TECHNICAL ANALYST (INFRASTRUCTURE) LEVELS 1-4 ISD DEPARTMENT. Purpose. Key Requirements. Hours Etc. More information

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1 TECHNICAL ANALYST (INFRASTRUCTURE) LEVELS 1-4 ISD DEPARTMENT Purpose An opportunity has arisen within our Information Systems Department, for a Technical Analyst (Infrastructure). Reporting to the Technical Services Manager, the purpose of the role is to provide second and third line technical support services across the HPUK IT infrastructure, including the deployment of new products and their on-going support and maintenance. Key Requirements These include: Installing and distributing software in line with licence agreements and HPUK policies and procedures Maintaining records of all software installations and recoveries Carrying out all authorised amendments to systems in routine operation in order to meet changes in requirements or to correct errors Using standard utilities set up routines to protect file integrity/security and to stop invalid access to systems Carrying out authorised amendments to standard software and configurations in order to improve the efficiency of operation Advising project teams on placement of files/database areas and assist in their setting up Assisting IT Operations and teams with security, save and recovery procedures of data and software, making recommendations for changes to existing procedures as appropriate For full details please refer to Job Description, JD1092 Version 1. Hours Etc Monday to Friday, 37.5 hours per week, 09.00hrs 17.30hrs 24/7 on call support based on a rota Membership of a Contributory Occupational Pension Scheme Generous holiday allowance Private Healthcare More information Full details on the internet at: Contact Anita McNicol on or mcnicolan@fdrc.co.uk. Closing Date: 01/0814 Reference No: 8668

2 TECHNICAL ANALYST (INFRASTRUCTURE) LEVELS 1-4 ISD DEPARTMENT What is the Role? Working in a small but highly skilled support team, we are looking to complement our current team with the right person. The purpose of the role is to provide second and third line technical support services across the HPUK IT infrastructure, including the deployment of new products and their on-going support and maintenance. The levels reflect the degree of specialist knowledge acquired through formal training and practical experience gained. Who are we looking for? Suitable applicants will: Have advanced knowledge of Exchange significant experience supporting a large Exchange environment Have in-depth knowledge of Windows Active Directory Have a passion for providing excellent customer service Be able to demonstrate the aptitude for good problem solving Have the desire for self development of technical capabilities Be able to work under pressure Have a proactive approach to the role with the desire to improve the overall services and reliability of systems Have excellent team working skills Have the ability to work unsupervised It would be an advantage to have knowledge of: VMware vsphere, Linux and HP-UX Operating systems Oracle middleware, Oracle SQL and Microsoft SQL Firewall, IIS and Networking SCCM/SCOM, SAN and HP hardware Microsoft Lync, Microsoft TMG What do you need to do? Complete an application form in full. Use the Further Information page to really sell yourself and highlight how you meet the requirements above - if you can provide specific examples of what you have done inside and outside work we are more likely to invite you for interview. The selection process will involve a competency based interview. Please return your completed application to Anita McNicol, HR Service Centre, Tomline House. The Dock, Felixstowe, IP11 3SY Good Luck with your application! Closing Date: 01/08/14 Reference No: 8668

3 Job Summary Responsible To Job Purpose Description of Duties Primary Functional Objectives of the Role Technical Services Manager To provide second and third line technical support services across the HPUK IT infrastructure including the deployment of new products and there on-going support and maintenance. The levels reflect the degree of specialist knowledge acquired through formal training and practical experience gained. All Levels Install and distribute software in line with license agreements and HPUK policies and procedures. Maintain records of all software installations and recoveries. Carry out authorised amendments to systems in routine operation in order to meet changes in requirements or to correct errors. Using standard utilities set up routines to protect file integrity / security and to stop invalid access to systems. Carry out authorised amendments to standard software and configurations in order to improve the efficiency of operation. Advise project teams on placement of files / database areas and assist in their setting up, Assist IT Operations and teams with security, save and recovery procedures of data and software, making recommendations for changes to existing procedures as appropriate. Advise project teams on the use of standard software and assisting them in the use of it. Keep up to date on the standard software currently in use and on the relevant new software becoming available. Undertake special projects as directed by the Technical Services Manager. To assist in the technical design of both the hardware and software infrastructure. To provide 24/7 support on the IT infrastructure relative to the appropriate level including servers, SAN, desktop PC s and all the Ports critical operating systems. Ensure all equipment and software relative to level is maintained to a high standard. To assist with the identification and evaluation of new packages and products that are cost effective and capable of offering the 24 / 7 availability required by HPUK. To take responsibility and ownership for the hardware and software under own responsibility (i.e. relative to level) to ensure maximum availability. To monitor and trend service performance of IT infrastructure relative to level to ensure sufficient capacity planning for future growth, planned or unplanned. To take responsibility for second line support for equipment or products relative to level. Maintain a high awareness of technical developments and advancements in those areas covered by the relative level. Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement. Description of Levels covered at the end of job description 1 of 4

4 Primary Line / Performance Management Objectives of the Role (If Applicable) Primary Leadership Objectives of the Role (If Applicable) Responsibilities for: People Assets Finance Decision Making Communications Experience & Knowledge Maintain and update a consistently reliable ICT infrastructure service which supports and enables the delivery of application and communication services to the business on a 24/7/365 basis No direct responsibility for people but requires ability to work with, and direct others such as third party support partners to achieve a common goal. TAL1 and TAL2 No direct responsibility for others, although will be involved in training new members of staff, other teams within ISD and other employees. TAL3 would be expected to coordinate workloads and team members within projects given from time to time, directing the efforts where necessary. TAL4 would be expected to manage projects and work closely with the IS Technical Services Manager in the planning and execution of Infrastructure projects. Able to work alone without instruction on projects or faults for an extended period of time. Ability to work as part of a team to work towards a common goal. TAL1 would have responsibility for systems under own control. TAL2 TAL3 would have responsibility for maintaining all server and storage infrastructure across the business. TAL4 Responsibility for selection, testing and recommendation of systems to purchase. To work closely with the Technical Services Manager to create cost effective solutions based on a Total Cost Ownership (TCO). To evaluate and make recommendations regarding both hardware and software solutions taking into consideration cost and operational implications. TAL1 would need to deal with relatively straightforward technical issues across the portfolio of systems / processes involved. TAL2 would be expected to handle a wider range of data and situations, many of which would require further analysis and investigation. TAL3 and 4 would be expected to handle a wide range of options and situations often under pressure and outside normal office hours. In the event of a system failure or system down full responsibility for the issue to manage through to resolution. Make recommendations based on capacity monitoring to ensure financial and physical planning for budgetary purposes. TAL4 Assist in the design and selection of replacement or additional equipment required to support the business. Working in a customer facing role all levels would need to have the ability to communicate on all levels and to work closely with all customers on a professional level. TAL2 and 3 would be expected to deal with internal and external parties with a range of information and subjects. Some liaison and influence would also be required. TAL4 Compile and present recommendations and to senior managers on findings from research and monitoring exercises. All levels require prior experience working in an specialist IT Technical Support environment: TAL1 minimum 2 to 3 years TAL2 minimum 2 to 3 years TAL3 minimum 3 to 4 years TAL4 - minimum 4 to 5 years 2 of 4

5 Qualifications All levels require the minimum qualifications: Minimum 5 GCSEs including maths and science plus 2 A Levels or equivalent experience within an IT organisation in a similar role Degree in computing or related subject would be desirable. Mental Demands TAL1 need to concentrate on a frequent basis although work patterns will be mainly routine. TAL2 working on day to day management the job holder will need to concentrate on a frequent basis in an unpredictable environment. TAL3 Full ownership & responsibility of issues including managing system down through to resolution. Any mistakes during configuration phase could have serious consequences so periods of prolonged concentration will be required. High levels of concentration required on complex subjects / problems and potentially frequent interruption. TAL4 - job role requires prolonged high levels of concentration for most of the working day. Support and develop TAL 1 3 Physical Demands High level of dexterity required for the complex hardware design and builds using the various tools required. Small amount of manual labour involved in moving and installing equipment. Health & Safety (exposure to risk) All risks have been evaluated as part of the Risk Assessment process and exposure to hazards are kept to a minimum. Responsibilities within each Level Level 1 monitor and respond User / account administration Data backup maintenance and support Remote access service maintenance and support Routine capacity and performance management services archive maintenance and support File archive maintenance and support Level 2 Day to day product maintenance and support Include responsibilities covered by Level 1 plus maintenance and support responsibilities for the areas below System management systems Anti-virus systems Internet gateway End point security tools and technology Virtual infrastructure Server builds Storage area network Monitoring capacity and performance management reports Group / organisational level active directory Level 3 Configuration Include responsibilities covered by Level 1 and 2 plus configuration responsibilities for the areas below Mail gateways Web servers Implementation of changes to virtual infrastructure Manage deployment of patches and upgrades SAN configurations 3 of 4

6 Group policy Interpreting capacity and performance trends / reasons Level 4 Design and Implementation Include responsibilities covered by Level 1, 2 and 3 design and implementation responsibility for the areas below SQL server DBA management Firewalls Virtual infrastructure Server infrastructure SAN Capacity and performance management systems System management systems Patch management systems Security systems Authorised by: Manager s name: Signature: Date: Accepted by: Job Holder s name: Signature: Date: 4 of 4