JOB DESCRIPTION

January 2014

Job title: Senior IT Support EngineerDepartment: Information Technology

Team: Information TechnologyJob holder:

Reporting to: IT Manager

Aim

To provide operational 3rd line support for Crisis’ IT infrastructure including:

  • Ensuring the continued support, maintenance and operation of all Crisis’ IT network systems, servers and desktop PC’s to agreed levels of service
  • Proactively supporting users and systems on all Crisis sites through regular visits.
  • Safeguard and protect the IT systems by adhering to industry standard security and virus protection standards.
  • Ensuring that technical support exists for all Crisis IT infrastructure upgrades and IT projects.

Dimension

  • Occasional supervision of IT Support Officers and IT volunteers.

Circumstances

  • 35 hours per week.

Salary

  • £33,538 per annum

Organisational chart

Principle Accountabilities

  • Assist the IT Manager with operational management and support of the entire Crisis IT infrastructure, including; Windows 2003, 2008 & 2012 servers, Windows 7 client desktops, Exchange (2007/2013) email system, VMWare vSphere infrastructure, Citrix XenApp environment, NetApp disk storage system, routers, data switches (HP & Cisco), structured cabling systems, internet connectivity, UPS’s and any other hardware comprising the Crisis systems infrastructure estate.
  • Undertake regular on-site visits to Crisis’ 10 regional sites to assess, troubleshoot and resolve any system problems, meet with staff and address any service issues or plan for system upgrades or changes.
  • When required, deputise for the IT Manager to provide cover for annual leave or sickness absence.
  • Proactively monitor all appropriate systems to ensure they function within agreed service levels during advertised periods and report issues to the IT Manager
  • Undertake, in conjunction with the IT Manager, proactive maintenance of the IT servers, infrastructure and desktops including; applying system patches, critical software updates & upgrades and corrective hardware repairs.
  • Adhere to change control and project management disciplines when undertaking planned infrastructure work and ensure this is conducted outside of supported business hours wherever possible.
  • Safeguard the physical and network security of all systems through the implementation and control of physical safety measures and network system monitoring tools.
  • Manage & monitor all Arcserve/NetApp backup systems, to ensure that daily backups are completed reliably and that regular restore tests of all backup media (including Netapp SAN backup tools i.e. SnapManager) are completed to ensure the integrity of current/archived data.
  • Assist with the ongoing delivery of a streamlined desktop infrastructure upgrade and delivery programme using Acronis Snap & Deploy disk imaging system.
  • Appropriately document and escalate system issues or concerns to the IT Manager or Head of IT & IS in a timely fashion
  • Proactively monitor system security, including virus protection, operating system patches and hot fixes, to ensure that all systems run with the maximum and most up to date software revisions.
  • Where appropriate, and in the event of system outages or issues, liaise with the maintenance and support engineers, to ensure that they undertake any remedial work responsibly and efficiently.
  • Undertake ad-hoc infrastructure projects as directed by the IT Manager or Head of IT & IS
  • Assist with Disaster Recovery planning and execution.
  • Ensure the operation of all systems are in compliance Health & Safety policies and where applicable carry out risk assessments
  • Engagement in out-of-hours work at least every other week and/or for the occasional agreed weekend.

General

  • To develop and maintain an understanding of the charity’s work and the needs and circumstances of homeless people
  • To comply with Crisis policies and procedures, including Health and Safety policies, for which all employees owe a duty of care both to themselves and others, in accordance with the Health and Safety at Work Act
  • To carry out any other duties that may reasonably be required in the light of the main purpose of the job.

Person Specification

Essential

  1. Substantial experience in installing, configuring and supporting complex Windows network and server systems
  2. Intermediate level experience of configuring and supporting at least three of the following technologies; VMWare, Citrix XenApp, NetApp, Microsoft Exchange
  3. Qualified and proven experience in building, managing, supporting and troubleshooting an enterprise networked environment
  4. In-depth knowledge of networks and their operation including IP Addressing, VLANs, TCP/IP and data cabling, switch and router configuration etc.
  5. Ability to work in a high pressure environment and be able to appropriately prioritise conflicting demands
  6. Excellent time-management and personal organisational skills, coupled with good interpersonal skills, must be a team-player.
  7. A willingness to work occasional unsocial hours
  8. Ability to approach problem solving in a logical and methodical way
  9. Experience of preparing, writing and delivering reports as requested for senior management
  10. Proven experience of project management and change control disciplines
  11. Ability to show initiative, a ‘can-do’ attitude and be pro-active when faced with new situations
  12. Excellent communications skills both verbal and written
  13. Commitment to Crisis’ purpose and values including equality and social inclusion

Desirable

  1. Understanding and experience of working in the voluntary sector
  2. Appropriate, recognised and current technical certification (MCSE, CNNA, CCNP, Network+ etc.) or similar industry standard certification.
  3. ITIL foundation or practitioner accreditation
  4. PRINCE2 Project Management practitioner
  5. Commitment to the aims of the organisation

We encourage applications from all sections of the community particularly those with personal or previous experience of homelessness.