Infrastructure Engineer - SCCM

Infrastructure Engineer - SCCM
12th December 2017
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Job Remit
Post Title ICT Infrastructure Engineer
Line Manager ICT Technical Services Manager
Location Chalk Farm Road
Department/Team Business Services and Solutions
Grade 2
Budgetary Responsibility None
Version Control Version: 01 Date: Oct 2017

Job Purpose and Background

Reporting to the ICT Infrastructure Team Leader, you will be responsible for designing, building, configuring, maintaining and developing One Housing’s ICT Infrastructure; including but not limited to: servers (including virtual servers), routers, switches, firewalls, data communication lines, operating systems, databases, storage systems, telephony and other types of systems utilised by One Housing.
You will provide service support to all One Housing staff as required and ensure that the ICT infrastructure is secure, reliable and available to meet operational needs and to minimise disruption to staff during core working hours. Core systems and data are protected by current disaster recovery procedures and are routinely tested to ensure data is recoverable in the event of a disaster.
Shifts will be between 08:00 and 18:00 Monday through Sunday (usual working week Monday to Friday).

Principle Outputs and Responsibilities

Main Responsibilities:
1. Design, build, configure, maintain and develop One Housing’s ICT Infrastructure as directed by the ICT Infrastructure Team Leader, ICT Technical Services Manager and Head of Technical Services
2. Pro-actively manage the network monitoring solutions and other manual based controls to ensure the network is operating as intended
3. Administer patch management, anti-virus and web filtering
4. Administer and maintain the telephone system, including telephone switches
5. Oversee the creation and updating of phone and voicemail extensions and routing
6. Assist with the design, support and maintenance of One Housing’s customer contact centre telephony system
7. Assist with troubleshooting, systems backups and archiving carried out by the ICT Service Desk
8. Perform complex troubleshooting, backup, archiving, and disaster recovery
9. Assist in the design, implementation and maintenance of systems, programs, hardware and software
10. Provide 3rd line support to the Service Desk for escalated incidents and when necessary provide direct telephony support to One Housing staff as directed by the ICT Infrastructure Team Leader, ICT Technical Services Manager and Head of Technical Services
11. Inform the ICT management team of significant issues as appropriate
12. Understand the nature of One Housing and its strategic vision and aspirations, and ensure that your work is at all times oriented towards supporting these
13. Provide first class communication in all forms, with proactive notification and feedback to users, customers and management
14. Use your initiative to create innovative solutions to new or existing requirements.

Other Duties:
1. Carry out other duties appropriate to this post as deemed necessary by the ICT Infrastructure Team Leader, ICT Technical Services Manager or Head of Technical Services
2. Work flexibly, which may on occasion involve out-of-office business hours including early morning, evenings and weekends
3. Adhere to One Housing’s Diversity Policy at all times
4. Fully comply with One Housing’s Health and Safety Regulations at all times to include carrying out physical tasks such as lifting boxes/equipment up to 23kg, climbing ladders, manipulating small hand tools and able to work in cold temperatures and noisy environments such as datacentres and comms rooms.
This job remit provides an indication of the role and responsibilities but should not be construed as an exhaustive list of duties that the post holder may be asked to undertake.

Essential Knowledge, Skills and Experience

Personal Skill Set
• Results-focused: able to set high work standards for self and demonstrate drive to meet targets
• Customer-orientated: desire and willingness to address the needs of residents and project team members, continually seeking to improve quality and standards of excellence
• Communication: able to convey information clearly, accurately and convincingly through speech and/or in writing, using appropriate technologies
• Teamwork: actively contribute to a working environment in which project team members work co-operatively with each other, accepting collective responsibility
• Planning and organisation: able to prioritise, organise and schedule activities and resources to ensure achievement of results within tight deadlines
• Respect for all: able to demonstrate awareness of cultural and community diversity and sensitivity to the needs and feelings of other people
• Responsive to change: receptive to the need for change and adaptable to changing work demands and conditions
• Self-motivated and organised
• Able to work under pressure and to deadlines
• Able to manage time and priorities appropriately
• Strong analytical troubleshooting skills
• An aptitude for presenting technical information to non-technical staff.

Technical Skill Set
At least 3 years’ experience in the following:
• Virtualisation:
o VMware hypervisors and vCentre management
• Citrix:
o Xenapp 7.1 and previous versions
o Citrix Storefront
• Microsoft:
o Exchange 2010/2016
o Exchange Online
o Office 365
o Active Directory, DNS, DHCP & GPO
o Server 2003 – 2016
• MS SQL 2005 – 2014
• MS Lync 2010 – 2013
• Enterprise backup solutions
• Web & Email filtering and Anti-Virus solutions
• Vasco or any other identity token provider solutions
• Cisco:
o Meraki switches and security appliances

Desirable Knowledge, Skills and Experience

Technical Skill Set
At least 2 years’ experience in the following:
• Virtualisation:
o Site recovery Manager
o VCB Backup
• Microsoft:
o SharePoint
o SCCM 2012
• Storage:
o HP 3Par administration
o NetApp E series administration
o Microsoft DFS
• Cisco:
o Catalyst and Nexus switches
• Avaya VoIP Administration and support
• Thin Client Deployment and Management
• Commvault Backup Administration
• Civica Universal Housing Software
• Modern Cable management Solutions and Principles
• Sophos Solutions – Web Filter, Anti-Virus, Email Filter
Professional Qualifications and Membership

• BSc Computer Science or equivalent experience
• ITIL Foundation qualified
• Full clean driving license.

• CCA, VCP or ACA (Avaya)
• PRINCE2 Practitioner.
Decision Making Accountability

• You will be accountable to the ICT Infrastructure Team Leader, the ICT Technical Services Manager, the Head of Technical Services and the Director of Business Services and Solutions.

Other Duties

• Work flexibly, which may on occasion involve out-of-office-business-hours including early morning, evenings and weekends
• Ensure that responsibilities for Health and Safety are properly understood and discharged as defined in One Housing’s Health & Safety Policy and that Health & Safety concerns are promptly and clearly communicated to the appropriate people
• Comply fully with One Housing’s policies and procedures including the standing orders and financial regulations
• Comply fully with One Housing’s Equal Opportunities and Diversity Policy
• Comply fully with the Data Protection Act (all employees will not disclose or make use of for their private advantage any information held on record which is not available to the public)
• Carry out other duties appropriate to this post as deemed necessary or requested by the senior managers of the Business Services and Solutions department.

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