Senior Specialist Infrastructure (Workplace)

Position Overview

The Senior Specialist in IT Workplace/Infrastructure is tasked with delivering daily support to employees, encompassing desktop, application, project, video conferencing, and telephony systems within the organization. This role is accountable for the deployment, maintenance, and repair of the computer and network infrastructure at Commerz Global Service Solutions. The specialist will investigate technical solutions, assess their relevance to Commerz Global Service Solutions, and provide recommendations for implementation.

This role also requires mentoring specialists and junior team members, along with a strong understanding of the security framework and systems.

The Senior Specialist should demonstrate a team-oriented mindset while effectively organizing their own tasks, working independently with full accountability.

Working hours will be from 3pm to 12am, Monday to Friday.

Key Responsibilities

Workplace Infrastructure Support

• Execute technical installations, troubleshooting, fault resolution, and/or escalations related to Workplace infrastructure, including messaging, file and print services, video conferencing, telephony systems, and Microsoft Operating Systems for all Commerz Global Service Solutions users.

Workstation & Peripheral Support

• Oversee end-user infrastructure support/configuration for endpoints and mobile devices.
• Provide remote assistance for all end-user application and hardware issues (Microsoft 365, XenApp, etc.).
• Assist with the relocation of equipment within the organization when necessary.
• Document all IT-related guidelines and manuals for the organization.
• Troubleshoot, diagnose, and resolve hardware, software, and other network and system issues.
• Implement the Bank’s IT and IS standards across the organization.
• Develop and execute a comprehensive strategy to secure the organization’s IT infrastructure and networking.
• Conduct and manage local data security and personnel security internal controls, promote employee awareness training, and ensure compliance with company standards.
• Ensure that all incident/request tickets raised in HSPM tools are addressed and closed promptly according to SLA requirements.
• Perform preventive maintenance.
• Identify IT security vulnerabilities within the organization’s network.
• Coordinate and/or execute penetration testing and patching.
• Carry out routine system tasks, including hardware/software inventory.
• Verify and check all tasks completed by junior specialists as necessary.

Servers & Network Support

• Install, configure, test, and maintain network-related operating systems, applications/software, and management tools.
• Provide first-level support for LAN and WAN networks.
• Manage and monitor all installed network appliances, systems, and related IT infrastructure (both cloud and on-premises).
• Ensure optimal levels of network connectivity and infrastructure availability.
• Offer expertise in the overall support of network systems infrastructure as it pertains to all IT technologies.
• Monitor network/system usage and health status in line with security policies.
• Handle escalations with second-level support from start to finish.
• Deliver root cause analysis to management upon request.

ADDITIONAL TASKS:

• Engage in additional projects/tasks as assigned by the Supervisor or Manager.
• Manage vendor relationships for servers/equipment overseen by vendors.
• Work at the BCM site if necessary.

Educational Background:

A tertiary degree and/or professional qualifications/experience in relevant IT fields.

Skills and Qualifications

• Proficient in Microsoft 365 and Microsoft OS.
• Experience in deployment/support/management of mainstream industry solutions is a plus (Cisco, Firewall, Citrix, Bluecoat, etc.).
• Knowledge of data protection regulations related to IT responsibilities within the Bank.
• Familiarity with IT hardware (laptops, desktops, MFPs, CCTV, video conferencing, interactive devices).
• Able to perform under pressure in a banking environment.
• User-oriented, responsible, and capable of working collaboratively in a team.
• Effective communication skills in English.