Overall Objectives:

To be responsible for managing the day-to-day issues logged to the Infrastructure helpdesk team, and to be a natural point of communication for matters that 1st line cannot resolve. Ensuring that your internal customers are kept up to date.

·Carry out to the best of your ability the infrastructure improvement projects that are assigned to you. Provide regular feedback on progress using the IT Helpdesk and other project management tools.
·Provide to the IT Infrastructure and Security Manager any suggestions for infrastructure improvement that you may find when performing your daily role.
·Regularly test and deploy system patches to the patching policy.
·Perform server upgrades and network changes to security and compliance standards.
·Ensure that you learn all aspects of the IT Infrastructure to make a positive impact on fix time SLA's.
·Support all aspects of IT technology from end user computing to backend IT architecutures.
·Be available out of hours for fault fix and resolution in extreme circumstances and on occasions of major system changes.
·Maintain a close working relationship with your team, line manager and internal customers including regular telephone, helpdesk, face to face and email communication.
·Ensure that the systems are maintained, checked, and reported upon and proactivity highlight areas where IT systems need improving.
·Ensure that IT procedures are maintained and any 2nd line work carried out is documented for handover to the 1st line team.

Core Skills:

·Competent IT user, experienced in using standard microsoft office tools to document work performed.
·Good understanding of Microsoft Windows Server technologies and Linux systems.
·Understanding and support of VMWare Vsphere.
·Understanding and support of network equipment (I.E. routing and switching) at both hardware and configuration level.
·Ability to pickup new technologies and to be involved in the planning of software and hardware upgrades.
·To work un-aided with 2nd line IT projects.
·An enthusiasm to keep IT knowledge up to date through research and reading technical literature.
·Good verbal and written communication skills.

Key Tasks and Responsibilities:

1.Ensure that any IT task that can perform global or high risk changes are signed off by relevant team heads before committing the work.
2.Perform any IT task that the IT Infrastructure and Security Manager or 3rd line engineer directly assigns.
3.To recognise when issues need to be escalated to the Infrastructure and Security Manager and do so in a timely and informative way, ensuring you provide the appropriate level of detailed information.
4.To ensure that you maintain an organised and well communicated work in progress' system both electronically and hard copy paperwork, in order that in your absence, matters can be delegated and managed in an organised manner.
5.To answer the telephone for both internal and external calls.
6.Respond to all email enquiries in a professional and timely manner and to escalate anything that could affect current planned workload.
7.To ensure that all filing is carried out on a regular basis and archiving is carried out as and when appropriate.
8.Have a good knowledge of the internal systems and IT Architectures.
9.To manage workload by prioritising and asking others in the infrastructure team for help and support when necessary.
10.Every Wednesday deploy the WSUS updates as per the WSUS Policy document if the 3rd line Infrastructure Engineer isn't present.
11.Ensure that end user software is up to date and any patches are ready to be signed off by the IT Infrastructure and Security Manager for deployment.
12.Be the main responsibility of the end user protection software and to escalate any issues immediately to your line manager.
13.Investigate and act upon any alert system or Helpdesk email immediately in the absence of the 3rd line Infrastructure Engineer.
14.To adhere to all data protection and IT Policies and ensure that emails/files/any other media containing personal data relating to colleagues and customers are not accessed without prior permission from management or a support reason logged on the helpdesk by the file owner. If files covered by data protection policies are found in un-controlled/un-secure areas to report this to the IT Infrastructure and Security Manager at the earliest opportunity.
Relevant Technologies:

·VMWare vSphere
·Windows server
·Linux Server
·Microsoft endpoint technologies
·SQL Server
·Microsoft Office 365
·Backup technologies
·Wireless technologies
·Routing and switching
·Small scale storage area networking
·Azure cloud services
·Firewalling and various technologies around security
·Telephony – VOIP
·End user computing