JOB DESCRIPTION
IT Services Engineer
ORGANISATION RESPONSIBILITIES:
Reports to:IT Service Desk Manager
CONTEXT OF ROLE
At National Star, we’re driven by our vision for a world in which people with disabilities are able to realise their potential as equal and active citizens in control of their lives. This sits at the heart of everything we do, from the personalised and world-class learning we provide via National Star College to training, specialist services and our work in the wider community. All of this is underpinned by both our passion to enrich people’s lives and by our moral and statutory responsibilities.
In the last 5 years, National Star has grown from a £15m annual gross income charity to over £20m. It has diversified from its historical core activity of running the National Star College and has expanded with a wider range of services, programmes and activities for people with disabilities. Employing over 700 staff, National Star is continuing to develop new initiatives at the forefront of education, care and training for people with disabilities, both within Gloucestershire and in other parts of the country.
IT Services underpin the operation of National Star, ensuing we can operate efficiently and safely. Our customers include; staff, learners, residents, and visitors. Our network is spread over dispersed geographic locations interconnected by various types of connections, including; broadband, leased lines, SHDCs. Key services we deliver include; wireless, door access, internet access, telephony, CCTV, LOB applications, TV management, IPTV, file access, and intranet services. As one of our operations is proving 24/7 365-day residential care it is key our services are available, we utilise highly available system design to achieve this alongside a proactive approach.
Due to a growing estate and increasing range of IT services, together with an increasing reliance on IT Services we are expanding our IT Services department. This is to ensure we can deliver the best level of service to our customers currently and in the future as IT Services continue to expand.
Job Purpose
- To support the maintenance and development of the organisation’s IT Services.
- As part of the IT Services Team, provide a professional and effective customer focused IT Service Desk.
- To provide first rate, first and second line Technical Support for customers at National Star across all its sites and for its remote workers
PRIMARY TASKS:
- Manage your own workload to meet deadlines, whilst working well under pressure, recognising the priority of the individual’s issue in the wider context of IT Service delivery ensuring IT Service Levels and Key Performance Indicators are met.
- Maintain excellent customer service through a proactive and positive approach using own initiative, knowledge and experience ensuring the customers are communicated to throughout the lifecycle of the support request.
- To contribute to the work of the IT Services Team, including liaising with 3rd party contractors
to achieve team deliverables.
- Proactively check equipment, ensuring it is ready for use and utilise monitoring systems to proactively respond to problems
- Provide first and second line support and fault resolution for IT services, including:
- BYOD devices, including; phones, tablets, laptops, Augmentative and Alternative Communication devices (AAC), games consoles, TVs, NAS devices, Blu-ray Players
- EPOS(Tills), PDQs
- Network infrastructure, including; wired, wireless, ADSL, VPNs, mobile (e.g. 3/4G)
- Telephony, including; analogy, digital, VOIP and mobile
- AV Equipment, including; Projectors, Display Screens, PAs, Interactive Whiteboards
- Media services, including; Digital Signage, Hotel TV system and IPTV, live and on demand streaming
- Estates services including; Door Access Control, CCTV, Building Management System
- Computer hardware & peripherals including; desktops, laptops, print devices, Apple Macs, tablets
- Hardware diagnostics, repairs and upgrades
- Software installations, upgrades, patching
- Client Operating Systems, including Windows & Mac
- Software troubleshooting including of LOB applications like; SharePoint, FileMaker, DataBridge
- Remote access, including; direct access, remote desktop, VPNs, web portals
- Print Devices, including; Printers, MDFs
- Maintain the managed printer and MFD fleet, including repairs and consumables
- Undertake procurement exercises for required services and/or equipment
- Networking troubleshooting & basic changes, including; patching, VLANs, wireless, physical installation, client devices
- Maintain & manage the loan equipment
- Support & troubleshooting of telephony hardware. E.g. wireless headsets, desktop phones, mobiles
- Setup equipment and provide support for events and presentations, including; projectors, computers, PA’s, video conferencing and video streaming
- Undertake the physical installation or moves of computers, IT, and telephony equipment, including the installation/modifications of; operating systems, applications, and drivers
- Maintain the inventory of all IT equipment, ensuring that it is asset registered after purchase.
- Maintain and organise documentation and inventories to the highest standards, including production of; system configuration, knowledge base articles, procedures and diagrams
- Provide in-person training, create guides and videos for customers and other team members.
- When required undertake visits to any National Star site.
- Where appropriate identify and escalate support requests to the relevant team member.
- Contribute to team development, meetings, briefings, departmental planning and assessment processes.
- Ensure compliance with all IT-related legislation, internal policies, industry standards and best practice including matters related to data protection, data storage, data transmission and software licences
- To maintain personal and professional development, to meet the changing demands of the role, through participating in appropriate training and development activities and self-research/study to ensure that as many support requests are resolved at the first point of contact as possible.
- To positively promote the IT Services Team, acting as a role model through promoting the activities, values and culture of the organisation.
- Through personal example and action demonstrate commitment to equality and diversity ensuring equality of access and treatment in service delivery.
- To promote and adhere to National Star policies, procedures, values and safeguarding.
- Undertake pre-arranged out of hours support when required, normally taken as time off in lieu
- To undertake such other duties as may be required by the Head of IT Services and/or their manager
SAFEGUARDING
National Star takes seriously its responsibility for safeguarding and is committed to safeguarding and promoting the welfare of adults at risk and children. Therefore we require that all staff share this and act accordingly by applying organisation policy and procedure and attending annual safeguarding training.
EQUALITY & DIVERSITY
Through personal example and clear action demonstrate commitment to equality and diversity ensuring equality of access and treatment in employment and service delivery to all.
HEALTH & SAFETY
Promote the organisation’s Health and Safety at Work Policy and Procedure and ensure these are implemented effectively within the department.
This job description sets out a summary of key features of the role. It is not intended to be exhaustive and will be reviewed periodically to ensure it remains appropriate to the role.
Person Specification
Requirements / Essential (E)Desirable (D)
Education:
- Minimum of Level 2 qualification in literacy and numeracy (e.g. GCSE English and Maths at grade A*-C)
- Relevant qualification in IT (CompTIA A+) or equivalent experience
- Microsoft MTA: Networking Fundamentals or equivalent knowledge
- Formal Education to Level 3 or above
- Microsoft Certified Solutions Associate – Windows 8
- CCNA certified or equivalent
Knowledge & Experience:
- Experience of software installation & troubleshooting in a networked environment
- Setting up ADSL/Broadband or other internet connections.
- Enterprise wireless and client troubleshooting
- Understanding of DHCP, DNS & Active Directory & Group Policy
- Knowledge of fundamental networking & troubleshooting
- Installation, maintenance and understanding of current Windows client operating systems including troubleshooting
- Knowledge of centralised/unattended deployment for OS and applications.
- Excellent understanding of computer hardware, components and compatibility
- Experience of networked and local print and copier hardware including; hardware and software installation & troubleshooting
- Experience configuring network connected devices (e.g. IP Cameras, Printers, Door Access)
- Configuration of workstation firewalls, anti-spam, and anti-virus
- Configuration and security of mobile devices and smartphones.
- Experience of data cabling, including patching, CAT5/6 wiring
- Basic management of managed switch configuration including VLANs
- To have worked in an IT environment in a technical role covering aspects of implementation, maintenance and development of systems
- Experience of Apple TVs
- Knowledge of Projectors, Multi-Monitors, Interactive Whiteboards
- Experience of command line configuration of switches
- Working knowledge of Radius, Mac and 802.1x authentication
- Basic understanding of Active Directory Certificate Services
- HP Switch configuration.
- Experience with System Centre Configuration Manager
- Knowledge of SQL & Databases
- Experience with remote access solutions like VPNs and Direct access
- Experience writing scripts
- Experience of Microsoft SharePoint.
- Virtual Learning Environments such as Moodle
- Familiarisation with Apple Devices for client use and networking.
- Installation, management and maintenance of virtual or thin client desktop solutions.
- Telephony systems; analogy, VOIP, mobiles.
- Familiarity with hardware and software IT accessibility options.
- Worked in a similar role.
- Experience of working with people who have learning difficulties and/or physical disabilities.
Skills and Abilities:
- Up to date knowledge of IT legislation
- Excellent interpersonal and communication skills.
- Ability to work independently and collaboratively
- Strong organisational and planning skills.
- Methodical troubleshooting methodology
- Use initiative to resolve problems and find resolutions
- Ability to create detailed documentation, maintain accurate records and produce training materials
- Promote team working and positive partnerships between departments provide high quality provision for users of the IT services.
- Ability to train and assist both technical and end users
- Competent user of software applications including Word, Excel, Outlook, PowerPoint and databases
- Hold a full UK Driving Licence & be prepared to travel throughout the UK
Personal Attributes:
- Be self-motivated and enthusiastic in approach to work
- Customer Focused
- A commitment to working to deadlines
- High standards of professionalism and integrity
- Commitment to own and others’ continuing professional development with the ability to self-improve researching and learning new skills
- Recognise the need to maintain confidentiality.
- Constantly demonstrate a professional approach to work and relationship with colleagues.
- Respond positively to requirements presented.
- Commitment to promoting equality and diversity in all aspects of role.
- Be flexible to provide the level of service require including where IT service are required out of normal hours.
- Hold a full UK Driving Licence & be prepared to travel throughout the UK
Other
- Support the ethos of the organisation and meet the safeguarding requirements set down by the organisation to work with vulnerable adults and children.
IT Services Engineer
Updated: June 2017