IT Support Engineer

As a fintech growing to be a market-leading Financial Market Infrastructure (FMI), RTGS.global is at a point in its development where we need to organise and product ionise our approach to internal and external IT Service Delivery. The IT Service Delivery function is being split into two complementary roles: a full-time IT Support Engineer who runs day-to-day support, and a part-time Senior IT Service Delivery Manager who owns the function’s design, governance and senior relationships.

The IT Support Engineer is the hands-on, front-line support capability for internal staff and external platform users. You will run the day-to-day service desk, look after laptops, accounts and SaaS tools, and carry out routine operational tasks using processes, runbooks and SLAs defined by the Senior IT Service Delivery Manager. Escalate anything outside those runbooks. This is a practical role that suits someone who enjoys solving problems, keeping things organised and helping colleagues and clients.

• Ticket handling:
  Log, triage and resolve support requests from staff and external users in the service desk tool, within agreed SLAs, and elevate to the Senior IT Service Delivery Manager, engineering team or vendors where needed.
• Keep tickets accurate and up to date, and communicate status clearly to the person affected until the issue is closed.
• Monitor the support mailbox and alerts, and carry out first-line triage of client and participant support requests before passing them to the right team.
• Write and maintain knowledge-base articles, FAQs and user guides for common issues.
• Produce the weekly support report (ticket volumes, SLA performance, recurring issues) for review.

• New starters:
  Run the joiner process: order hardware through approved suppliers, build and enrol laptops via Intune, and set up accounts, licences and base tools so new staff and consultants are productive on day one.
• Leavers and movers:
  Remove access, recover equipment and update records promptly.
• Maintain the IT asset register, software licence records and supplier order tracking.
• Support Windows and macOS endpoints remotely via Intune, including patching, compliance and device policy checks.
• Administer users in the O365 suite and internal SaaS applications: accounts, licences, mailboxes, Teams and SharePoint permissions.
• Carry out first-line troubleshooting of O365 incidents and elevate service-impacting issues quickly.
• Act as the day-to-day contact with third-party support vendors: raise and chase cases, and track deliveries and renewals.

• Assist with scheduled software deployments to client environments in Microsoft Azure by following documented release checklists, carrying out post-deployment checks and updating release notes, under the supervision of the Senior IT Service Delivery Manager.
• Log change requests and incidents in line with the company’s ITIL-based processes.
• Participate in the analysis of security events together with the SOC team and, in cooperation with the CISO, ensure an effective response to security incidents.
• Support BCP and Disaster Recovery tests by maintaining contact lists and documentation, taking part in test runs and recording results.

• 1-3 years in an IT support, service desk or junior systems administration role.
• Hands-on experience supporting Windows and macOS devices; exposure to Microsoft Intune or similar device management.
• Working knowledge of administering O365 (Exchange, Teams, SharePoint, Entra  / Azure AD user management).
• Experience using a ticketing / service desk tool and working to SLAs.
• Organised, methodical and comfortable managing several requests at once.

• ITIL Foundation (or willingness to obtain it).
• Basic familiarity with Microsoft Azure.
• Exposure to financial services, payments or a regulated environment.
• Microsoft certifications (e.g. MD-102, MS-900).
• Altassian/Jira experience.