Overview: The MRC’s Laboratory of Medical Sciences (LMS) is a scientific institute with a unique computing environment using Windows, Linux and Macs. Supporting world class scientific research, the post-holder will be part of a IT team that delivers ICT services that enable pioneering science to take place. IT infrastructure focussed (3rd line) duties maintaining and delivering solutions and support to the core IT infrastructure consisting of; HPC, network, storage and server infrastructure Be part of a team that delivers ICT services that support world class scientific research and enables ground-breaking science to take place Support and work within a close-knit team of IT colleagues in the LMS’s Computing Facility based at the LMS at Hammersmith Hospital, the role collaborates with Imperial College London (ICL) and Imperial College Healthcare NHS Trust; stakeholders in the work that takes place at the LMS 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 Assist and support the Head of IT in the delivery and improvements of all IT Services Support client devices; desktops, laptops tablets and smartphones Adhere to legislative and LMS IT policies To use 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 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 ICT 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, creating, triaging and responding to IT requests to agreed SAL timelines via the IT ticketing system, IT helpdesk email and occasionally over the phone Contributing to projects to agreed timescales, quality and risk with the support of the Head of IT Windows, Mac, and Linux desktops and laptop management Windows and Linux infrastructure server deployment and in-depth management HPC management and maintenance (including queuing systems such as SLURM) File sharing management using CIFS, SAMBA and NFS VMWare Virtualisation technologies management 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, ISILON, Dell) solution management including NAS, direct-attached and backup storage platforms Managing and maintaining security aspects of infrastructure including administration and monitoring of firewall, remote access solutions, anti-virus and various encryption methods Installing new operating systems, updates and releases, specifically for Linux, Windows and Mac Follow me printing infrastructure management Racking, fibre optic and Cat5/6A cable patching HPC cluster configuration and administration within a Linux based environment Linux server and desktop operating system management and maintenance 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 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 Working Relationships: The role reports directly to the Head of IT and involves carrying out all assigned tasks and projects as allocated by the Head of IT They will work as part of the LMS IT Support team and, on occasion, liaise with Imperial College IT personnel regarding specific shared resources and cyber matters The post-holder will collaborate with LMS research and administrative staff to provide IT support and contribute to project-related activities Task allocation across the IT team will be managed by the Head of IT, who will assess priorities and reassign responsibilities as needed