Job Title: Senior Support Engineer Council: General Council Salary Scale: E1 £31,089 - £36,937 p.a (under review) Reports to: IT Operations Manager Hours: 37.5 hours per week Main function of job: To assist the IT Operations Manager in delivering PCIs IT Operations (ITOps) To provide third-tier backend, desktop & end-user support for all locations To ensure elements of the Business Continuity infrastructure are operational and effective To assume an autonomous role in delivering third-tier support for existing systems & software To manage rollouts and other infrastructure projects to agreed specifications and timelines To assist the IT management team by delivering administrative and technical support About The Role Responsibilities and Duties Complex Infrastructure Responsibilities 1. To maintain PCIs multi-site infrastructure in conjunction with the Head of IT, Deputy Head of IT and ITOps Manager 2. To understand and maintain the secure Network Segmentation infrastructure 3. To understand and maintain the Business Continuity infrastructure Support and Training Responsibilities 1. To project manage assigned deliverables within the programme of works, sub-allocating work to any IT staff or contractors, as appropriate 2. To provide IT advice and full support to PCI staff at all locations 3. To maintain operational integrity of the PCI infrastructure through proactive monitoring 4. To effectively use the incident management system to track & resolve issues to agreed SLAs 5. To autonomously manage infrastructure hardware and software rollouts 6. To build, deploy and document systems to agreed specifications 7. To maintain hardware and software asset registers 8. To perform defined system health checks at designated intervals 9. To design, maintain and support Assembly Buildings Building Management Systems & Audio-Visual technologies 10. To provide practical support to Assembly Buildings Conferencing 11. To provide management reports as necessary 12. To manage the IT stores, ordering and issuing as required Individual Specialist Responsibilities (First Point of Contact) 1. To assume full autonomy for complex, multi-component specialisms from the services defined in PCI IT Services Catalogue, as allocated by the IT management team For example, Finance Microsoft Cloud Telephony Services E-mail Services Building Management Systems & AV Technologies at all locations 2. To liaise directly with third parties to deliver appropriate outsourced technical support and services, when required, ensuring value for money, quality and acceptable SLAs Compliance Responsibilities To contribute in the enforcement of compliance policies relating to intellectual property, data protection and other legal and statutory regulations General and Procedural Responsibilities To work within IT policies and procedures To update IT documentation and configuration management systems To ensure system security & integrity at all times and mitigate risk, when necessary To work within GDPR and other regulatory constraints, following agreed standards and procedures To provide desk-based and formal training to staff, when required To ensure personal skillset remains current and relevant in order to fulfil the ongoing requirements of the post To carry out any other duties, requested by the IT management team, as is reasonable within the main function of the post. Required Criteria Third level qualification in an IT related discipline or at least three years experience in a similar support role within a medium to large organisation At least three years experience in a similar IT support role At least three years support and deployment experience of Windows Server or Windows desktop operating systems within an Active Directory or Azure infrastructure At least one years experience in administering a cloud-based, Azure infrastructure At least one years experience in project management and change management Experience in the installation, management and support of active network components (switches, routers and firewalls) Experience in diagnosing complex network faults (routing, subnetting, VLANs, VPNs and WAN), ideally in a multi-site environment Broad deployment and fault diagnostic experience of enterprise hardware (computers, components, servers, switches, routers, firewalls, telephony and network printers) Experience in configuration management, asset management and incident management Must be available for flexible working when required Willingness to commit to working within the Christian ethos of PCI Access to a vehicle for work purposes Desired Criteria Microsoft certifications, covering infrastructure & cloud Cisco CCNA certification Experience supporting a virtualised infrastructure Experience in supporting VoIP, VPN, Wireless LANs and IP PABX technologies Knowledge of IT compliance legislation and its practical implementation. Experience of Building Management Systems and Audio-Visual technologies Skills Needed About The Company WHAT PCI is one of the largest Christian denominations in Ireland, with over 500 congregations across Northern Ireland and the Republic of Ireland. PCI is committed to spreading the Gospel, serving communities, and supporting mission work both locally and globally. PCI provide practical care in through nursing, residential and supported housing, day services and more. Company Culture PCI fosters a culture of faith, service, and community. It values integrity, compassion, and inclusivity, encouraging members to live out their faith through worship, discipleship, and outreach. PCI provides a welcoming and supportive environment where individuals and families can deepen their faith, contribute to meaningful causes, and build lasting relationships within a vibrant Christian community. Company Benefits Vacation, Paid time off, Retirement plan and/or pension, Employee Assistance Scheme, Perks Card, Annual Rise, On the job learning, Progression opportunities, Bereavement leave Salary £31,089.00 - £36,937.00 per year Benefits: Vacation, Paid time off Retirement plan and/or pension Employee Assistance Scheme Perks Card Annual Rise On the job learning