Job Description
Job Purpose:
Support the IT Infrastructure team in maintaining and monitoring the bank s core technology systems, including servers, storage, and networks. This role is designed to provide hands-on support in infrastructure operations by assisting with system maintenance, issue resolution, and project execution. The Junior Infrastructure Specialist contributes to the stability, performance, and security of IT services while developing technical expertise under the guidance of senior team members.
Job Accountabilities
Infrastructure Support & Maintenance
- Assist in the day-to-day maintenance and monitoring of physical and virtual infrastructure, including servers, storage, and networking devices.
- Support the deployment, configuration, patching, and basic troubleshooting of Windows servers and related systems.
- Monitor system alerts and performance metrics, reporting anomalies or outages to senior staff.
Issue Resolution & Technical Support
- Respond to service desk escalations and provide second-line technical support for infrastructure-related issues.
- Collaborate with senior engineers in troubleshooting hardware, software, and network problems.
- Escalate unresolved issues appropriately and document troubleshooting steps.
Project Participation
- Assist in infrastructure upgrade projects, system rollouts, and migrations under the supervision of senior staff.
- Contribute to testing and validation activities for new systems or updates.
Documentation & Process
- Maintain and update documentation for system configurations, processes, and IT assets.
- Follow standard operating procedures and ensure adherence to IT best practices.
Security & Compliance
- Adhere to IT security policies and procedures.
- Assist in ensuring compliance with internal controls and audit requirements for infrastructure components.
Generic Accountability
- Corporate Governance and Compliance: Work fully within GB guidelines and compliance regulations as well as ensure all divisional activities comply with corporate governance & regulatory/legal frameworks
- Policies & Procedures: Implements approved departmental policies, processes and procedures
Subordinates/Reporting Line
Working Relationships
- Internal: All Consumer Banking , other departments as required
- External: GB customers
Education & Qualification
- Education: Degree or diploma in Information Technology, Computer Science, or a related field.
- Knowledge:
- Basic knowledge of Windows Server administration, networking fundamentals, and virtualization (e.g., VMware or Hyper-V)
- Familiarity with cloud platforms (Azure, AWS) is a plus
- Experience: 2–3 years of experience in IT infrastructure, system support, or related areas (internships or academic projects acceptable)
- Certification/Accreditation:
- CompTIA A+ / Network+ / Security+
- Microsoft Certified: Azure Fundamentals or similar
- ITIL Foundation (preferred but not required)
Key Performance Indicators (KPIs)
- Average response time to infrastructure-related service desk tickets
- Effective Ticket resolution rate for second-line support
- Proactive issue identification through system monitoring tools:
- Downtime due to preventable infrastructure issues
- Timely implementation of server patches/updates under supervision
- Zero post-update failures caused by incorrect patching or configuration
- Accuracy and completeness of system/process documentation
- Timely updates to documentation following changes or deployments
- On-time completion of assigned project tasks or deliverables
- Quality of technical input and collaboration in infrastructure projects (as assessed by project leads)
