ITF Job Description

Job Title: IT Infrastructure Engineer (C3)

Department: Systems and ICT

Reporting to: Head of Systems and ICT

Main purpose of the role:

To provide third line technical assistance and system administration support to ITF staff. Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. This includes planning, developing, installing, configuring, maintaining, supporting and optimising all hardware, software and communication links within the local IT estate, and providing problem resolution involving the use of diagnostic tools. This position will need to be adept at monitoring the ongoing operation of the servers and providing utilization reports to identify problems and corrective actions as needed.

Key Responsibilities:

  • Provide 3rd line support - troubleshooting of IT related problems from in-house software to hardware, such as Citrix, Exchange, Blackberrys, Laptops and Thin Clients
  • Responsible for the creation and maintenance of documentation on of the system configuration. To include troubleshooting guides to update an end user knowledgebase
  • Provide low level of project management support
  • Perform daily system monitoring, including routine audits and the analysis of systems log to identify potential issues,verifying the integrity and availability of key systems, performance tuning and preventative maintenance as required
  • Management of server patching including upgrade process
  • Performance reporting to support capacity planning and infrastructure administration
  • Perform regular Disaster and Recovery analysis, ensuring processes are documented for system recovery
  • Introduce and integrate new technologies to leverage resources and enhance infrastructure
  • Maintain an Active Directory environment
  • Maintain a Microsoft Exchange environment
  • Investigate and troubleshoot firewall issues
  • Management of mobile devices to include iPads, Blackberrys
  • Management of meeting room setup to include video conferencing and audio visual
  • Receive, log and manage calls from users via telephone, web and email and adhere to all service management principles
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution and update knowledge base with new identified fixes
  • Escalate unresolved calls to theHead of Systems
  • Arrange for external technical support where problems cannot be resolved in house
  • Assist the development of other members of the IT team in terms of technical skills transfer whenever possible

Person Specification:

  • Key skills include: Windows Server 2008, Microsoft Exchange 2010, Active Directory, Group Policies Networking (TCP/IP, DNS, DHCP etc.) Terminal Servers, Firewalls, Microsoft Windows OS (XP, 7 and 8), Citrix Remote Access/XenApp and XenDesktop
  • Desirable skills: SQL Server, Appsense. Understanding of SAN technologies including iSCSI and fibre channel connectivity, application packaging/publishing and deployment through Citrix
  • Incident Management experience
  • Excellent communication skills and telephone manner.
  • Excellent organisational and time management skills
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • A people person who has the ability to present ideas in a user friendly language
  • Commitment to social justice and trade unions

Qualifications:

  • Citrix Certified Administrator (CCA) would be desirable
  • Citrix Certified Enterprise Administrator (CCEA) would be desirable
  • Microsoft Certified Technology Specialist (MCTS) would be desirable
  • Microsoft certified solutions expert (MCSE)would be desirable

MARCH 2013

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