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Network and IT 2nd Line Support

1st Choice Computer Appointments Ltd
Closing date
28 Jan 2022

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Technology & New Media
Contract Type
Full Time
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Network and IT 2nd Line Support
In order to fulfil the demands of this post, the post holder will need to work flexibly in response to service requirements. Early starts or late finishes and some evening and weekend work may be required from time to time, with prior notice. The role will require a combination of onsite and remote working. The mix will be flexible to reflect the needs of the business and ensure that there is a physical onsite presence from the IT department at the office during core business hours, Monday to Friday.
Job purpose:
To provide comprehensive high-quality services and support to the business at the physical Head Office, Warehouse, store sites and the company cloud-based platforms. Ensure the ongoing security and optimum performance of the network and infrastructure service is maintained. Ensure high-quality IT support services are delivered to the staff within an ITIL framework.
Main responsibilities
· Deliver robust, efficient and professional operational IT service to all colleagues
· Maintain documentation of systems, maps, procedures, user and technical information
· Respond to out of hours critical alerts as required
· Support the network equipment, PCs, Laptops and services, servers (physical and virtual), network storage devices, network communications equipment to provide continuous service to the business
· Support the Internet and VPN connectivity and services: connection to general internet and specific external resources, including Microsoft Azure
· Manage the Telecoms equipment and services via the 3rd party providers
· Deliver technical support as part of an ITIL Service desk team to provide best in class IT service and support
· Maintain current knowledge of best practice through self-study, courses and CBT
· Liaison with 3rd party providers to ensure current software versions deployed are up to date
· Deliver appropriate security updates and patches to maintain security
· Maintain the company network availability and resilience through regular review and ongoing monitoring
· Support the configuration and deployment of hardware resources
· Actively learn and self-develop to stay up to date with developments in area of expertise and to meet the changing needs of the job, team and organisation by participating in appraisal and appropriate learning activities
· Contribute to the organisation and to its positive culture and values
· Represent the IT Department and the company in a professional and positive manner with both internal and external stakeholders and in doing so reflects the values of the business
· Undertake any other duties that may reasonably be required, and are commensurate with the grade of the job, in furtherance of the objectives of the business
· Ensure compliance with company policies, procedures and contract of employment
Person specification:
Training and qualifications
Higher Education or equivalent IT certifications
· Security qualification
· ITIL qualification
· Microsoft certification
Knowledge and experience
· Experience of working in a similar role supporting networks, network security and infrastructure
· Experience of working as a part of a wider, multidisciplinary team in the delivery of projects
Experience of:
· Network management (switches, routers, etc.)
· Virtualisation platforms
· VOIP telephony
· AD
· Sophos X
· Windows Server
· Windows Desktop
· Office 365
· Linux Administration
· SQL Server / Database Management
· Azure
· Sophos X
· HP Server Technology
· SharePoint
· ITIL ServiceDesk
Skills and abilities
· Able to work collaboratively and sustain effective working relationships with diverse colleagues, partners and clients
· Able to organise their own work and time productively
· Has an appreciation of the core work of the Business and the contribution of this role
· Able to prioritise and plan the workload
Has proven experience in similar role
Personal qualities
· Committed to providing a high standard of work and continuous improvement
· Appreciates the value of diversity
· Has a proactive approach to addressing challenges
· Committed to continued learning
· Willing to accept responsibility and opportunities appropriate for the role
· Has a flexible approach to their role and to change
· Has a good level of self-awareness
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