A hybrid role that provides an efficient and cost-effective delivery of first and second-line support for information
systems and related technology services within Octavia. To support the smooth operational running of Octavia’s DT
Infrastructure and Applications.
Key Responsibilities
Infrastructure Support
* Provide first and second-line support of issues regarding the DT and communications infrastructure, in accordance with service level targets as set by the DT Service Delivery Manager
* Receive incident reports and service requests from a variety of sources (e.g. in person, by telephone, email, text, Teams, workplace, from the Service Desk tool or via automated alerts) and ensure that all service requests, incidents and problems are logged, categorised, analysed, allocated, tracked, escalated, resolved and closed within defined processes and parameters
* Where necessary, to liaise with or pass the job to other colleagues inside and beyond DT; or to flag a particular issue to the DT Service Delivery manager, for onward escalation
* Provide Infrastructure support, including PRTG, Exchange Server, Teams, Azure, M365, IIS, Active Directory, DNS, ADFS, DHCP, SQL Server, Sophos, Rubrix, Forcepoint, Mimecast email filtering & archiving, AVD and Endpoint Manager Mobile Device Management, WAN and collaboration tools
* Maintain and carry out minor changes to Puzzel, Teams, Intune, Dell & Cisco network switches and Fortigate firewalls
* Provide client support – end users devices typically windows, mac, IOS and android
* Carry out routine proactive tasks and monitor systems to reduce system downtime
* React to system alerts and troubleshoot, act or escalate as appropriate
* Ensure the robustness and reliability of all DT equipment and systems across all sites
* Ensure that all DT equipment and software is appropriately asset tagged and asset managed in accordance with policy
* To ensure that any obsolete/redundant DT equipment is disposed of securely in line with policy and in accordance with legislation (i.e. Data Protection/WEEE Directive)
* Ensure adequate documentation of all aspects of the DT infrastructure and processes
* Recommend ways for DT Team to improve its effectiveness and service, including hardware and network enhancements
Customer Service
* Be responsible for all assigned Infrastructure related support incidents and project work and satisfactory resolution to agreed ITIL derived best practice standards
* Ensure work is prioritised effectively and communicated back to stakeholders
* To create or contribute to documentation and/or training material, including FAQs, how-to and self-help guides, video clips, etc
* Mentor, train and provide cover for members of the DT Service Delivery team as and when required
Business Continuity
* Ensuring backup regimes are effective and tested regularly
* Be aware of technical aspects of business continuity testing and implementing solution where necessary
Security & Governance
* To uphold data protection and information security good practice, advising staff on good practice and escalating these and related issues when necessary
* Maintain security against hacking, viruses, spyware etc
* In conjunction with suitably accredited suppliers, develop and maintain appropriate security measures against internal and external threats
* Ensure IT infrastructure and where applicable applications are documented to a high standard and that appropriate change management protocols are complied with
* Implement agreed actions recommended by audit and/or relevant regulatory and legal requirements as and when required
* Ensure all requests for access to systems are appropriately authorised
* Ensure all relevant systems are properly licensed
* Ensure that the organisation’s hardware and software inventory is accurate and up to date
* Ensure alignment with priorities established by the Service Delivery Manager
Supplier Management
* Manage suppliers where necessary maintaining effective relationships and service level agreements
* Liaise with suppliers in order to troubleshoot, implement solutions and systems integrations
* Encourage suppliers to follow best practice and highlight poor practice
For this position, we have listed the requirements we believe are essential for this role:
Experience
* Experience of providing first and second line support to a diverse range of users across a large portfolio of applications/services for at least one year
* Knowledge of PC deployment and management tools in an enterprise environment (e.g. domain user account management, Active Directory, GPOs, networked printing, software packaging, # build, auto pilot)
Knowledge
* Microsoft certification or other IT qualifications or apprenticeship
* Experience of using End Point Manager; Mobile Device Management & Apple device management
* Experience of Azure Virtual Desktop
* Experience of Mimecast
* Experience of Forcepoint
* Experience of managed printing
* Data and information security good practice
* Relevant project management methodologies
Qualifications / Skills
* Good liaison skills, ability to work with a range of people at all levels of the organisation
* Experience of working to defined service levels, targets and key performance indicators
* Excellent communication skills (verbally and in writing)
* Ability to understand complex issues and explain them to both technical and non-technical staff
* Excellent problem solving skills with the ability to find solutions and guide others towards finding solutions
* Act with integrity and discretion when confidential matters require technical assistance
* Professional, flexible, honest and transparent approach
* Excellent organisational skills and the ability to prioritise
* Ability to understand and absorb unfamiliar business and technical concepts and ideas
The salary for this role is £33, 682.44 with up to 10% pension contribution.
We also offer a fantastic additional benefits:
* Flexible-working
* Life Assurance
* Employee Wellbeing App/ Mental Health Support
* Online GP Service
* Cycle to work
* Opportunities for self-development with over 60 courses available to self-enrol
* Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme
Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.
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