System Administrator / 2nd Line Support (3854)

About GBG

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

About the team and role

IT Support & Operations Team

The role fits in the IT Support & Operations team within Group IT, working to ensure that GBG deliver a world-class experience for our team members globally. IT Support & Operations team look after all aspects of Group IT including support of our team members on the tools that they need daily to successfully carry out their roles. We ensure that services are available for team members to utilise and that such services are the best option available to GBG in terms of quality, performance, and cost. We strive for a timely response whilst providing the best customer experience we can.

Systems Administrator

We are seeking a highly skilled and organised Systems Administrator this role will ensure that services are available for team members to utilise and that such services are the best option available to GBG in terms of quality, performance, and cost, all whilst delivering a positive and consistent experience.

The Systems Administratoris to provide technical expertise, process management and decision making to ensure proactive operational and support of end users products and services, to deliver a frontline customer facing functions to GBG team members. To be responsible for Communication and escalation, Improving team and personal knowledge to effectively support, Continual Service Improvement (CSIP), Maintenance of communication equipment across offices, Upholding processes & procedures for support calls via JIRA Service Desk. Also to contribute towards Implementation of process and performance metrics, Service acceptance of new software & hardware.

What you will do

• Provide a best in class customer service to GBG team members.
• Provide a best in class 2nd line technical support and operations service to GBG Team Members.
• Continually develop and maintain knowledge base to increase the rate of fix for GBG team members.
• Consistently apply best practice process for Incident, Problem, Requests, and operational tasks.
• Continually review and improve delivery of IT services.
• Apply best practice process for ensuring SLA’s and OLA’s are achieved.
• Continually communicate with the ITSM team to alert them of potential problems

Skills we are looking for

• Experience in developing process and policy to meet business needs
• Experience in maintaining Intune & Jamf deployment tools
• Report writing
• Understanding of license and compliance.
• Excellent troubleshooting skills with a deep understanding of the technologies being supported
• Experience in providing a best-in-class customer service to end users, including regular meaningful communication
• Excellent application of technical procedures and maintaining technical knowledge base to rapidly resolve issues
• Performance driven to ensure business and technology can be evidenced against agreed SLAs and KPIs
• Proactive / self-starter approach to addressing issues and resolving tickets
• Ability to work autonomously as well as part of the wider team
• Good written and oral communication
• Experience of ITIL operational support working practices
• Experience of introducing new technologies into service and support
• Good organisational skills

Technical Skills:

• Active Directory
• Exchange / O365 Administration
• Desktop support (i.e. general PC issues)
• M365 Application
• Copilot for M365
• Windows 10/11
• Powershell Scripting
• Hardware support
• File/Print
• Teams Broadcast
• Problem solving
• Mimecast
• Group Policy configuration
• DHCP
• DNS
• Azure
• InTune/Jamf
• ITIL V3 and above

Soft Skills:

• Excellent problem-solving and analytical abilities.
• Strong organisational and time-management skills.
• Effective communication and interpersonal skills.
• Ability to work collaboratively in a team environment.

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.

Unleash your potential and be part of our mission to power safe and rewarding digital lives.