JOB DESCRIPTION
REPORTS TO: Application Specialist Support Officer (AO)
RESPONSIBLE TO: EA Application Architect
Key Purpose of Role
The postholder is an ICT support officer with responsibility for support of an efficient and an effective ICT support infrastructure within the Networks and Infrastructure ‘Application Architect’ team, to ensure continuity and availability of ICT systems throughout the Education Authority (EA). The postholder will also assist the Application Specialists and Application Support Specialists in the development and implementation of ICT systems to support EA business requirements.
The Application Support Officer will provide support to the Application Architect team and other services in relation to the following areas:
1. Servers and Systems Architecture,
2. Data Centre Architecture,
3. SharePoint,
4. Application Hosting,
5. Application Publishing,
6. Web Filtering Systems,
7. Remote Access Systems,
8. Microsoft 365
Main Duties and Responsibilities
Technical and Systems Support
1. Assist with the setting up, operation, and maintenance of ICT systems and related peripherals in Education Authority main buildings, and out centres
2. Be responsible for regular and systematic back-ups of relevant systems on the network and standalones ICT systems in the Education Authority.
3. Provide technical support and advice in all areas relating to Education Authority ICT systems, hardware and software, undertaking visits to out centres where necessary.
4. Investigate and research technical solutions to ongoing technical problems, formulating technical procedures where required, and contribute to the broader development of the unit’s ICT facilities.
5. Technically evaluate hardware and software (and be aware of the current market) to assist in the provision of an ICT service to Education Authority Units and out centres.
6. Assist with the development and maintenance of the ICT Service unit’s Help Desk system. Involves monitoring fault levels, assisting in the co-ordination of problem solving and change management issues, fault allocation, escalation, and reporting, to ensure a high level of support is provided to all Education Authority users.
7. Provide specifications and technical information to all units on all technical matters relating to infrastructure, desktop, networking and applications requirements in Education Authority main buildings and out centres.
8. Liaise with ICT suppliers of goods and services in the delivery of a support service as appropriate.
9. Liaise with External Service Providers in respect of work undertaken through maintenance contracts.
10. Project-lead the design, development, and implementation of small ICT systems/assignments using corporate standard technologies.
Operational
11. Undertake a variety of Operational activities in support of Education Authority unit’s ICT systems as necessary.
12. Create and maintain a timetable schedule for operational activities and security back-ups, undertaking security back-ups, looking after disks and other storage media and maintenance of backup records.
Training
13. Assist Education Authority personnel with the operation of a variety of hardware and related software.
14. To participate in the planning, design and delivery of a programme of technical training and the production of related documentation.
15. Provide advice to Education Authority personnel on software packages commonly used in the Education Authority.
16. Formulate procedure documents to guide Education Authority personnel in the use of ICT hardware and software.
Administrative and Resource Management
17. Assist in the setting up and maintenance of the Education Authority’s ICT resources (hardware and software), in relation to configuration, sizing, profiling, performance and access controls.
18. Assist with the requisitioning of resources, hardware and software, for all Education Authority Units
19. Assist in the maintenance of an up-to-date electronic inventory of Education Authority ICT resources.
20. Ensure that copyright rules in the Education Authority are maintained
21. Help ensure that all software licenses are maintained and up to date.
22. Provide regular reports as required by the line manager.
23. Monitor the proper use of all IT equipment in Education Authority main buildings and out centres, ensuring that health and safety regulations are adhered to.
Research and Development
24. Participate in the research and development work of the Networks and Infrastructure Service, including specification of systems.
25. Engage in an active programme of research and development to ensure that problems that Education Authority Units may encounter are minimised.
26. Engage in development work requested by Education Authority units and agreed with the line manager.
27. Assist with the maintenance and enhancement of the Education Authority’s ICT systems.
28. Keep fully conversant with various developments in ICT, particularly in relation to application systems, the Internet and software products which may impact on the work of the Unit.
29. Liaise with hardware and software suppliers and manufacturers and contact help lines or technical support facilities in order to minimise faults.