Senior TechOps – Corporate IT

MeDirect is a Maltese digital bank, founded in 2004, with over 180,000 clients and operations in Malta and Belgium. We offer a wide range of financial services to both retail and corporate clients, including daily banking, savings, and corporate services.

We are always on the lookout for determined and hard-working individuals who are eager to take the next step in their career. At MeDirect, we strive to provide an exceptional employment experience, fostering growth, collaboration, and innovation.

Role Overview

As a Senior TechOps within the Corporate IT team, you will provide first-line technical support and service desk services to the bank’s users and internal systems. You will play a key role in maintaining a reliable, secure, and efficient IT environment while supporting users across multiple locations.

The selected candidate should be willing to relocate to the specified job location.

Key Responsibilities

• Troubleshoot, categorise, resolve, and appropriately escalate IT incidents and service requests to help reduce incident volumes and improve resolution times

Provide technical assistance and share knowledge with TechOps team members when required, collaborating on troubleshooting and resolving complex IT incidents

• Manage the onboarding of new joiners, including equipment provisioning, installation, configuration, and setup
• Maintain and support internal applications, services, and systems used across the bank, including the implementation and support of new technologies
• Participate in internal and external IT audits, providing the required documentation, evidence, and support
• Manage user access controls and permissions for applications and services used within the organisation
• Procure, manage, maintain, and track user-related hardware, software, and IT inventory
• Manage the workstation update lifecycle, including vulnerability management, software updates, security updates, and timely patching
• Support the automation and continuous improvement of workstation imaging and deployment processes across multiple geographical locations
• Maintain and continuously improve the IT knowledge base by documenting solutions, processes, procedures, and technical guidance
• Produce and report on Helpdesk metrics and KPIs, identifying trends and opportunities for service improvement
• Participate in an extended support/on-call roster to provide coverage outside standard working hours when required

Requirements & Qualifications

• Good understanding of the Microsoft 365 and Azure ecosystem
• Strong knowledge of Active Directory, Microsoft Entra, Windows and macOS operating systems, NTFS permissions, Microsoft Exchange, Exchange Online and backup procedures
• Experience using Jira Service Management / Jira Service Desk or an equivalent IT service management platform to manage incidents and service requests
• Good understanding of fundamental networking concepts and troubleshooting
• Ability to effectively balance and prioritise multiple tasks and projects while remaining calm and focused under pressure
• Self-sufficient, organised, proactive, and capable of managing multiple priorities simultaneously
• Fluent in written and spoken English, with strong communication and interpersonal skills