It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do.
We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture, and, as part of our commitment, we have signed up for a number of pledges and programmes designed to support and nurture our people.
No matter where you sit or which team you are a part of, we want you to know that you contribute in helping us to shape where the company will be in the future. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work.
An overview of the role
The IT Systems Administrator ensures all business IT systems run optimally from server, application, and desktop perspectives. The role serves as a vital resource in managing and resolving escalated technical issues, ensuring smooth operations for end-users and systems. Your responsibilities include diagnosing and troubleshooting complex hardware and software problems, configuring and maintaining network equipment, and providing support for advanced user inquiries. You'll work closely with Level 1 IT Team, mentoring them and assisting with issues that require in-depth technical knowledge. Additionally, you'll manage system updates, monitor performance metrics, and implement security protocols to safeguard organisational data. Strong analytical skills, excellent communication, and a proactive approach to problem-solving are essential to excel in this role.
This role involves maintaining performance and availability in line with agreed KPIs and handling incidents and requests in adherence to agreed SLAs. The position exposes successful candidates to a vast array of enterprise technologies and bespoke applications, with release and configuration management integral to the role in accordance with change management procedures.
Your key responsibilities
* Technical Support and Troubleshooting: Address escalated issues from Level 1 support, providing in-depth troubleshooting for hardware, software, and network problems. Analyse and resolve system performance issues, ensuring minimal downtime.
* System and Network Maintenance: Configure, maintain, and troubleshoot servers, routers, switches, and other network devices. Monitor network performance and implement improvements as needed.
* User Support and Training: Assist end-users with complex technical problems via email, phone, or in-person support. Provide guidance and training to Level 1 technicians to enhance their troubleshooting skills.
* Incident Management: Record, manage, and resolve incidents using ticketing systems, adhering to service-level agreements (SLAs). Collaborate with vendors, third-party service providers and customers for specialised technical issues.
* Security and Compliance: Implement and monitor security protocols, including antivirus updates, firewalls, and intrusion detection systems. Ensure compliance with organizational and industry standards for data protection and security.
* Documentation and Reporting: Maintain accurate documentation of processes, configurations, and troubleshooting steps. Generate reports on system performance, recurring issues, and resolution metrics.
* Collaboration and Escalation: Work closely with Level 3 engineers for advanced or critical system issues. Participate in team meetings to discuss ongoing issues and strategies for resolution.
* Enforce the Open GI IT policy in line with required governance/compliance
* Perform any other duties that are reasonably required from time to time
* Be able to work flexible hours in order to provide necessary levels of support cover
* Availability for on-call duties where required
Qualifications
* Educated to HNC, with a suitable subject, or equivalent experience
* Microsoft or Linux server operating system administration certification (advantage)
* Remote desktop technologies, VMware, Microsoft SQL, Office 365 or MySQL certifications (advantage)
* ITIL foundation would be an advantage
Experience
* Experience of providing support within a Service Desk or NOC environment
* Proven experience with Windows Server operating systems and products (2022, etc.)
* Proven Linux server operating system and applications skillset (MySQL, Tomcat, SSH, etc.)
* Strong understanding of standard Microsoft application software and Active Directory, including use of remote desktop tools
* Experience in administering and supporting Microsoft SQL.
* Experience with Azure would be an advantage
* Strong experience of Internet applications, web sites and technologies
* Strong experience of networking, associated support, diagnosis and resolution (TCP/IP protocols, IP, DNS, routing etc)
* Good knowledge of automated monitoring processes and incident management tools
* Knowledge of system administration best practices and patch management
* Understanding of system performance metrics and trend analysis and reporting
* Knowledge of remote desktop and VMware based solutions
* Experience in securing Infrastructure technologies, monitoring and remediating Cyber Security vulnerabilities.
Aptitudes
* Drives to Outcomes: focuses on results and desired outcomes and how best to achieve them. Able to execute plans through to action. Persistent to complete tasks and a strong commitment to take action that moves things along to ensure delivery of objectives.
* Ownership & Accountability: takes personal accountability and ownership for their work. This includes personal follow through, making and defending difficult decisions and trade-offs, removing blockers, driving collective progress.
* Continuous Improvement: advances by ongoing, incremental improvement through continuous learning, questioning the status quo and trying out creative and novel ideas. Shows curiosity and has a keen interest to drive learning for themselves and others.
Mission and Values
Our values are central to our vision, as they represent how we collaborate to continually deliver for our customers:
* Accountability: We own our actions and shape our success on the results we deliver
* Innovation: We tackle challenges with fresh thinking and bold ideas
* Teamwork: We work together, recognising we can’t do this without each other
* Trust: We build trust on integrity, transparency and respect
We are looking for an individual who embraces our values in their actions, decisions, communications and processes to inspire positivity and, ultimately, exceptional performance.
Benefits package
* A competitive salary depending on skills and experience
* Company pension
* Bonus opportunity
* Life assurance and critical illness cover
* Cycle to work scheme
* Perkbox – an exclusive platform offering a wide range of discounts and benefits
* Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme
* A hybrid approach to work
* Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work
* Social clubs - whether you’re into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together
* Wellbeing – wills at work scheme, employee assistance programme and mental health first aiders
Please note that this role will be based in our Worcester office, and we are looking for candidates who are currently based within a 50-mile radius of the office.
Please be aware that interviews will take place for this role from 06/01/2025 onwards.
To apply for this role please fill out the application form and send us your CV.