Infrastructure Support Analyst Team : Infrastructure and Security Department : Information Systems Directorate : Business Services Role purpose (why the job exists and its contribution) Provide day to day support for IT infrastructure and security functions Key responsibilities (the key areas of the role holders work Provide the lead on new applications and systems projects. Including research, testing, documenting and deploying to users as directed by the Infrastructure Manager. Provide technical lead on policy objects and configurations of infrastructure and security systems. Including research, creating, testing and deploying policy objects and configurations to users or devices as directed by the Infrastructure Manager. Provide advanced 3 rd line support for network, server and security issues, and core technologies as required, ensuring timely resolution of complex technical challenges. Assist with the configuration and maintenance of core infrastructure applications and security systems to optimise performance and safeguard operations. Support the implementation, installation, and maintenance of the Unions IT infrastructure as directed, adhering to established directives and best practices. Conduct regular update of network and central systems, installations, configuration, security, procedures and practices, and assist in documenting procedures. Prepare, update and maintain comprehensive IT documentation as required including system manuals, user guides, project reports and incident reports for IT staff and end users. Assist with the configuration, backup and security protocols for critical and distributed network systems, ensuring off-site storage, disaster recovery, high availability and overall business continuity. Provide technical assistance to new and ongoing projects. This will include undertaking research work, liaising with external suppliers, evaluating technical proposals and providing evidence based reports to inform development initiatives. Research new and emerging technologies which may further the Unions goals, enable more efficient working, or otherwise impact the Unions work. Including technologies which might impact the security of infrastructure systems and applications or enable new, more efficient or sustainable ways of working. How the National Education Union works These principles set out the culture and approach of the NEU. The role holder: Models professionalism and integrity and acts in accordance with the NEU values Supports the democratic processes Promotes an organising culture across the union Works collaboratively and empowers others Is committed to innovation, learning and continuous improvement of working practices, organisational culture and resources. Adopts a proactive and flexible approach Key relationships These are the main working relationships that the role holder will develop. Infrastructure and Security Manage : The role holder will be line-managed by the Infrastructure and Security Manager. Information Systems Department : The role holder will work collaboratively within the Information Systems Department to ensure optimal support and service is provided to all NEU system users. External Suppliers : The role holder will work closely with external suppliers to ensure the NEUs systems are secure, properly maintained, documented and supported. Demonstrable key skills, knowledge and experience The role holder must be able to demonstrate these capabilities to fulfil the role to a satisfactory standard. Qualifications Degree or further education MCP MCSE or equivalent experience (desirable) Well-developed literacy and numeracy skills; Resource management & Planning Experience of establishing and managing effective relationships with key external stakeholders. For example, service and maintenance providers. Ability to plan, set goals and prioritise work Thinking challenge Current knowledge of network, server and security issues together with and associated core technologies and back-up procedures; Ability to evaluate information to respond to a range of queries within established guidelines and procedures; Experience of exercising judgement and ability to make decisions within accepted parameters; An analytical approach to problem solving; Ability to undertake research projects; Ability to maintain confidentiality; Communication Communication skills (including active listening skills), and ability to relate to a range of people in a range of situations; The ability to write clearly and concisely. For example, support and user documentation; procedural documents; project reports; analysis and evidence-based reports; Operational delivery Experience of implementing and/or assisting with WAN/LAN installations and configurations both hardware and software. Assisting with security and backup procedures for all cloud and on-premise data hosting and devices. Ability to remain up-to-date in respect of emerging technologies, and assist in technical evaluations; Good planning, coordination and organisation skills; Ability to manage project work within given deadlines; Ability to provide advice, guidance & mentoring (both written and verbal). For example, to support delivery of the work of the IT Helpdesk. High attention to detail, accuracy and legal compliance ; Ability to work pro-actively and independently, whilst also contributing as an effective team member; Experience of working collaboratively. In-depth knowledge of the Unions IT systems and applications to provide a comprehensive user support service; Work demands The ability to work under pressure and to meet agreed deadlines; The requirement to work occasional evenings, weekends or flex working arrangements which are necessary for the performance of the role; The requirement to travel to attend (occasional) activities, conferences and meetings away from the normal place of work, and which may involve stays away from home. These could be locally, regionally or nationally. Additional relevant requirements Is committed to the trade union movement and in particular the role of education unions; The requirement to maintain awareness of legislation and regulations relevant to the role, for example, data protection. The requirement to undertake professional development and training as necessary for the performance of the role. For example, training in new systems and applications. An understanding of commitment to the NEUs objectives to promote equality and oppose unfair treatment. This role description will be kept under review and can be adapted to meet the changing needs of the National Education Union, subject to appropriate consultation