Gloucestershire Constabulary

JOB DESCRIPTION

Job Title: / ICT Infrastructure Engineer
Job Grade: / S02
Reports to (Job title): / ICT Infrastructure Service Manager
Manages (Job titles): / n/a
Department/Unit: / ICT Department
Key Working Relationships:
  • Direct support to the ICT Infrastructure Team Leader
  • ICT Infrastructure , Security, Application and Development teams
  • Third Party suppliers of existing and potential services

Job Purpose:
The role of theInfrastructure Engineer:
  • To implement required AD and Group Policy changes.
  • To provision server and storage resource, be it virtual or physical.
  • Carries out routine checks of the ICT Infrastructure, using the management tools available, to ensure the constant functionality and availability of the environment.
  • Understands the options for backing up and recovering both virtual machines and user data. Ensures scheduled backups have completed and rectifies any issues.
  • Follows security best practices when implementing hardware and software.
  • Carries out routine maintenance and patching of the ICT infrastructure.
  • Works with other ICT Service teams to troubleshoot system performance issues, escalating to hardware or software vendors for firmware or software fixes. Implements changes where required in order to rectify issues or improve performance.
  • Produces and updates documentation concerning the ICT Infrastructure. Assists in the implementation and documentation of working processes used in the team or department.
  • Looks to enhance the current infrastructure where possible, as well as assisting on the delivery of ICT projects when required.
  • To provide 24/7 support for the underlying infrastructure that is hosting business critical systems in line with agreed SLAs by participating in on-call as part of a team roster.

Main Duties and Responsibilities:
The main responsibilities of the post are:
Autonomy
Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.
Influence
Influences customers, suppliers and partners at account level. May have some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives.
Complexity
Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues.
Business Skills
Selects appropriately from applicable standards, methods, tools and applications. Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets. Rapidly absorbs new information and applies it effectively. Maintains an awareness of developing technologies and their application and takes some responsibility for driving own development.
Skills Overview
The installation, testing, implementation or decommissioning and removal of cabling, wiring, equipment, hardware and appropriate software, following plans and instructions and in accordance with agreed standards. The testing of hardware and software components, resolving malfunctions found and recording the results. The reporting of details of hardware and software installed so that configuration management records can be updated.
The provision of specialist expertise to facilitate and execute the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software.
The operation and control of the IT infrastructure (typically hardware, software, data stored on various media, and all equipment within wide and local area networks) required to deliver and support IT services and products to meet the needs of a business. Includes preparation for new or changed services, operation of the change process, the maintenance of regulatory, legal and professional standards, and the monitoring of performance of systems and services in relation to their contribution to business performance, their security and their sustainability.
The resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
Task Overview
Undertakes routine installations and de-installations of items of hardware and/or software. Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client. Conducts tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Develops installation procedures and standards, and schedules installation work. Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service.
Reviews system software updates and identifies those that merit action. Tailors system software to maximise hardware functionality. Installs and tests new versions of system software. Investigates and coordinates the resolution of potential and actual service problems. Prepares and maintains operational documentation for system software. Advises on the correct and effective use of system software.
Provides technical expertise to enable the correct application of operational procedures. Uses network management tools to determine network load and performance statistics. Contributes to the planning and implementation of maintenance and installation work. Implements agreed network changes and maintenance routines. Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures. Provides reports and proposals for improvement to specialists, users and managers.
Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.
The main tasks are :
  • Installs or removes hardware and/or software, using supplied installation instructions and tools within established procedures and quality systems, including, where appropriate, hand-over to client. Follows agreed standards, including, where appropriate, those for electrical work.
  • Ensures that network management systems and appropriate performance analysis equipment and diagnostic tools are used to test the hardware and/or software affected, and quantify and qualify changes made.
  • Corrects malfunctions, calling on other experienced colleagues and external resources if required, and initiates action to ensure best use is made of available network assets.
  • Reports details of all hardware/software items that have been installed and removed, ensuring that all change management and configuration management procedures are followed, and taking responsibility for maintenance and reconciliation of equipment and user databases.
  • Helps to resolve problems (eg poor performance) and faults (eg system failure) occurring in the operation of hardware and software - especially those requiring greater installation expertise.
  • Provides specialist guidance and some supervision to less experienced colleagues. Analyses work in progress, takes action to ensure targets are met within safety and quality procedures, including hand-over to client where appropriate.
  • Initiates action to maintain or improve installation procedures and standards within area of authority, recognising issues that need to be escalated.
  • Plays a leading role in scheduling installation work, liaising with all concerned to ensure that installation priorities are met and disruption to the organisation is minimised.
  • Carries out the full range of defined tasks associated with operating and controlling the installed hardware and software. This may involve the use of multiple hardware and software platforms, and both local and wide area networks.
  • Supervises and gives instruction to less experienced colleagues in all aspects of current and correct operational practice. Delegates responsibility for carrying out specific tasks to individuals as appropriate.
  • Ensures that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of Service or Operational Level Agreements. Gathers and records service level information. Produces statistics for use in measuring key performance indicators (KPIs).
  • Uses available monitoring tools, including network management systems tools, to maintain awareness and control of the network load and to model performance statistics. Identifies and rectifies a broad range of operational exceptions and error conditions and deals sensibly and responsibly with unexpected or extraordinary events or incidents. Where these actions necessitate modification, restriction or complete removal of resources or services available, communicates with users, specialists and others, using appropriate methods (e.g. single point of contact such as Service Desk), to inform and escalate if necessary. Creates reports and proposals for improvement.
  • Responds to enquiries by users, specialists or others and is able to deal effectively with a broad range of problems of moderate complexity, only escalating those which need specialist or management attention.
  • Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls. Ensures log entries of user contacts provide sufficient information for the resolution of subsequent faults and problems.
  • Conducts investigations of operational problems, makes proposals for improvement, and implements them when appropriate. Participates in reviews of systems performance, provides advice, and assists specialists or other system or service providers to plan details of amendments and upgrades to systems.
  • Gathers and records service level information. Produces statistics for use in measuring key performance indicators (KPIs).
  • Reviews records to ensure that problems are managed in accordance with agreed standards and procedures. Ensures adherence to escalation procedures. Responds to escalated, complex and high impact problems in a timely fashion.
  • Supervises all installation and maintenance work associated with the installation as a whole, including network changes and maintenance routines, environmental and electrical services utilising the appropriate tools and test equipment. Ensures that procedures are followed, particularly those relating to safety and security.
  • Investigates and diagnoses complex network problems, working with users, other staff and suppliers as appropriate. Resolves such problems, co-operating with the Management and operations Skill, to maintain overall network performance.
  • Initiates speedy and permanent resolution to problems in systems and services, by coordinating the efforts of the resolution team or teams. Documents such incidents and problems within the configuration management defect/problem reporting system. Matches unresolved incidents against existing problems, known errors and other incidents.
  • Initiates the implementation of agreed remedies, in close liaison with the service desk, change management, configuration management and asset management functions.
  • Initiates preventative measures, such as identifying and investigating suspect software and other components. Ensures that existing problems and known errors in systems and services being brought into operation are understood and managed in the same way as those arising from operational incidents. Supports service level management in monitoring the impact of problems on agreed service levels, and initiate any appropriate improvement actions.
  • Produces reports and registers on defect/problem reporting data (e.g. data extracted from the configuration management system/known error database). Takes agreed actions relating to problem investigation and resolution within the allotted timescales.
  • Provides information and advice relating to problem management. Supports service level management on reporting on achievement of problem targets in line with service level agreements.
  • Analyses incidents and problems to show trends and potential problem areas, so that actions can be taken to minimise the occurrence of incidents and to improve the process of problem reporting, analysis and resolution. Assesses and reports the probable causes of incidents and consequences of existing problems and known defects.
  • Reviews releases, upgrades and fixes available from system software suppliers and identifies those which merit action. Maintains awareness of existing and emerging software and hardware solutions and develops upgrade plans.
  • Tailors system software to ensure that the functionality of installed hardware is fully exploited. Prepares software implementation procedures with fall back contingency plans. Installs and tests new versions of system software.
  • Investigates potential and actual service problems and recommends solutions. Follows formal procedures to plan and test proposed solutions.
  • In the event of system software failure, collects critical information, adhering to agreed procedures. Analyses all documentation, storage dumps and logs relating to system software failures to identify the failing component. Isolates failures and recommends actions to circumvent problems and enable the restoration of services. Liaises with suppliers to obtain corrective code, installing and testing the code to ensure a permanent resolution.
  • Collects performance data to monitor system efficiency against published service level agreements. Monitors both resource usage and failure rates of installed systems and provides feedback to management.
  • Gathers performance statistics from the IT platforms to enable recommendations for the tuning of system software. Tailors system software parameters to maximise throughput and efficiency.
  • Audits service delivery functions to ensure understanding and adherence to documented procedures.

Organisation Chart: (Showing post above, peers and Direct Reports)
Information Security, Confidentiality and Data Protection
During the course of employment the Postholder may have access to, see or hear information that could be classed as either sensitive or protectively markedand will be required not to disclose such information. All person identification information must be held in the strictest confidence and should be disclosed only to authorise people in accordance with the Data Protection Act 1998, unless explicit written consent has been given by the person identified.

Infrastructure Engineer - ICT Department

PERSON SPECIFICATION

Knowledge, Experience and Qualifications
Essential / Education, Qualifications and Training
  • Batchelor’s degree in Information Technology, Business or a related field, or equivalent work experience.
  • Evidence of continuing professional and personal development.
Experiencein Infrastructure support and delivery
  • A minimum of 4 years IT experience.
  • A minimum of 2 years’ experience in administration of Active Directory, Group Policy and Microsoft Exchange in a medium to large enterprise.
  • Experience and knowledge ofhypervisor technologies such as VMware ESXi and Microsoft Hyper-V
  • Experience and knowledge of backup and recovery tools, such as: Veeam, Veritas Netbackup, IBM Spectrum.
  • Experience and knowledge of implementing and supporting server and storage technologies, such as Cisco UCS and Nimble.
  • Experience and knowledge of patch management software.
  • Experience and knowledge in Windows and application deployment tools, such as MDT, WDS and SCCM.
  • A good understanding of anti-virus and malware detection software.
  • A good understanding of Proactive Monitoring, USB port blocking and Application Control software.
  • An understanding of Cloud technologies, such as Office 365 and Azure.
Technical and Process experience
  • Experience of working with multiple operating systems; knowledge of hardware and storage configuration and management.
  • Experience of working in physical and virtual environments.
  • Experience in ITIL or similar quality assurance standard and best practices.
  • Knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks, etc.) and the IT applications and service processes used within own organisation.

Desirable /
  • Microsoft Certified Solutions Expert : Windows Server 2012 / 2016
  • Microsoft Certified Solutions Expert : Exchange / Messaging
  • ITIL qualified.
  • Experience of working in a secure environment.

Skills
Essential /
  • Competent at verbal and written communication; accustomed to regular and effective client/user contact.
  • Ability to identifycomplex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Voluntarily takes the first steps to identify and address existing and potential obstacles, issues and opportunities.
  • Ability to solve technical problems that are caused by infrastructure design or malfunction.
  • Ability to collaborate with other members of the team or department in the pursuit of common missions, vision, values and mutual goals.
  • Patient and capable of prioritising tasks.
  • Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions.
  • Ability to identify measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

Desirable /
  • Ability to work with discretion and confidentiality.

Other Requirements
  • Expected to maintain and promote a high standard of information security.
Will require the necessary security clearance level (MV-SC minimum) to discuss initiatives and opportunities with stakeholders.
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ICT Department / Job Description / Revision/Date: / 13/06/16