AddressAbout The Role
MAIN PURPOSE OF ROLE
To provide high quality remote IT support to the organisation’s infrastructure and users across all sites nationwide.
To work closely with the IT Management, and other IT Support Team members to ensure the smooth running of the organisation’s IT infrastructure, and to assist with IT related projects required by the business.
KEY ACTIVITIES
- Act as a point of escalation for more complex tickets to assist in seeing these through to their resolution.
- To act as a mentor to junior staff training them on Compass’s systems, infrastructure, and IT processes
- To resolve 2nd and 3rd line support tickets, including providing remote support when required.
- Assist with advanced user, and systems administration tasks on Compass’s IT Systems including Active Directory, Office 365, Remote Desktop Services, Barracuda Email Protection and Azure.
- To conduct file recovery and backup restores of user data
- To assist with server and network administration tasks across Compass’s infrastructure.
- To manage and apply software and security updates to Compass’s servers and infrastructure
- To manage and maintain backup jobs covering the organisation’s data.
- To assist with network and infrastructure related projects that provide enhancement, modifications or upgrades to existing systems.
- To assist with security testing, and analysis of security audits completed by 3rd parties to help secure the organisation’s network and infrastructure.
- To help organise IT implementation and roll out projects across the group
- To provide VOIP (Voice over IP) and traditional telephone system support
- To provide remote network support and take responsibility for resolving network related issues.
- To record key changes made to our network and infrastructure in the relevant change logs, including details of the changes made.
- To produce documentation and run books for key elements of our network and infrastructure to assist other teams members in understanding changes that have been made and provide an understanding of how to manage the relevant areas of our infrastructure.
- To occasionally visit Compass sites to resolve issues or assist with project work.
- Other tasks as deemed necessary by the IT Service Manager, Network & Field Operations Manager and Group Head of IT.
KEY SKILLS
You should: -
- Be able to work with members of staff at all levels (Essential).
- Be able to work unsupervised and under your own initiative, and prioritise work accordingly
- Be methodical in your approach, and thorough in your analysis of technical problems, in order to solve them accordingly with minimal disruption to production systems.
- Have good communication and people skills with a focus on customer service (Essential).
- Have good experience and understanding of Helpdesk Ticket systems (Essential).
- Have an excellent understanding of Microsoft Desktop Operating Systems (Essential).
- Have an excellent understanding of Microsoft Server Operating Systems (Essential).
- Have an excellent understanding of TCP/IP networks, firewalls, routers, switches, wireless access points (Essential).
- Have an excellent understanding of Active Directory and Windows Domain based networks (Essential).
- Have an excellent understanding of Microsoft Office 365 (Exchange Online, Office, Teams) and other commonly used software applications (Essential).
- Have a good understanding of virtualisation including Hyper-V.
- Have a good working knowledge of Meraki MX firewalls (desirable).
- Have an excellent understanding of the Microsoft Azure cloud including IaaS (Infrastructure as a Service), and PaaS (Platform as a Service).
- Have good understanding of wireless networking technology, such as SSID’s, WPA security etc.
- Ideally have or be prepared to work towards industry standard IT qualifications such as (Microsoft 365 Administrator, Microsoft Endpoint Administrator, Azure Administrator and any other qualifications deemed relevant by the IT Management)
MEASURES OF SUCCESS
- No significant problems/complaints are raised by stakeholders.
- IT and communication downtime is kept to an absolute minimum and appropriate communication is supplied to stakeholders.
GENERAL
- Demonstrate that company values are at the centre of all you do.
- Undertake training and development deemed necessary for the pursuance of the post.
- Comply with all company policies & procedures.
- Adhere to the principles of the Data Protection Act.
ORGANISATIONAL
- To undertake broadly similar duties commensurate with the level of the post as required by the IT Service Manager and/or Group Head of IT.
- To fulfil Health & Safety responsibilities.
- To work within the provisions of the Data Protection Act, observing strict confidentiality in relation to all aspects of work undertaken.
- The post holder will be expected to undertake training and development deemed necessary for the pursuance of the post.
- The post holder will be expected to competently use electronic systems effectively.
- The post holder will be expected to ensure to comply with the Equal Opportunities Policy and Procedure in all employment practices.
- The post holder will be expected to comply with the no smoking policy in place and ensure that Health and Safety is observed in the course of employment.
- Ensuring compliance with safeguarding procedures, throughout all work within the Company, keeping the manager informed of work in progress and informing the manager immediately of any child protection matter or serious complaint.
- The nature of the agency business means that tasks and responsibilities are sometimes unpredictable. Staff are therefore expected to work flexibly when the occasion arises where tasks, which are not specifically covered in the job description, need to be undertaken.
- On occasion, travel to other Compass Community offices and other locations may be required to attend induction, training, meetings or to provide cover.
