy, Hardware Drivers, Anti-malware, and Hotfixes.
• Ability to excel under pressure in a demanding, fast-moving environment.
• Familiarity with ITIL frameworks and Project Management concepts, including incident management best practices.

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 can either be based in Canary Wharf, 1 Churchill Place, London.

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. Develop the 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.
• Proactively assess 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.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise.
• Thorough understanding of the underlying principles and concepts within the area of expertise.
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to
• Develop technical expertise in work area, acting as an advisor where appropriate.
• Have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies / procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.