Job Description

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\xe2\x80\x99s 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\xe2\x80\x99s 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 \xc2\xa340,100 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.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

Octavia