Infrastructure Support Analyst

Job title:                Technology – Infrastructure Support Analyst

The Technology Infrastructure (TI) team has the responsibility to run, manage and maintain all systems and services related to Technology Infrastructure.  This not only involves day to day BAU but ongoing projects connected to office moves, new offices, separation etc.  RL TI has a number of managed services providers providing services including Goldman Sachs, where TI act as the manager and coordinator.

New joiners will be required to work with, support and enhance the existing Technology Infrastructure systems and services operated.


=         Managing calls / e-mails and tickets.

=         Provide 1st line resolution to fixes required for the business.

=         Take ownership for technical issues and follow through to resolution.

=         Maintain and manage support issues on behalf of the business and vendors including GS.

=         First line liaison with GS TI for requests and issue management.

=         Helping to keep detailed logs on support activities, analyze trends and proactively identify areas for improvement.

=         Technical Support and liaison for

o    Desktops / Screens / Printers

o    Microsoft Technologies

o    Telephony

o    Networks

o    Proprietary RL systems

o    Cloud Systems

o    Market Data

=         Adopting and championing IT policies being introduced and deliver within the business.

=         Be organized, and follow up and update multiple open items.


In general, we are looking for smart, commercial, problem-solving-oriented, “get-things-done” candidates with the right attitude to deal with staff, customers and suppliers.

Skills and Experience:


=         Must have excellent communication skills.

=         Have experience of Microsoft Technologies including Desktop and Enterprise.

=         Ability to work as part of an extended IT team with shared strategy and vision.

=         Ability to negotiate with business and suppliers on matters of downtime and upgrades.

=         Ability to work shifts as required by the changing demands of the business.

=         Appreciation for the importance of using documentation and other communication channels to keep the business updated about infrastructure, security and other related topics.

=         Broad knowledge of workplace and technology services and their role and future potential in the business – desktop systems, email/market data/remote access/telephony and mobile services.

=         Interested in IT support career path.

=         Be prepared to work part of a team covering business operations from 07:30 to 19:00 and occasional weekend working.



=         Recent Graduate in relevant degree or good knowledge of IT support 


=         Appropriate courses and or Apprenticeship programme provided for the right candidate

Disclaimer This position description is intended to describe the duties most frequently performed by an individual in this position. It is not intended to be a complete list of assigned duties, but to describe a position level.  The role shall be performed within a professional office environment. Rothesay has health and safety polices that are available for all workers upon request.  There are no specific health risks associated with the role.

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