Job Band
(eventually Global Grade) / D1
Reporting to / Information Technology Infrastructure Manager
Employees reporting to role / None
Financial Responsibilities / Nil
Purpose of Job / To assist in the maintenance and support of all aspects of the Commission’s IT requirements. To provide second and third line support to Users of the Commission’s IT systems. To maintain the servers and supporting infrastructure.
Key responsibilities and accountabilities
General
  • Carries out second line support for all aspects of the Commission’s IT infrastructure on all sites in person, on the phone or via remote connection.
  • Liaises with 3rd parties to obtain support for the Commission’s systems.
  • Carries out advanced fault finding and problem solving of a more complex nature on software and hardware issues and escalates more complex faults and requests to the Information Technology Infrastructure Manager.
  • Build and configuration of servers and networking equipment including upgrades as required on a project basis or directed by the Information Technology Infrastructure Manager.
  • Ensures servers are built and commissioned into the production environment with all appropriate IT policies and standards being followed.
  • Ensures servers are kept up to date with patches and anti-virus updates.
  • Provides support to Information Technology Support Analysts.
  • Provides support to the Information Technology Infrastructure Manager.
  • Develops, documents and publishes infrastructure documentation, ensuring these documents are updated as appropriate.
  • Maintains knowledge of the Commission’s IT infrastructure and ensures that dependencies are understood and managed accordingly.
  • Is able to travel within the UK and to Commission offices overseas at short notice.
  • Undertakes tasks relating to Capacity and Availability management, producing reports on metrics as defined by the Information Technology Infrastructure Manager.
  • Ensures second line incidents, service requests and associated tasks are carried out within the Service Desk process, procedures and aligned to the agreed SLAs.
  • Ensures change management and associated tasks are carried out within the Service Desk process and procedures.
  • Keeps up-to-date with infrastructure technology developments.
  • Assists with research, planning and implementation of Infrastructure Projects.
Team Performance
  • Participates in team activities and contributes towards improvements in Departmental performance standards.
Project Responsibilities
  • Assists with projects in accordance with the Commission’s project management standards and processes.
Financial & Risk Management
  • Testing of Disaster Recovery and backups as required.

Key contacts and relationships
  • Responsible to Information Technology Infrastructure Manager.
  • Colleagues within the Information Technology team.
  • Liaison with suppliers.
  • Members of staff

Knowledge &qualifications/experience required
Essential
  • 5 GCSEs or equivalent, including Maths and English.
  • A minimum of 5 years’ experience supporting and developing IT infrastructure servers, software and hardware products, LANs, WANs and telephony.
  • Microsoft MCSE / MCITP Server Administrator or Enterprise Administrator qualification.
  • (Minimum CCNA or equivalent).
  • Microsoft Windows Server 2008R2 and 2012R2 administration.
  • Microsoft Exchange Server or Exchange Online
  • Microsoft Hyper-V Virtualisation platform.
  • Microsoft System Centre Virtual Machine Manager 2012R2
  • Cloud Technologies – Microsoft Azure/Office 365/Amazon Web Services
  • Microsoft Remote Desktop Services administration.
  • ITIL Foundation level.
  • Full Passport.
  • Full Car Driving License.
Knowledge & qualifications/experience required continued
Desirable
  • Honours degree in Information Technology.
  • LANDesk Service Desk and Management Suite.
  • NetApp Storage Area Network administration.
  • HP Procurve Switch administration.
  • Solorwinds Monitoring
  • ShoreTel VoIP support and administration.
  • Microsoft VB.net, VBScript and PowerShell programming.
  • Microsoft SQL Server 2008 / 2012 administration.
  • Citrix XenApp 7.5
  • Voice & Data network administration including VLANs, Trunking, Routing, QoS and Firewalls
  • Sophos UTM 9
  • Citrix Netscaler MPX 8005
  • Asigra Cloud Backup

Competencies & Key Skills
  • Self-starter, able to take the initiative in prioritising workloads and meeting deadlines.
  • Makes a positive impression and treats colleagues, clients, suppliers & other third parties with respect.
  • Results driven taking responsibility for planning and organisation of tasks.
  • Acts with integrity and has high ethical standards.
  • Is resilient and flexible even when under pressure.
  • Communicates effectively, both verbally and in written communications with the ability to use the appropriate level of technical language depending on the audience.
  • Excellent technical problem solving and analytical skills.
  • Ability to team work in a multi-cultural environment.
  • Good organisational time management skills with the ability to prioritise workload and complete tasks within a given timeframe.
  • Good inter-personal skills with the ability to interact with people in multiple business roles.
  • Accuracy and attention to detail are essential to maintain integrity of the Commission’s systems and documentation.
  • Excellent customer service skills.
  • Ability to work proactively with little direct supervision.
  • Committed to professional development.

March 2013