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To provide an efficient and cost-effective delivery of 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
* 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.
* 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 policies.
* Consult with or pass jobs to colleagues inside and beyond DT; escalate issues to the DT Service Delivery Manager as needed.
* Support Infrastructure, Desk Side Support, Architecture, and Application analysts.
* Maintain and make minor changes to systems like Puzzel, Teams telecommunications, network switches, and firewalls.
* Monitor systems, react to alerts, troubleshoot, and escalate issues to reduce downtime.
* Ensure robustness and reliability of all DT equipment and systems across sites.
* Asset tag and manage DT equipment and software according to policy, disposing of obsolete equipment securely and legally.
* Document all aspects of DT infrastructure and processes.
* Recommend improvements for DT effectiveness, including hardware and network upgrades.
* Support network service design across Octavia locations.
* Lead Desk side support staff during projects and changes.
* Serve as an expert resource on projects and programs.
* Cover for Cloud Architect and Cyber Security Officer during absences.
Customer Service
* Manage assigned infrastructure support incidents and projects, ensuring resolution aligns with ITIL standards.
* Prioritize work effectively and communicate with stakeholders.
* Create or contribute to documentation, training materials, FAQs, guides, and videos.
* Mentor and train DT Support team members and provide coverage when needed.
Business Continuity
* Test and maintain backup regimes regularly.
* Understand and implement business continuity solutions as needed.
Security & Governance
* Uphold data protection and security practices, advising staff accordingly.
* Maintain security against threats like hacking and malware.
* Work with Cyber Security Officer to develop security measures.
* Ensure documentation, change management, licensing, and inventory are maintained properly.
* Manage supplier relationships, troubleshoot, and promote best practices.
Other
* Keep professional knowledge up to date.
* Support flexible working hours, including outside regular hours when required.
* Travel to remote locations in London as needed.
Requirements
Essential experience and skills include:
* At least one year providing first and second-line support across diverse applications/services.
* Knowledge of PC deployment and management tools like Active Directory, GPOs, and networked printing.
* Hands-on technical knowledge of at least two areas such as network site surveys, structured cabling, or telecom installation.
Qualifications/skills:
* Strong liaison skills and ability to work with various organizational levels.
* Experience working to service level targets and KPIs.
* Excellent communication, problem-solving, and organizational skills.
* Integrity, discretion, and a professional approach.
* Ability to learn and understand complex technical and business concepts.
Knowledge requirements include:
* Microsoft certifications or equivalent IT qualifications.
* Experience with InTune, Apple device management, Mimecast, Forcepoint, Teams cloud phone systems, and Papercut printing.
* Good practice in data and information security.
The salary for this role is £40,100 per annum with up to 10% pension contributions.
We are committed to building an inclusive culture that celebrates diversity and welcomes everyone.
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