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
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 policy
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
Provide Infrastructure support, to Desk Side Support, Architecture function, and Application analysts
Maintain and conduct minor changes to Puzzel, Teams telecommunications system, mixed network switches and firewalls
Conduct routine initiative-taking 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
Support and engage with the design of network services deployed across Octavia locations
Lead Desk side support staff when engaged on project and change activities.
Act as expert resource on Octavia projects and programmes
Step up to cover for Cloud Architect and Cyber Security Officer during periods of their absence
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 Support 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 Cyber Security Officer, develop and maintain appropriate security measures against internal and external threats
Ensure DT infrastructure and where applicable applications are documented to a high standard and that appropriate change management protocols are complied with
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 ServiceDesk Manager
Supplier Management
Manage suppliers where necessary maintaining effective relationships and service level agreements
Consult with suppliers to troubleshoot, implement solutions and systems integrations
Encourage suppliers to follow best practice and highlight poor practice
Other
The post-holder should maintain professional knowledge and skills ensuring these are kept up to date with developments in the IT world
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
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
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)
Hands on technical knowledge of at least two of:
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
Network: Site Surveys/ Structured cabling/ Telecom installation
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 critical thinking 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
Knowledge
Microsoft certification or other IT qualifications or apprenticeship
Experience of using InTune Mobile Device Management & Apple device management
Experience of Mimecast
Experience of Forcepoint
Experience of Teams cloud phone systems
Experience of Papercut printing
Data and information security good practice
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.