Level 1 Technical Support

Constantinople is the first of its kind: an all-in-one software and operational platform for banks. We provide our banking clients with a cloud-native infrastructure to host and manage their customers. We offer a comprehensive suite of banking products, together with all operational services needed to run a bank efficiently.

Constantinople's state-of-the-art platform eliminates the need for expensive infrastructure, and replaces manual operational and compliance processes with automation at scale. By removing the operational complexity of banking, Constantinople enables its clients to focus on its customers and the business of banking.

The Role

The IT Service Management Organisation is responsible for managing IT Operations and releases from the Incident and change management process to client reporting on the state of the platform. As we scale from a single banking client to operating multiple banks in parallel, having robust process procedures and tooling allows us to deploy software at pace and scale into complex banking environments.

As an IT admin and Support officer reporting to the IT Service Manager as part of the Product Engineering group. You will have experience in IT Support and Help desk tooling, and will be responsible for maintaining access for our staff, patching and support of our staff's IT assets. You will be the first point of contact for internal employees, providing prompt and efficient technical support to ensure seamless operations and user satisfaction.

This role is entry-level with the opportunity to expand into Incident management in our ITSM team, or Work in our Security and platform teams if you can automate and document the work to be don,e you will have the opportunity to work across a broad range of functions within our tech organisation

• Respond to and resolve technical inquiries and issues reported by internal staff through various channels, including phone, email, and ticketing system.
• Staff onboarding processes, including setting up user accounts, granting appropriate access rights, and providing initial training on company systems and applications.
• Document processes to ensure consistency and support our long-term SOC2 Compliance
• Design and implement fine grained access groups to allow teams to support the platform whilst minimising access risks.
• Automate staff onboarding and access change Process where possible.
• Manage Device Management for our laptop and Phone fleets (JAMF Pro and Intune)
• Monitor and patch staff devices.
• Manage SSO setup and maintenance for our collection of SAAS software Vendors.
• Manage and maintain user access controls, ensuring proper access levels are assigned and revoked as per company policies and regulatory requirements.
• Complete User access review to ensure that appropriate access for staff is maintained.
• Troubleshoot and diagnose software, hardware, network, and system-related problems, offering clear and concise solutions.
• Maintain accurate and detailed documentation of reported issues, resolutions, and support interactions for future reference and knowledge sharing.
• Escalate complex or unresolved issues to the appropriate technical teams or subject matter experts for further investigation and resolution.
• Provide guidance and training to users on the effective use of applications, systems, and tools.
• Stay up-to-date with the latest software updates, patches, and best practices to ensure efficient support and problem-solving.
• Contribute to the continuous improvement of support processes, knowledge base, and self-help resources for enhanced user experience.
• Support the implementation and maintenance of SOC 2 controls related to logical access, incident management, and user provisioning processes.

• You will be a recent IT Graduate, ideally with 1-2 years of IT support experience
• You will have knowledge of Microsoft Active Directory and AWS.
• You are interested in automating and documenting tasks and ideally keen to progress to a Platform or IT services role.
• Strong technical knowledge of computer systems, software applications, networking, and troubleshooting techniques.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Exceptional problem-solving and analytical skills, with a methodical approach to troubleshooting and issue resolution.
• Proficiency in using ticketing systems, remote support tools, and knowledge management platforms.
• Ability to work under pressure, prioritize tasks effectively, and manage multiple support requests simultaneously.
• Customer service-oriented mindset, with a commitment to delivering high-quality support and ensuring user satisfaction.
• Familiarity with banking regulations, security protocols, industry best practices, and SOC 2 controls is a plus.

Application process:

If this sounds like the kind of opportunity you've been looking for, select the 'Apply Now' button below to submit your cover letter and resume. Use your cover letter to introduce us to you; we want to know who you are, what you've worked on and why you think you'd be a great addition to the Constantinople team.

Inclusion

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.