Overview: The MRC’s Laboratory of Medical Sciences (LMS) is a scientific institute with a unique computing environment using Windows, Mac and Linux. In supporting world‑class scientific research, the post‑holder will contribute to an IT team responsible for delivering services that underpin pioneering scientific research. IT infrastructure focussed (3rd line) duties including maintaining and delivering solutions and support to the core IT infrastructure consisting of; network, firewalls, storage, HPC, and physical/virtual servers Assist and support the Head of IT in the delivery and improvements of all IT Services Contribute to a team that delivers IT services supporting world ‑ class scientific research and enabling breakthrough discoveries. The role also collaborates with Imperial College London (ICL) and Imperial College Healthcare NHS Trust; stakeholders in the work that takes place at the LMS Support client devices ranging from desktops, laptops, smartphones and tablets Support a wide range of operating systems such as Windows, Mac and Linux Work within the Cyber Essentials, ITIL and PRINCE2 principles particularly to support change management; planning and implementing changes to the IT infrastructure, leading and assisting projects and providing support to the team Adhere to and promote legislative and LMS IT policies Utilise a professional helpdesk solution for all operational work, task prioritisation, handling support requests and incidents Main Duties: Supporting and working in a small multiskilled team dealing with range of tasks supporting day-to-day IT activities, and working on projects associated with IT infrastructure including: Demonstrate in-depth expertise in 3rd line IT support across multiple forms of hardware and operating system stacks and providing ownership in specialist areas when necessary and resolve Helpdesk tickets within agreed SLAs Contribute to the IT strategy, plans, policies, processes and infrastructure development Identify technical solutions for continuous improvement and to assist in the review of proposed IT infrastructure changes and their implementation Support IT team members by providing support at 2nd line when required and encourage inter-team working with stakeholders and colleagues Resolve incidents and requests reported to the IT Support Desk and deal with escalations Support and enhance the server, desktop and network estate to ensure maximum practical availability and efficiency Focus on customer satisfaction providing professional, efficient and effective service Balance the needs of clinical and research staff and their equipment and the associated computational infrastructure Complete project tasks to agreed timescales, quality and risk Detail IT processes and infrastructure within agreed timescales Continue personal development and training across all IT infrastructure and services and keeping abreast of latest developments, particularly the areas of in-depth expertise Coach and mentor team members through sharing of knowledge and experience Be a point of reference and lead in specialist areas and assist in the day-to-day activities of the IT Support Analyst’s Support the Head of IT as Information Security Officer covering IT security and MRC security policy Have current knowledge of IT industry developments & standards including IT security Undertake any duties and tasks as required and agreed with the Head of IT Team activities: Support inter-team working with stakeholders and colleagues Desire to understand and ability to balance the needs of clinical and research staff and their equipment and the associated computational infrastructure Support sharing of knowledge and experience Be up to date on current knowledge of IT industry developments & standards Contribute to team debate through the Head of IT, supporting the review of proposed IT infrastructure changes and their implementation Reviewing and implementing MRC IT security policies Any duties and tasks as required and agreed with the Head of IT Key Responsibilities: 3rd line IT support and IT infrastructure management across the entire IT estate, including some 2nd line duties when required Managing and maintaining security aspects of infrastructure including administration and monitoring of firewalls, remote access solutions, anti-virus and various encryption methods Windows and Linux infrastructure server deployment and in-depth management Managing, creating, triaging and responding to IT requests to agreed SAL timelines via the IT ticketing system, IT helpdesk email and occasionally over the phone VMWare Virtualisation technologies management and maintenance Linux server and desktop operating system management, troubleshooting and maintenance Network infrastructure management and maintenance including; CISCO network administration, security and monitoring of the LAN and WAN connectivity including configuration, updating and monitoring of switches, routers and wireless access points Large scale data storage (NetApp, Dell) solution management including NAS, direct-attached and backup storage platforms HPC cluster configuration and administration within a Linux based environment Windows, Mac, and Linux device management utilising device management software including JAMF and ManageEngine Contributing to projects to agreed timescales, quality and risk with the support of the Head of IT HPC management and maintenance (including Linux queuing software systems such as SLURM) File sharing management using CIFS, SAMBA and NFS Installing new operating systems, updates and releases, for Windows, Mac and Linux Follow me printing infrastructure management Racking servers, patching fibre optic and CAt5/6A cables Contribution to the response to cyber security incidents, detection, mitigation and recovery Ensure confidentiality, integrity and availability of all data used by applications across information systems Provide hardware/software solution quotations where required using trusted suppliers Make sure that the processes needed for applications to function are running smoothly Providing instructions and training to staff when necessary Analysing error trends and root causes aimed at reducing/minimising down time Backup solution management and maintenance Preparing and maintaining documentation of all systems and databases and applications linked to them