To provide an efficient and cost-effective delivery of and second and third-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
1. Provide second and third-line support of issues regarding the DT and communications infrastructure, in accordance with service level targets as set by the DT Service Delivery Manager
2. Receive triaged incident reports and service requests from Service Delivery (first/second line), Technology Delivery (projects) and Architecture Governance (change & third line) managers and ensure delivery of technology is executed within defined processes and policy
3. Where necessary, to consult 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
4. Provide Infrastructure support, to Desk Side Support, Architecture function, and Application analysts
5. Maintain and conduct minor changes to Puzzel, Teams telecommunications system, mixed network switches and firewalls
6. Conduct routine initiative-taking tasks and monitor systems to reduce system downtime
7. React to system alerts and troubleshoot, act, or escalate as appropriate
8. Ensure the robustness and reliability of all DT equipment and systems across all sites
9. Ensure that all DT equipment and software is appropriately asset tagged and asset managed in accordance with policy
10. 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)
11. Ensure adequate documentation of all aspects of the DT infrastructure and processes
12. Recommend ways for DT Team to improve its effectiveness and service, including hardware and network enhancements
13. Support and engage with the design of network services deployed across Octavia locations
14. Lead Desk side support staff when engaged on project and change activities.
15. Act as expert resource on Octavia projects and programmes
16. Step up to cover for Cloud Architect and Cyber Security Officer during periods of their absence
Customer Service
17. Be responsible for all assigned Infrastructure related support incidents and project work and satisfactory resolution to agreed ITIL derived best practice standards
18. Ensure work is prioritised effectively and communicated back to stakeholders
19. To create or contribute to documentation and/or training material, including FAQs, how-to and self-help guides, video clips, etc
20. Mentor, train and provide cover for members of the DT Support team as and when required.
Business Continuity
21. Ensuring backup regimes are effective and tested regularly
22. Be aware of technical aspects of business continuity testing and implementing solution where necessary
Security & Governance
23. To uphold data protection and information security good practice, advising staff on good practice and escalating these and related issues when necessary
24. Maintain security against hacking, viruses, spyware etc
25. In conjunction with Cyber Security Officer, develop and maintain appropriate security measures against internal and external threats
26. Ensure DT infrastructure and where applicable applications are documented to a high standard and that appropriate change management protocols are complied with
27. Ensure all requests for access to systems are appropriately authorised
28. Ensure all relevant systems are properly licensed
29. Ensure that the organisation’s hardware and software inventory is accurate and up to date
30. Ensure alignment with priorities established by the ServiceDesk Manager
Supplier Management
31. Manage suppliers where necessary maintaining effective relationships and service level agreements
32. Consult with suppliers to troubleshoot, implement solutions and systems integrations
33. Encourage suppliers to follow best practice and highlight poor practice
Other
34. The post-holder should maintain professional knowledge and skills ensuring these are kept up to date with developments in the IT world
35. The DT department provides support from 8:00am to 6:00pm, Monday to Friday and as such the post holder will need to operate flexible working hours, including working outside of these hours when required to meet the objectives of the post
36. The organisation has a number of remote locations in the London area. The post-holder must be prepared to travel to these locations on a regular basis
Requirements
For this position, we have listed the requirements we believe are essential for this role:
Experience
37. 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
38. 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)
39. Hands on technical knowledge of at least two of:
40. VMware vSphere 6/Azure/Azure AD Connect, Intune, EMS /Windows Server (2016/2019/2012)/ Exchange Server (2019/2022)/ SQL Server (2019/2022)/ Azure Virtual Desktop
41. Network: Site Surveys/ Structured cabling/ Telecom installation
Qualifications/Skills
42. Good liaison skills, ability to work with a range of people at all levels of the organisation
43. Experience of working to defined service levels, targets, and key performance indicators
44. Excellent communication skills (verbally and in writing)
45. Ability to understand complex issues and explain them to both technical and non-technical staff
46. Excellent critical thinking skills with the ability to find solutions and guide others towards finding solutions
47. Act with integrity and discretion when confidential matters require technical assistance
48. Professional, flexible, honest, and transparent approach
49. Excellent organisational skills and the ability to prioritise
50. Ability to understand and absorb unfamiliar business and technical concepts and ideas
Knowledge
51. Microsoft certification or other IT qualifications or apprenticeship
52. Experience of using InTune Mobile Device Management & Apple device management
53. Experience of Mimecast
54. Experience of Forcepoint
55. Experience of Teams cloud phone systems
56. Experience of Papercut printing
57. Data and information security good practice
58. Relevant project management methodologies
Benefits
The salary for this role is £40,100 per annum with up to 10% pension contributions.
Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.