Job Description IT & FACILITIES TECHNICIAN (MAINTENANCE)

Transcription

1 Job Description IT & FACILITIES TECHNICIAN (MAINTENANCE) Job Title: Department: Responsible to: IT & Facilities Technician (Maintenance) IT & Facilities IT & Facilities Manager Main purpose of job: To provide effective and timely service to the Firm s partners, staff and clients as appropriate To assist the IT & Facilities Manager and IT & Facilities Dept. team members undertaking necessary tasks to ensure that the Firm s buildings, fixtures and fittings are adequately maintained, and to maintain and develop the efficient operation of the Firm s IT & Communications systems To provide a chauffeur service for document collections / deliveries and for supporting staff in client home visits. (Mileage costs are reimbursed by the Firm) To assist the Clerical Administration team leader and team members in in providing an effective and timely administration service to the Firm s partners, staff and clients as appropriate. Key Results: Resolution of queries and completion of planned maintenance so as to deliver a robust facilities, IT and communications infrastructure to meet the needs of the Firm Work load managed effectively and safely, with minimum disruption and providing the Firm with a quality service

2 Tasks completed in a timely and cost effective manner, using the correct tools and procedures in order to manage work effectively and in accordance with the Firm s standards and any relevant statutory provisions. Main Duties and Responsibilities: (For an individual team member, the balance of time spent on various areas of duty will vary from time to time and will reflect the skill set of IT & Facilities team members as a group. The order or description below does not indicate relative importance of or time allocations to the duties). IT & Facilities 1. To undertake and to assist the IT & Facilities team members in undertaking ad hoc duties for the maintenance of the Firm s building infrastructure, furniture, plumbing etc. (Examples in Appendix 1) 2. To undertake and to assist the IT & Facilities team members in undertaking ad hoc office and facilities support duties. (Examples in Appendix 1). A significant part of these support duties may entail moving and carrying of client files and boxes of client files around the offices. This will require manual handling skills and entail a moderate amount of physical activity 3. To undertake and assist in health & safety and fire prevention tasks. (Examples in Appendix 1) 4. To undertake offsite deliveries and visits, requiring current valid driving licence and use of own vehicle with appropriate insurance, as requested and approved by IT & Facilities Manager and IT & Facilities team. (Examples in Appendix 1). (Mileage costs to be reimbursed) 5. To monitor the IT & Facilities Help Desk and to assist other IT & Facilities team members in assigning or self-assigning tickets/requests as appropriate to duties and work patterns to provide 1st and 2nd line IT & Facilities support 6. To record time and resources applied to Help Desk tickets and other tasks to enable the IT & Facilities Manager to monitor team workloads, to assess impacts of recurrent Help Desk issues and generally to plan and manage the utilisation of IT support resources 7. To assist staff to resolve all IT related faults, so much as your training and experience permit, escalating to other IT & Facilities Technicians and/or IT & Facilities Manager or third party specialists as & when required. (Examples of areas covered in Appendix 1) 8. To assist the IT & Facilities Manager and IT & Facilities team members as follows: in monitoring all physical and virtual servers to ensure their smooth & efficient operation, logging calls to third party IT Support partners as & when required in ensuring all servers are backed up in accordance with the Business Continuity Plan; with Network Administration tasks (e.g. maintaining Active Directory, DHCP, DNS, Exchange Management Console);

3 in ensuring all PCs are regularly updated and checked, using WSUS update services, EMCO and anti-virus software (Trend Micro) as necessary; in administering the Firm s telephone system; in liaising with support contractors for Servers, Photocopiers, Case/File Management and other software systems as necessary 9. To provide and/or assist the IT & Facilities Manager and IT & Facilities team members in providing simple application solutions, primarily using Microsoft products (Office; SharePoint) (e.g. enquiries database; holiday booking administration) 10. To provide and/or assist the IT & Facilities Manager and IT & Facilities team members in providing niche or bespoke application solutions (e.g. workflow and case management), primarily using Microsoft products and the Firm s practice management system. 11. To assist and provide cover for the IT & Facilities Manager as appropriate 12. To assist and provide cover for other members of the IT & Facilities team as required and, in the event of emergency, for other departments so far as reasonable and practicable Clerical Administration 13. Undertake or assist Clerical Administration team members in performing a range of tasks to provide administration support to other departments General 14. To act in accordance with the Office Manual 15. To follow the instructions of the Partners and senior staff members in order to facilitate the smooth running of the Office and ensure that the premises are maintained to an acceptable standard 16. To respect clients and client confidentiality at all times in undertaking duties 17. To ensure all of the Firm s and clients information is handled in a compliant, confidential and careful manner Ideal profile for role Must have A relevant skill or trade (e.g. joinery; decorating) or an aptitude for DIY Some relevant experience in IT or Facilities management An interest in and aptitude for IT A service ethic, with a wish to help other people and resolve problems Ability to work flexibly within a team A current valid driving licence and insured own vehicle

4 Flexibility and capability to undertake some out-of-hours and weekend work when required Willingness to undertake a physically active role with a moderate degree of manual handling Ideally should be Practical Calm Sensible Conscientious strives hard not to let people down Confident - able to work unsupervised but know limitations Able to communicate well verbally and in writing Proactive not reactive Inquisitive and a capable problem solver Willing to own a problem Striving for optimal solution but willing & able to procure practical solutions and workarounds Flexible Attentive to detail Remuneration Competitive for a semi-skilled tradesman or for an IT Technician with 1 st Line or 2 nd line help desk experience and may reflect other relevant experience/skills/qualifications

5 Appendix 1: Examples of Duties Duty 1 Ad hoc duties for the maintenance of the Firm s building infrastructure, furniture, plumbing and electrics including but not limited to the following: Ordering supplies from existing suppliers. Sourcing new suppliers subject to approval. Obtaining quotations and estimates for work to be done. Monitoring of contracts (e.g. electricity usage). Obtain Meter readings for utilities services (gas & electricity etc.) and general liaison with service providers. Negotiation with suppliers for contracts and purchases. Liaising with external organisations as and when necessary. Assist staff with office/desk moves. Stock control and re-ordering of stationery, business cards, offices supplies and consumables. Liaise with DMBC and providers of commercial waste disposal services, ensuring waste for recycling is transferred to appropriate bins. Organise and administer the Firm s confidential shredding arrangements, including the emptying of shredding boxes and sack collection. Order milk and kitchen supplies, accept delivery and distribute daily as required to various kitchens around the offices. Manage the key register, cutting and issuing keys as necessary. Manager the Paxton access control system, issuing permanent and temporary access cards to staff and visitors. Under supervision assist with PAT Testing of the Firm s electrical equipment in accordance with current legislation and guidelines. Undertaking minor repairs or preventative maintenance tasks of the building fabric and plant and equipment. Undertaking redecoration of offices and common areas in a manner which minimizes the impact on the firm s day to day operations. Cleaning building frontage, car park and other public areas as and when necessary to maintain the Firm s good public image. Manual handling of furniture, equipment, supplies, boxes and files as requested in the Offices. Duty 2 Ad hoc office and facilities support tasks including but not limited to: Change printer toner cartridges as & when required. Set up IT equipment in public rooms as requested by Facilities Booking Forms and other ad hoc requests. Set up furniture etc. in meeting rooms as requested by Facilities Booking Forms and other ad hoc requests. Download and print off digital images. Issuing Welcome packs as requested

6 Move (Manual handling of) boxes and files as requested within the Offices. Duty 3 - Health and safety and fire prevention duties including but not limited to the following: Act as Health & Safety Committee Member if required or deputise for a member of the IT & Facilities team. Act as a Fire Marshall. Assist with (bi-annual) fire drills and means of escape checks. Assist with emergency lighting and fire extinguisher checks Assist with (weekly) fire alarm testing procedures. Duty 4 - Deliveries, collections and visits offsite including but not limited to the following: Escort fee earners on client visits as requested. Conduct client and incident site visits, alone when appropriate, taking digital photographs as directed. Take/collect hand deliveries as requested. Collect post each morning (from the Royal Mail sorting office or other locations as required). Duty 7 IT Help Desk support covering, among other items, Hardware faults Operating System errors Network connectivity Microsoft Exchange/Outlook Videss practice management system Philips SpeechExec/Dictation equipment Oyez Forms Dragon Naturally Speaking Printer errors Macro errors Duty 12 Assistance with the Clerical Administration team to provide administration for tasks including but not limited to the following: Collect or deputise for others in collecting DX post first thing each morning Franking and posting mail (normally post to go at 5.05 PM at the latest) Taking mail, including franked post, to the post office including requests for special delivery posting etc Opening of post under supervision of a Partner or senior staff member Photocopying in accordance with list of duties Making tea and coffee and arranging catering as directed Making purchases, e.g. tea, coffee, cleaning equipment etc Undertaking deliveries within the office Undertaking deliveries in the local area Filing papers at Court Attending Counsel if requested by fee earner

7 Assisting with completions of property sales and purchases. Deputise for Reception staff and provide cover as required Assisting with Reception if required Sending Deeds for stamping Indexing and putting away Deeds and Wills Other duties reasonably requested by a Partner, the Finance Director, Head of Department or other senior member of staff Nov 17