Senior Infrastructure Technician

04 Oct 2017
02 Nov 2017
Contract Type
Full Time
Main purpose of the job With the Infrastructure Services Manager and the ICT Infrastructure Team, ensure the delivery of day to day ICT support to the organisation's users, covering servers, network, applications, desktops, laptops, telephony and mobile devices. On a rota basis, undertake daily checks and maintenance (e.g. checking back-ups) and act as the 2nd and 3rd line escalation point of contact in resolving user and technical issues. Maintain a pro-active role in monitoring all requests, incidents and problems, having complete visibility on the Infrastructure Service Desk. Respond to Service Desk phone calls/tickets as needed, but focus on 2nd and 3rd line tickets and activities taking on tickets escalated by the 1st/2nd line Infrastructure Technicians. Escalate when necessary to the Service Desk Manager. . Contribute to the maintenance and documentation of the infrastructure estate: records of ICT builds, hardware, licences, systems configurations, change requests, systems and processes etc. Undertake infrastructure project work and continuous improvement activities as part of the annual work plan. Main contacts which the post holder has within and outside the organisation All ICT users - all staff: on site, at satellite offices and working remotely, On-site and remote ICT users at TVH suppliers, e.g. the outsourced Repairs provider, hardware/software suppliers and service providers. Principal accountabilities expected of the post holder Help deskand Reactive Infrastructure Support Proactively undertake the day to day delivery of Infrastructure Service Desk operations. This will involve providing hands-on support to users, as well as back-end troubleshooting of servers and network. Front-end support includes thin clients, PCs, laptops, smart phones and tablets; VOIP telephony, MFDs; and various applications in addition to MS Office. - Ensure that infrastructure tickets received by the Service Desk are resolved within agreed timescales and quality; escalating to the Service Desk Manager when needed. Keep users informed of progress; monitor and respond to satisfaction ratings. - Act as 2nd and 3rd line escalation point for the Infrastructure Technicians Undertake 1st line technical support and related duties when required. - Liaise with hardware and software suppliers and service providers. - Undertake change management of the infrastructure estate. - Troubleshoot IT infrastructure including servers and network. Back-end support will include Active Directory, Exchange 2010 / Office 365, VMware, Cisco phone system, Veeam and Citrix XenDesktop. - Work as part of a shift rota, providing cover from 08.00-16.00 or 10.00-18.00, alternating, as agreed with manager. Undertake after-hours/weekend work as required (with paid overtime or time off in lieu). - Support all TVH working locations, by connecting remotely or making trips to satellite offices when necessary (e.g. NHS offices, Fizzy sites and Woking). Service Desk Operations According to rota, take responsibility for day to day maintenance tasks and incident and problem management, working with the Service Desk Manager to ensure that any lessons learned are fed back into the team's plans and processes; and that formal incident reports are compiled. This will include: - Daily back-ups - Monitoring systems capacity and performance (using appropriate tools/ alerts) - Applying patches and upgrades, for business applications as well as core infrastructure. - Assist in maintaining data security, including comprehensive back-up and recovery arrangements. Ensure physical infrastructure security is maintained. Advise users on data security. - Contribute to, and take part in, Disaster Recovery exercises and Business Continuity planning as needed. - Coordinate with internal and supplier resources to ensure that all infrastructure activities are undertaken with minimal business disruption, and are properly documented and communicated. - Ensure that assets and licences are appropriately recorded and renewed. - Undertake user provisioning activities, including AD accounts and permissions, systems/image deployment, mobile devices configuration and mobile phone activations as appropriate. - Administer mobile phone contracts, services and handsets. - Administer effective asset management of the tablet and laptop estate. - Adhere to systems, processes, policies and documentation emanating from the Infrastructure Architecture Team. - Collaborate with the Infrastructure Architecture Team in achieving efficient and effective Service Desk functions and services. - Promote best practices, continuous improvements and quality service delivery with the Service Desk. Contribute to and maintain the knowledgebase repository for technical issues/resolutions, how to guides and related documentation both for internal use and for service users. - Support and administer the printer estate (HQ and remote sites) and meeting room audio visual equipment. Support and manage video conferencing equipment and Skype meetings. - Assist in maintaining data security, including back-up and recovery and physical infrastructure security. - Ensure Service Desk service level agreements are adhered to ensuring consistent quality and timeliness in service delivery. Projects Take an active role in projects, under guidance from the Service Desk Manager and the Infrastructure Architecture Team, dependent on experience and business need. Miscellaneous - Carry out other duties as may be reasonably assigned from time to time by the Service Desk Manager compatible with the level of this job description. - Assist with office desk and ICT equipment moves and changes. This can involve moving furniture, equipment, and cabling around desks. PERSON SPECIFICATION Knowledge, Experience & Skills Essential/Technical - Extensive experience of working in Service desk environments - 1st - 3rd line, using ITIL compliant service desk ticketing systems. - Excellent troubleshooting skills and delivering high levels of customer service. - Support and administration of Microsoft Windows 7 & 10 and Windows Server 2008 & 2012, including Active Directory administration and Group Policy management, systems imaging and deployment. - Support and administration of virtualised environments and VDI - Citrix and VMWare 5/6 - Experience of supporting productivity suites: Microsoft Exchange 2010 / Exchange Online and Microsoft Office, ideally Office 2010 and Office 365. - Experience of undertaking time critical project based tasks and activities. - Experience of supporting and configuring a VOIP System - Supporting and administering mobile devices (laptops, smart phones, tablets, Apple IOS, Android). - Network printers / multi-function devices e.g. Xerox. Desirable Support, administration and management of: - Microsoft SCCM - Support and administration of Cisco Unified Communications Manager / Cisco telephony systems. - Video and audio conferencing - Skype, meeting room audio visual equipment - AMX, Crestron. - Mobile device management solutions - e.g. Microsoft Intune. - Experience of supporting and administering Apple devices and operating systems. - Have use of a car for occasional visits to remote sites. Qualifications - MS Certified Administrator (MCSA 2012) or equivalent - ITIL v3 Foundation
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