Key responsibilities
:
1. 1st-2nd and some 3rd line IT support across the entire IT estate
2. Managing, creating, triaging and responding to IT requests via the IT ticketing system, IT helpdesk email and occasionally over the phone
3. Act as the first technical point of contact to fix application and systems issues including investigating, diagnosing and resolving system and application faults and errors
4. Installing new operating systems, updates, and releases, specifically for Mac and Windows OS with some Linux
5. Ensure confidentiality, integrity and availability of all data used by applications across information systems
6. Make sure that the processes needed for applications to function are running smoothly
7. Identifying organisational need for new applications
8. Preparing technical specification for software
9. Implementing, testing and integrating new applications
10. Performing routine system backups and upgrades
11. Providing instructions and training to staff when necessary
12. Booking in delivered hardware/software items according to the booking in process
13. Analysing error trends aimed at reducing/minimising down time
14. Assisting with backup solution maintenance
15. Provide hardware/software quotations where required using trusted suppliers
16. Scheduling and running regular tests to enhance the current systems and applications
17. Identifying and implementing functionality changes where required
18. Preparing and maintaining documentation of key databases and applications linked to them
19. Resolving and actioning IT Helpdesk queries to agreed SLA timelines
20. Desire to understand and ability to balance the needs of clinical and research staff and their equipment and the associated computational infrastructure
21. Contributing to project tasks to agreed timescales, quality and risk with the support of the Head of IT
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Education / Qualifications / Training required (will be assessed from application form):
Essential:
22. Degree level qualification in Computing/related discipline or equivalent professional experience
Desirable:
23. ITIL v3 Foundation or equivalent
24. PRINCE2 Practitioner or equivalent project management qualification
Knowledge and experience (will be assessed from application form and at interview):
Essential:
25. Experience of working in and supporting an IT Support Helpdesk.
26. Managing, monitoring and responding to IT requests
27. Working experience of Mac and Windows, with some Linux
28. Ability to use Line Manager and stakeholder feedback to make improvements to the delivery and of ICT services
29. A high level of customer service and communication skills when dealing with internal and external colleagues and stakeholders
30. Experience of virtualisation technologies
31. Experience with backup technologies
32. Understanding of the computer cluster hardware with the ability to coordinate the repair of hardware failure
33. Excellent written communication skills in English
Desirable:
34. Working knowledge with High Performance Computing, GPU Applications and Tools support
35. Ability to improve speed and reliability of Computing Systems through application optimisation
36. Supporting IT projects using project management techniques
37. Knowledge and support of IT security matters
38. Experience of optimisation of applications such as R, Matlab, Nagios, SLURM, Open Stack, Cuda, Sigmaplot, Exceed, Graphpad, Cognos, Shiny Apps, Docker, experience of shell scripting
39. High level experience in storage technologies, backup and networking configuration and protocols
Personal skills / Behaviours / Qualities (will be assessed at the interview):
Essential:
40. Excellent verbal communication skills in English
41. Plans, multi-tasks & prioritises own time effectively and efficiently to achieve results and to switch between tasks quickly, staying in control of problematic situations
42. Able to organise and prioritise resources to ensure short- and long-term targets are met
43. Be highly motivated, flexible and innovative in their approach to work
44. Ensures appropriate engagement of colleagues with relevant stakeholders and issues
45. Able to self-motivate when working independently, as well as part of a team
46. Able to develop and encourage cross-boundary working relationships
47. Values diversity and demonstrates respect for other team members
48. Contribute positively to IT and cross-functional teams and shares knowledge and skills
Desirable:
49. Experience of contributing to team debate to help identify future opportunities and team development
50. Displays ability to build appropriate networks and manage a range of stakeholder interests
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