About the PRI

The PRI is the world’s leading proponent of responsible investment. It works to understand the investment implications of environmental, social and governance (ESG) factors and to support its international network of investor signatories in incorporating these factors into their investment and ownership decisions. The PRI acts in the long-term interests of its signatories, of the financial markets and economies in which they operate and ultimately of the environment and society as a whole. The PRI is truly independent. It encourages investors to use responsible investment to enhance returns and better manage risks but does not operate for its own profit; it engages with global policymakers but is not associated with any government; it is supported by, but not part of, the United Nations.

Working at the PRI provides an opportunity to engage with highly motivated, culturally diverse professionals on a wide range of cutting edge issues through the lens of sustainable finance. The PRI provides scope for development at all levels with opportunities for project leadership and management working alongside some of the most influential signatories and leaders across financial markets and economies. In combination with a supportive culture that encourages continuous learning and flexible working policies, PRI is a highly engaging place to work on truly transformative issues.

Job description

Your responsibilities will include a mix of 2nd and 3rd line support, from dealing with support tickets escalated from 1st line to being involved in deploying and maintaining IT services to a globally distributed organisation across APAC, EMEA and AMER regions. Finding better ways to deploy services, ensuring high availability of mission critical services, and supporting end users.

You will be involved in project work to support the IT technology roadmap with upgrades to existing systems (Azure, SharePoint, Salesforce, databases, etc.) and where appropriate being involved in new and exciting technologies as part of our ongoing 3-year Business Digital Transformation.

Security is vital to our reputation and you will be responsible for the ongoing maintenance and patching of our entire desktop and infrastructure estate.

In a growing team within a SME there will be plenty of opportunities for growth and to make a real difference. The work will be based primarily in the London time zone, but candidates will need to work and accommodate our international colleagues.

PRI is a growing organisation with a great culture and an excellent mission. The technology team is on an exciting path of growth in size and importance. We are front and centre in the work to define PRI’s Digital Transformation Roadmap and working hard to increase our capabilities and capacity to meet the organisation’s needs as it continues to add employees, signatories (our external customers) and becomes more sophisticated in its use of technology. We are looking for a customer focussed 2nd/3rd support and infrastructure engineer to join our team and help us provide excellent support, reliable business systems & services, to work on technology projects.

Core Responsibilities:

Incident Management

■ 2nd / 3rd /support, with overflow support and assistance to 1st to cover annual leave.

■ Perform root cause analysis to identify issues and implement solutions

■ Respond to assigned requests for IT support and services (including incidents, and service requests) in a timely, polite, and efficient fashion, adhering to the defined SLA timeframes.

■ Prioritise & investigate incidents and seek timely workarounds and publication of solutions.

■ Escalating incidents, communicating progress, documenting solutions and closing incidents.

Infrastructure change, administration & support

■ Monitor, maintain, install & configure all aspects of the infrastructure, ensuring appropriate uptime, performance, quality & reliability of services (internal users and external customers).

■ Participate in technical discussions. Question existing architecture suggest changes and then implement them.

■ Manage Active Directory, Azure AD, Office 365 & desktops.

■ Support of video conferencing, phone systems, File, Print, etc

■ Setup, configuration and deployment of mobile devices

■ Carry out periodic preventative hardware maintenance on an agreed schedule.

■ Maintain IT hardware and software licence asset register to ensure accuracy.

■  Assist with compliance towards data security, data protection and other legislative requirements

■ Manage/Maintain backups & assist with annual DR tests

Cloud Technologies

■ In collaboration with the senior IT team members encourage and Agile and DevOps working culture within our small internal team and with our key partners and suppliers.

■       Research and expand our knowledge of Cloud technologies.

■       Drive PRI’s Cloud first approach

Security

■       Ongoing maintenance and patching of our on-premises, hosted and cloud-based infrastructure.

■       Install, administrate, maintain and improve other security technologies (e.g. End point monitoring, Mimecast, Sophos, etc).

■       Securing environments and hardening systems, e.g. firewalls (including VPN), encryption, etc.

■       Conduct periodic email phishing tests.

Projects & Technology:

■       Assist in solution design and user requirements gathering.

■ Manage and assist in the deployment of hardware and software to support projects and technology refreshes.

■ Create/update technical and support documents and procedures

Collaboration with other PRI teams

■ Develop strong working relationships with PRI’s other teams to better understand their requirements and apply this knowledge to the prioritisation of work and support.

In addition, the PRI expects all roles at a 'Specialist' level within the organisation to demonstrate the following:-

Analytical

•Proactively offers impartial specialist knowledge, insights or input

•Uses business/ specialist knowledge and analysis to identify issues, applying fact-based insight to develop and evaluate solutions or solve issues

•Maintains a professional and impartial stance in assessing all information which feeds into decision making

•Balances rigour with pragmatism in conducting analyses that are fit for purpose

•Effectively reviews and quality-checks all analyses

Business Awareness

Focuses on maximising Signatory or operational value and driving PRI outcomes

•Actively keeps up-to-date with developments both within the organisation and within area of specialism

•Balances the internal needs of the PRI and that of Signatory Organisations to deliver outputs

•Understands how own area of specialism drives value to the PRI and meets its mission

Collaborative

•Builds consensus and trust with all that engage with

•Is responsive to feedback proactively following up to ensure any issues are resolved

•Where requested, engages with colleagues to gain a broader understanding of issues and seeks to respond to or resolve them

•Provides specialist knowledge and insights to colleagues where requested

Communicative

•Translates specialist information or provides technical expertise in a clear and understandable format

•Clarifies matters by absorbing and understanding relevant information and feeding them back in concise terms

•Uses effective listening and questioning to enhance understanding of complex issues

•Engages the recipient using their language, tailoring communication style for the audience

Developmental

•Actively seeks opportunities to enhance specialist knowledge/ experience

•Constantly reviews own work with the aim of improving outputs

•Applies knowledge or experience to question practices and suggest alternatives

•Actively seeks and shares feedback wherever possible, as a means of improvement

•Uses best practice identified through external networks or evolutions in the field of specialism

Structured

•Has a strong sense of execution and delivery, working to agreed deadlines, involving relevant colleagues and allowing enough time for review and quality assurance

•Regularly monitors and reports on progress of work, providing regular updates as appropriate

•Takes a methodical approach to how specialist or technical knowledge is acquired and, distributed (where necessary)

•Captures knowledge at the end of each project/ process/activity, to use and share

Technical Competencies & Experience

• Extensive experience supporting a complex infrastructure environment with a mixture of on premise, hosted and cloud. Also experience and a strong current working knowledge across a broad range of technologies such as:

• The ability to foster an inclusive working environment.

• Office365, SharePoint, Intune and Azure AD

• Active Directory and Group Policy

• Good knowledge of Windows Server 2016/2019 and Windows 10 Setup/Administration,

• Networking, Firewalls, DNS, DHCP, Wi-fi

• IIS, RDS and DFS

• Cisco Merak

• Experience in DevOps/Cloud/PAAS/IAAS (Azure or AWS) is desirable as we are migrating more to cloud-based systems and services furthermore, broad knowledge of the following of cloud/devops technologies is advantageous:

• Azure and Microsoft server technologies

• Puppet, Chef, Ansible, Nginx, Github, etc.

• Python and Powershell Scripting

• Linux

• SQL Server/PostgreSQL

• Windows Virtual Desktop